Ivy Doreen Ibiaz - Sango
Service Coordinator | Customer Support Specialist
Imus City, Cavite, Philippines 4103
- - | ivydoreensango
vydoreensango
About Me:
I have more than ten years of work experience in the BPO sector,, and I've honed my analytical, organizational,
and critical thinking abilities while paying close attention to detail. I am extremely self
self--motivated, a good
team player, diligent, trustworthy, and adaptable, and I can wor
workk confidently and at ease in either a teamteam
based or solo environment.
By delivering great performance and a strong work ethic, I hope to assist my clients in achieving their business
objectives.
Educational Background:
San Sebastian College-Recoletos
Recoletos de Cavite
Bachelor of Science in Computer Science
Sta. Cruz, Cavite City -
Work Experience:
SCHNEIDER ELECTRIC (Remote)
Service Scheduling Coordinator
APC Admin Building, Lot 1, Block 5, Phase II
PEZA, Rosario, Cavite
November 2021 to August 2022
Schneider Electric SE is a French multinational company that specializes in digital automation and energy
management. It addresses homes, buildings, data centers, infrastructure, and industries, by combining energy
technologies, real-time
time automation, software, and services.
Responsibilities:
● Initiated work orders in Salesforce
orce (CRM) or in other Schneider systems.
● Prepared and informed the Field Service Representative (FSR) about safety requirements and
necessary equipment, including the prevention plan, FSR certifications, and personal protective
equipment (PPE).
● Efficiently managed the FSR’s calendar to optimize utilization while ensuring 100% adherence to safety
standards.
● Determined the scope of work and scheduled resources (FSR/equipment/outage) with customers.
● Placed orders and dispatched spare parts, materials, and subcontracting services for interventions,
adhering to Schneider process SLA contracts.
● Monitored the timely shipment of materials/products to service centers for warranty orders.
orders
● Managed all customer notifications, including rescheduling, confirmations, and deliveries, through
phone and email communication channels.
● Maintained a professional working relationship with FSRs, Vendors, and Customers both internal and
external.
● Managed and updated customer account information.
TTEC HOLDINGS, INC. (Remote)
5 E-Com Center Harbor Drive,
MOA Complex, Pasay, Metro Manila
February 2021 to October 2021
TTEC Holdings, Inc. (formerly named "TeleTech"), is a global customer experience (CX) technology and services
company focused on the design, implementation, and delivery of exceptional CX.
Chat and Email Support
February 2021 to August 2021
Responsibilities:
● Responded to customer inquiries and requests via email and chat, delivering optimal solutions to meet
their needs.
● Responded to inquiries with active listening, identifying additional needs and providing support for
products and services.
● Addressed and resolved delivery issues with patience and a focus on understanding customer
concerns.
● Updated and maintained customer accounts and information.
● Efficiently managed and resolved customer cases and chats through Salesforce.
Nesting Coach
August 2021 to October 2021
Responsibilities:
●
●
●
●
Assisted trainees during the Nesting period by answering questions and providing guidance.
Conducted
onducted live chat monitoring and coached trainees in sessions.
Regularly evaluated the progress of trainees and provided management with relevant suggestions.
Kept management updated of trainees’ progress and potential issues or concerns.
concerns
INGRAM MICRO PHILIPPINES
Order Management - Support Representative
12 & 14th Floor, Three World Square
Upper McKinley Road, McKinley Hill, Taguig City
July 2012 to January 2014
Ingram Micro Inc., a Fortune 100 company, is the world’s largest wholesale technology distributor and a global
leader in IT supply-chain, mobile device lifecycle services and logistics solutions. They distribute and market a
large variety of technology and mobility products from leading companies, such as Acer, Apple, Cisco, HewlettHewlett
Packard (“HP”), IBM, Lenovo, Microsoft, Samsung and many others.
Responsibilities:
● Entered orders into the system according to individual order requirements, received via email, fax,
electronic formats (EDI, XML), or other relevant sources.
● Researched and confirmed product availability and pricing for requestors
requestors.
● Created and updated customer-specific
specific reports, such as order status, tracking, backorder
management, direct ship order status, and RMAs
● Conducted basic to moderate research to resolve problems, present solutions, and provide status
updates to customers, managers, and senior sales representatives.
● Independently processed complex orders, configuring them based on cust
customer
omer requirements and
ensuring all parts were compatible for optimal unit performance.
● Managed customer communications primarily via email, assisting with order placement, processing
returns, and providing updates on shipments and backorder statuses.
TELETECH HOLDINGS INC.
Customer Service Representative
Representative, Subject Matter Expert
4/F SM Bacoor
Habay, Bacoor, Cavite
April 2008 to June 2012
TTEC Holdings, Inc. (formerly named "TeleTech"), is a global customer experience (CX) technology and services
company focused on the design, implementation, and delivery of exceptional CX.
Responsibilities:
● Handled customer service mailboxes, resolving a range of requests including inquiries, updates, followfollow
ups, cancellations, and more.
● Responded real-time
time to client escalations and provides prompt feedback regarding concerns that entail
process completion.
● Effectively managed team concerns regarding process flows, provides feasible resolutions for timetime
critical concerns, and coordinates very well with various departments and contacts.
● Acted as the team’s main point of contact (POC) in the absence of the supervisor, communicated with
the client
nt on behalf of the team and le
led
d the team into reaching 100% productivity on a daily basis.
● Continuously established
tablished rapport and secured relationship with client counterparts by attending
weekly conference calls, focus group discussions, email exchanges, etc.
AMERICAN DATA EXCHANGE CORPORATION
Business Process Associate
La Fuerza Compound
Alabang-Zapote Road, Las Piñas City
May 2006 to April 2008
American Data Exchange (AMDATEX) is ADEC Innovations’ leading
leading-edge
edge member company in business process
management. AMDATEX leverages ADEC Innovations’ data management and technological resources to bring
customized outsourcing solutions that help organizations streamline their processes to focus on their core
strength and competencies.
Responsibilities:
● Conducted background checks using online resources to verify the eligibility of US-based
US
real estate
owners for loan applications.
● Accurately entered relevant information into client
client-provided
provided applications in accordance with project
specifications.
● Reviewed and verified orders processed by first
first-level
level associates for quality control.
● Ensured the accuracy of data before advancing to subsequent fields or processing the next order.
SPI TECHNOLOGIES INC. (SPI Global)
Logistics Staff, Tracker - SPS Publishing
PITC Bldg. Sto. Niño
Pascor Drive, Parañaque City
October 2005 to March 2006
SPi Global Solutions provides a variety of business process outsourcing (BPO) services, primarily in support of
financial services, health care, legal, and publishing functions. SPi divides its offerings into four main buckets:
content editorial and production; content coding, abstracting, and indexing (including electronic data
discovery); content transcription; and transaction processing. Customers include large companies, law firms,
professional and scientific associations, and universities.
Responsibilities:
● Received and distributed articles and materials for book publication to the appropriate departments
for processing.
● Monitored and prioritized orders, assigning them to production for urgent action.
● Closely supervised work progress through to completion, ensuring custo
customer
mer requirements were met in
a timely manner.
● Prepared and submitted status reports to supervisors, project officers, and managers.
HOUSE RESEARCH & DEVELOPMENT (S) PTE., LTD
Office Staff
Frame Designing Section, CADD Dept.
Lot 7 block 9 Phase I Cavite Eco-Zone
Zone Rosario Cavite
April 2005 to September 2005
H.R.D.(S) has been active globally as a comprehensive housing research company which tasks include serving
as a think tank and trading building material for Japanese home builders. Our broad
broad-rang
ranging activities include
development of technology, product and construction management systems; market research; guidance for
management strategy, cost estimation and manufacturing training; fostering and dispatch of engineers;
designing, integration and cost
st management with computers and so on.
Responsibilities:
● Created and encoded house plans using CAD software, ensuring the correct materials and accurate
measurements were applied.
● Reviewed and verified orders completed by first
first-stage encoders for accuracy and compliance.
Part time:
DevSleuths - Upwork
Virtual Administrative Assistant
March 2020 to May 2020
Collected data from online sources and updated the Excel database daily to ensure accuracy and
completeness.
Alerted client to items requiring immediate attention.
Managed the company’s LinkedIn account and employee portal.
Posted job openings across various platforms, including freelancing groups on Facebook.
Odesk (Now Upwork)
Virtual Administrative Assistant
June 2014
Assisted a Medical Professor with editing and refining visual teaching materials.
Skills:
●
●
●
●
●
●
●
●
●
Customer Service
Service Coordination
Scheduling
Email Handling and Management
Phone Communication
File Management
Time Management
Problem Solving
Analytical Skills
●
●
●
●
●
●
●
●
Administrative Support
Data Entry
Researching
Order Management
Proof Reading
SalesForce (CRM)
Google Suite
MS Office
