Maria Nica Anorico Balbuena

PROFILE MARIA NICA ANORICO-BALBUENA-- Nica is an App/Cloud Support Analyst with almost 4 years of experience as a Virtual Assistant and 7 years in Remote Support, Quality Assurance and Application Support. Education / Eligibilities • Bachelor of Science in Management Accounting (Undergrad) Certifications • Lean Six Sigma Yellow Belt • AZ-900 Microsoft Azure Fundamentals Skills / Characteristics • Excellent verbal and written English communication • Computer literate • Typing speed of 60-70 wpm • Contract and Forms preparation • Data mining/research • Workplace Technology Remote Support • Word Processing • Proficient in using the following • applications: • ü Microsoft Office • applications (Word, Excel, OneNote, Outlook and PowerPoint) ü Google Workspace ü OneDrive ü Dropbox ü LogMeIn Rescue ü Canva ü PicMonkey ü Skype ü Microsoft Teams, ü Zoom ü Facebook Business Suite Team player Detail-oriented Love for continuous learning Work Experience Vanilla Networks, Inc. (2010 – 2014) Role: Virtual Assistant • Create savings analysis for current and prospect clients • Generate leads or do data mining for prospect clients • New contracts or contract renewals creation for new and renewing clients • Report creation for broker’s commission monthly • Book flights for the director as needed • Update billing information of clients for documentation • Answers calls from clients and/or director’s business partners if the director isn’t available or out of town People Plus Tech (2014 – 2016) Role: Remote Support Technician (Subcontractor to Accenture, Inc.) • Fixes printer-related issues or concerns, email and software issues, computer optimization, diagnostics and repair, networking concerns and adding devices to an existing network through remote assistance. Accenture, Inc. (2016 – Present) From subcontractor, was absorbed by Accenture as FTE (Full-time employee) *First Project* (US-based Company, 2016 - 2020) Role: Remote Support Technician • Fixes printer-related issues or concerns, email and software issues, computer optimization, diagnostics and repair, networking concerns and adding devices to an existing network through remote assistance. PROFILE MARIA NICA ANORICO-BALBUENA-- Work Experience Role: Hive Lead • Provides guidance and assistance to Hive members with issues they are having difficulties in resolving and provide subject matter expertise to members that are less experienced. v Awards/Achievements: • Top Hive Lead Role: Quality Assurance Agent • Conducts quality audits on chat and voice call interactions between agents and clients. • Monitoring CSAT scores and addresses escalations. • Conduct regular coaching sessions to agents in my bucket. • Facilitate brownbag sessions for agents. • Additional responsibilities: (Ad-hoc Tasks) • Volunteered to become the Cebu Quality Assurance Trainer Ø Conducted New Joiner’s Quality Training for around 4-5 waves of newly rolled-in agents. Ø Revised and submitted QA-related training decks for approval. • Back-up BCM Coordinator • Back-up Risk and Issue Management Coordinator • Engagement Champion v Awards/Achievements: • Difference Maker • Successfully facilitated Project's Cebu Site Year-End Party 2019 Role: Quality Assurance Lead and Supervisor • Manages the Quality Assurance agents’ daily performance. • Provides coaching for underperforming QA agents and mentoring. • Conducts data extraction and analysis for daily, weekly and monthly performance of agents and Quality Assurance agents. • Creates reports and PowerPoint presentations. • Additional responsibilities: (Ad-Hoc Tasks) Ø Primary Business Continuity Management Coordinator Ø SharePoint Management and Maintenance Ø Primary Risk and Issue Management Coordinator Ø Engagement Champion v Awards/Achievements: • Leader of the Pack • Gold A-Service Award *Second Project* (Japan-based Company, 2020 to present) Role: Application Support Engineer • L2 technical support • Handles incident and/or work request tickets related to Office 365 admin center settings, Exchange server, Mail relay server, Mobile Device Management and MECM.