Jessica Judith D. Magueflor
Self-motivated; can handle pressure and work accurately with minimum supervision, highly trainable, can multi-task and a team player.
904 - West Insula, #135 West Avenue, Brgy. Bungad, Quezon City ♦- ♦-
Employment History:
Sr. Analyst (NAS – Upgrade IC) | ADP, Philippines Inc.
6F, Glorietta 2, Corporate Center, Palm Drive, Ayala, Makati City
February 2015 – Present
Responsibilities included:
Partner with client by understanding their business and their needs.
Guide and drive clients toward the best solution for their business needs.
Interpret issues and find creative solutions to help the business with their long term needs.
Understand client’s business issues and concerns.
Compare current system vs new system.
Implement a solution that will help address client concerns and needs.
Exchange routine information with members of client project team, including priorities, timelines and issues as they arise.
Technical Support Representative 2 (HP) | Stream Global Services Inc.
Worldwide Corporate Center, Shaw Blvd, Mandaluyong City
July 2014 – February 2015
Responsibilities included:
Solve technical problems for Desktop PC.
Track and maintain all client communications and documentation thru ticketing system.
Define action plans and follow-through to ticket resolution.
Respond to reported issues in a timely manner.
Identify situations where professional services may be warranted.
Technical Support Representative 2 | Stream Global Services Inc.
8F Security Land Centre, 6776, Ayala Avenue, Makati City, 1226
January 2013 – February 2015
Advanced System Administrator (Salesforce.com)
certification license:-
June 23, 2013 – February 2015
System Administrator (Salesforce.com)
certification license:-
April 21, 2013 – February 2015
Responsibilities included:
Assists customers in managing their database including multiple user setup, profiles and roles, customization of objects, fields, record types, page layouts, campaigns, validation rules, and creating workflow rules.
Assists customers with data migration, data cleansing using v-look ups and finding duplicates using Excel, data mapping and using tools like Import Wizard, Data Loader or other Third party application like Dataloader.io and/or LexiLoader.
Provides overview of different functionality in Salesforce like Email-to-case, Web-to-case, Web-to-lead.
Recommends Third Party app integrations in case certain functionality is not available in Salesforce.
Logs cases for customers calling in for Support and endorses the cases to their respective skill groups.
Educates customers of the SLA for Premier and Standard Support.
Technical Support Representative | Convergys, Philippines
24F Robinsons-Equitable Tower, ADB Avenue cor Poveda Street, Ortigas Center, Pasig City, 1600
June 2008 – October 2012
Responsibilities included:
Answer incoming customer calls and provide assistance for registration, email creation, physical line testing, modem/filter setup, email, browser and modem troubleshooting.
Interact and coordinate with other departments to resolve customer issues.
Determine further action or final completion on customer cases received.
Interpret customer records and repair tickets.
Escalate customer trouble issues when appropriate.
WFM – Login Administrator | Teleperformance, Philippines
2F Edsa Central Pavillion, Greenfield District, Mandaluyong City, 1550
March 2006 – March 2008
Responsibilities included:
Requests Logins for New Hire/Rehire employees.
Requests profile change/upgrades for an existing employee.
Roll off ids for employees no longer in the company.
Updates Customer Solutions Reporting and Analysis.
Assures that CRO is aligned with the Rosters.
Ensures that all helpdesk ticket issues are updated in the Issues Tracker.
Tests logins to make sure they work.
Opens helpdesk/service tickets in case troubleshooting logins doesn’t work.
Initiates Conference Bridge when needed.
Other tasks:
Provides real time monitoring / management for the queue and all of phone activities.
Ensures that Center’s statistics are within target.
Conference call with client and other vendors in a virtual call center environment.
Experience in Scheduling and Forecasting tasks such as:
Updating employee information in Blue Pumpkin such as Hire Date, Supervisor, Skill Type and ACDID Login.
Terming agents in Blue Pumpkin.
Painting schedules for the week using Blue Pumpkin and IEX.
Ensures Weekly Planning Tool (WPT) is updated.
Process Day Off Requests thru CCMS.
Provides Over/Under report to client and Operations on a weekly basis based on the forecasted call volume.
Provides Weekly Staffing reports thru Work Force Org tool.
Provides Forecasted Call Volumes to Mission Control.
Customer Service Representative | Teleperformance, Philippines
July 2005 – March 2006
Responsibilities included:
Answer incoming calls regarding wireless mobile accounts.
Provide basic troubleshooting when customer’s wireless mobile devices are not working.
Handles billing issues and payments.
Refer customers to alternate products by providing customer awareness.
Ensures complete and accurate documentation of each client interaction.
Ensures first call resolution.
Telemarketer | Equicom Systems Management, Inc
360 Myrogo Building S. Veloso St. San Juan, Metro Manila, 1500
June 2004 – June 2005
Responsibilities included:
Contact businesses or individuals by telephone to offer credit card application based on the leads provided by the company.
Explain products, services and charges to potential customers.
Obtain customer information such as name, address and other personal information via telephone and record them on the database.
Collects supporting documents via fax and submits accomplished forms to verification group.
Educational Background:
Central Colleges of the Philippines
52 Aurora Boulevard, Quezon City, 1100
Bachelor of Science in Business Administration major in Management
June 2000 – March 2004
References:
Ryan Joy Dela CruzTina Tolentino-Gutierrez
ADP IC - UpgradesWFM Manager
ADP, Philippines, Inc. Teleperformance-
Mike HernandezMark Joseph Rodriguez
Team Leader Team Manager
Convergys, PhilippinesConvergys (Stream Global Services, Inc-
