Experience
Business Unit System and ID Administrator – VXI Global , QC - Waltermart05/2017 – Present
Research, analyze and interpret data based on various reports generated from client tools (Salesforce/Shoretel) Create and Track the scorecard for the entire program (P4P and Incentive) Prepares budget allocation for commission and incentives.
Maintains a lot trackers for reference of Operations and Shared Services
Prepares Business Review and Site Deck to be used for Client meetings and Site Performance review
In-charge in creating Invoice hours billable to the client
Designs analytical reports to help the Management team on their decisions
Manages the monthly survey for the program (Comments and Answers are confidential even on Manager Level)
Escalate issues to various partners based on the escalation type
Provision and manages client tools for all employee under the program
Technical Customer Operations Analyst – VXI Global , QC - Waltermart08/2012 – 05/2017
Monitor partner systems to ensure all transactions are processed within SLA
Handling escalations (Via JIRA ticket system) if the issue cannot be resolved on our end, we escalate it to concerned department (EG. Finance, IT, Treasury, Engineering)
Communicate to various partner banks whenever misses are about to happen on the created transactions
Setup partner meetings to make sure RCAs are provided on every technical related issues that caused delays on the
transactions
Customer Service Associate – VXI Global , QC - Eastwood01/2012 – 07/2012
Answer product and service question of customers
Opens customer accounts to record account information
Maintains customer records by updating account information
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Technical Support Agent – ePLDT - iPlus , Magallanes, Makati04/2010 – 12/2011
Answer product and service question, troubleshoot internet connection problem and billing related concerns
Opens customer accounts to record account information
Maintains customer records by updating account information
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolutio
OJT - Trainee – Loyola Plans Incorporated , Buendia, Makati01/2010 – 04/2010
Encodes data of all customers on various database used by the company
Doing audit on all customer receipts for tax computation purposes
Skills
Adept at creating Salesforce and Shoretel Reports
Able to generate and modify SQL queries
Basic knowledge on Cisco Networking and Topology (TCP/IP)
Strong attention to detail and quality review of work deliverables
Demonstrated analysis and problem solving skills with keen attention to detail and ability to consistently produce high-quality deliverables
Ability to effectively communicate in verbal and written formats, including good presentation skills
Proficient in all Microsoft applications, Word and PowerPoint, with highly intermediate to advanced Excel skills (Pivot Tables, VLookup, Macros)
Basic knowledge of relational databases that includes the design of multiple tables
Analytically minded and have the ability to assimilate and apply new techniques and knowledge quickly to deliver insights and solve problems
Good understanding of reporting (Presentation Skills of these reports highly desirable)
Self-aware, reflective and able to learn from mistakes, with an ability to learn quickly while on the job
Strong project management skills with good working knowledge and understanding of business and operational
Education
University of the East - Bachelor in Computer Science -)
Asian Institute of Computer Studies - Bachelor in Computer Science -)
Don Alejandro Roces Sci-Tech High School -
