Gemarie Carbonell

GEMARIE A. CARBONELL 0025 Sitio Buntong Palay, Brgy. San Juan, Antipolo City ·- ·- EXPERIENCE JUNE 2016 – JUNE 2018 TECHNICAL SUPPORT REPRESENTATIVE, 24/7 INC Troubleshooting Internet Connection and Cable for all devices JUNE 2018 – OCTOBER 2020 QUOTE TO CASH PROFESSIONAL, IBM BUSINESS SERVICES Contract Audit and Registration, order, billing, basic contract/agreement preparation, dispute processing and other end to end transactions. OCTOBER 2020– DECEMBER 2022 QUALITY ASSURANCE SPECIALIST, IBM BUSINESS SERVICES Evaluates agents from different roles such as chat & email support and Customer service agents. DECEMBER 2022 – OCTOBER 2023 Q2C ADVISOR PROFESSIONAL, IBM BUSINESS SERVICES Software Services Subject Matter Expert which leads the team into standardizing and streamlining the process. Also, expert for end-to-end transactions which also includes other skills such as familiarity and knowledge in CMPA, Internal work IDs for PIDS etc. OCTOBER 2023 – PRESENT ELA CONTRACT MANAGER, IBM BUSINESS SERVICES Managing contracts from different accounts from registration, managing manual invoices, ensuring correct billing for accurate revenue allocation, processing adjustments if needed, working on taxes if applicable, managing funds from AR including providing instructions on when, where and what to use the funds for, reconciliation of the account/contract before it expires and closing contracts. EDUCATION JUNE 2016 BSIT, ACCESS COMPUTER COLLEGE Graduated as Bachelor of Science in Information Technology major in Programming SKILLS • • • • • Can do graphics design using Canva Administrative tasks such as responding to emails, message or client inquiries Managing accounts from registration to cash management Intermediate skills on Microsoft Excel Knowledgeable in using SAP SuccessFactors • • • • Can facilitate process training or education for local and global audiences Can do data entry Able to do Multitasking and Adapt quickly. Presentation Skills – Trained to present metrics, analyze team metrics for monthly showcase and can create presentations.