Heatherose Ann Dagal

Heatherose Ann Bascara Dagal Blk8 Lot 24 Camia st., Hacienda Caretas, Brgy. Graceville City of San Jose del Monte, Bulacan-- Objective: To obtain a position that will enable me to use my strong organizational skills, technical support background, and ability to work well with people. Employment History: March 2017 – May 2017 Little Einstein Tutorial Center Wood Estate Village Molino, Bacoor Cavite Conducted summer class / tutorials for children aged 3- 6 years old; enhanced skills to help them be ready for the incoming school year. May 2016 – February 2017 Manulife Data Services IT Associate (Help Desk) Tier II / Order Desk Email Queue Manager UP Ayala Technohub Quezon City, Philippines Served as Queue manager for Order Desk emails (reply to client emails, software purchase, software license renewal), manage tickets assigned from ticketing tool (Service Now) to correct queue teams / assignment groups. February 2015 – May 2016 Manulife Data Services IT Associate (Help Desk) Tier II UP Ayala Technohub Quezon City, Philippines Handle ticketing tool (Service Now) for creating ticket logs for end users, assist in setting up technician appointments for office equipment setup like printers, mobile devices etc., provide troubleshooting for end users. June 2014 – January 2015 Broadband Helpdesk Associate for Spark Telco (Telecom) New Zealand Teletech Customer Care Mgmt Philippines Quezon City, Philippines provide assistance in troubleshooting broadband connection, configuration of email clients, handling service orders, processing replacement equipments, and setting up technician appointments. June 2011 – June 2014 Assistant Supervisor for ACSR, Dish Network SPI Global CRM (formerly ePLDT-Parlance) Makati City, Philippines provide assistance for advance customer service representatives in handling escalated calls, processing advance transactions (override, technician work orders, replacement of equipment) and connecting to the Corporate Office. June 2009 – May 2011 Advanced Customer Service Representative, Dish Network SPI Global CRM Mandaluyong City, Philippines assisting customers in technical troubleshooting for satellite programming, billing, programming inquiries and upgrades, and setting up technician appointments. August 2008 – January 2009 Moonkkang Talk, Inc. EFL Instructor Makati City, Philippines teach Korean students and professionals to learn the English language as a foreign language, provide assessments, and gauge their learning skills. July 2008 – April 2008 Synceducation Inc. ESL Instructor Quezon City, Philippines educate Koreans to learn English as their second language, hold group classes for students and exclusive sessions with professionals. Languages Spoken: Good English and Tagalog Achievements: Top Agent for ACSR Top CSAT for HD (Asst. Supervisor) Top 2nd Agent for the Month Oct 2010, Feb 2011 Sept 2011 October 2013 SPI Global CRM SPI Global CRM Teletech Customer Care Mgmt. Education: Tertiary: Universidad de manila (City College of Manila) Bachelor of Science in Public Administration Secondary: Manila High School Primary: St. James College of Parañaque Reference/s: Dang Lea Dizon- Supervisor, SPI Global CRM Kori dela Cruz- Supervisor, Teletech Customer Care Mgmt. Jennifer Ureta- Technical Lead, Manulife Data Services