Judie Ann Roxanne Viar

JUDIE ANN ROXANNE VIAR WORK EXPERIENCE CONTACT --1465 3rd Street, Barangay 808, Paco, Manila, Philippines EDUCATION- ADAMSON UNIVERSITY Bachelor of Science in Information Technology SKILLS Customer Support Teamwork Time Management Leadership Effective Communication Critical Thinking LANGUAGES English: Fluent Filipino: Fluent 2019 - PRESENT Five9 Philippines Inc. Technical Support Engineer Resolved complex issues such as dropped calls, echo, poor audio, and latency, ensuring high-quality customer experiences. Acted as the primary troubleshooting contact for highly escalated customer cases, including premium customer, business partners and vendors. Managed high-priority escalations and provided account escalation management. Served a the team’s Point of Contact (POC), assisting with daily case management, urgent requests, and escalations. Handled high-severity requests and escalations, delivering timely and effective solutions. Updated and maintained internal and external knowledge articles for improved process efficiency. Diagnosed and resolved technical issues, partnering with customers to optimize Five9 call center software solutions. Worked cross-functionally in a customer-facing capacity, coordinating with internal teams to address client needs. Maintained awareness of service outages, maintenance, and software changes impacting customers. TATA Consultancy Services Philippines Inc. Escalations Team - Managed complaint queues, assigned issues to escalation analysts, and ensured timely updates to users. Conducted root cause analysis, executed the Incident Management Proccess, and created IVRs for major incidents. Liased with global technical teams for resolution of high-priority tickets and led communications for P1/P2 incidents. Utilized escalation matrices effectively and participated in review meetings to improve resolution processes. Self-Service Monitored and assigned tickets from the Self-Service Portal, ensuring SLA compliance. Collaborated on process improvements and maintained technical documentation for efficient service desk operations. Service Desk Delivered 1st-level IT support, incident recording, and service request management. Enhanced customer satisfaction by adhereing to SLAs and providing regular status updates. Prepared service delivery reports and contributed to continual improvement plans. Convergys Philippines Incorporated Technical Support Representative - Responding to customer inquiries related to Xbox concers via chat. Delivering high-quality technical support to customers experiencing issues with their Xbox consoles. Recommending alternative products and services tailored to meet customer needs. Assisting with billing inquiries and resolving related issues.