Mart Philipps M. Pangilinan

MART PHILIPPS PANGILINAN Escalation Expert, Customer Service, Email and Technical Support PROFILE Over 12 years of BPO experience in customer service, billing, and retention, email and technical support, and sales for a US based ISP company. I am an expert in managing and handling escalation processes for all support streams and specialize in internet and computer troubleshooting. I’m looking for long-term technical related projects that will fit my skills and abilities EXPERIENCE Team Lead – Escalations (Subject Matter Experts) SUTHERLAND GLOBAL SERVICES Clark Angeles City, Pampanga June 2016 – May 2019 • • • • • • • • • • Supervise the team in accordance with the company policies and procedures. Monitor team performance by process adherence and reviewing scorecards daily. Prepare and complete reports/data analysis, action planning, and execute business plans. Attain all quality and efficiency metrics of the program. Performs audits and conduct tactical coaching/feedback, and provide on going training. Schedule team meetings to evaluate performance, create plans for improvement, and provide constant communication on product and policy updates. Create and support programs that encourage employee engagement. Engage in weekly business reviews to keep Clients up to date on team and program performance. Assign monthly/daily tasks and monitor activity and completion. Manage the team schedule including time off requests and shift coverage. Senior Consultant – Level 2 Escalation Support SUTHERLAND GLOBAL SERVICES Clark Angeles City, Pampanga Nov 2009 – May 2016 • • • • Analyze and resolve end user’s product-related hardware and software issues. Troubleshoot outstanding issues by understanding, diagnosing root cause and coming up with effective solutions. Exceed customer requirements with accurate and deliverable solutions Contribute to continuous improvement of client services based on learning from ideas, client implementation, and previous experiences. • • • • Develop effective and efficient solutions based upon clients' strict requirements. Handle rectified troubleshooting tasks and use out-of-the-box methods to immediately address and resolve technical issues. Take additional job duties, including Level 1 support during unexpected backlogs, call volumes, and shortage in consultant headcount. Increase customer retention and satisfaction by providing quality resolution for recurring issues. Hybrid Consultant (Sales, CS & Billing, Retention, and Technical Support) SUTHERLAND GLOBAL SERVICES Clark Angeles City, Pampanga Sept 2006 – Oct 2009 • • • • • • • • Describe different solutions to customers to assist in problem resolution. Configure hardware, devices, and software to set up end users to be client product ready. Explain technical information in clear terms to non-technical customers to promote better understanding. Respond to support requests from end users and patiently walked them through basic troubleshooting tasks. Document all transactions and support interactions in system for future reference and addition to knowledge base. Break down and evaluate user problems using test scripts, personal expertise and probing questions. Retain existing customers and develop new accounts by extending high quality and efficient support service. Engage end users and answer questions via email and/or phone. SKILLS High Level Technical Skills Process technical assistance on wide range of issues related to computer programs, applications, and internet, and at the same time describe solutions to customers to help them understand various problem resolution. Excellent analytical skills Interpreting data, identifying trends & progression, and making a collaborative approach in problem solving. Strong verbal and communication skills Clear, constructive, and professional manner of communication. Strong leadership skills Having a team player attitude in planning, organizing, taking initiative, prioritize, and multitask effectively. EDUCATION Bachelor of Science Electronics & Communications Engineering AMA Computer College City of San Fernando, Pampanga- AWARDS / RECOGNITIONS Service Award - 12 Years Sutherland Platinum Awardee September 2018 • Platinum service award for a twelve years tenure of partnering with the organization. Escalation Specialist 2017 Special Awardee • Unwavering support and guidance in maintaining the excellent standards and spearheaded the Escalations Team. Values - PEOPLE Sutherland Platinum Awardee April 2015 • Respect peers and value their contributions. Dedicated to creating a work environment that is professionally challenging and personally rewarding.Believed in teamwork, and as a team, delivering exceptional results to our clients and their customers. Committed to the professional development of each person as they progress through their career in the organization. Top L2 of the Year July 2013 • Excellence in providing quality customer service and high level technical support. Top C-SAT Performer Sept-Oct 2007, Jan-Feb 2008 • Dedication and commitment in achieving Customer Satisfaction CERTIFICATES / EXAM Lead 100 Certification Team Lead April 2016 2Wire 4011G Wireless Modem and Basic Wi-Fi Technical Training January 2011 Career Service Sub-Professional Examination November 07, 1999 General Rating: 83.66 Exam No. 541804 PERSONAL INFORMATION Date/Place of Birth October 16, 1978 City of San Fernando, Pampanga Nationality Filipino Phone/Email --Interest/Hobbies Basketball, Biking, Reading, Advance Technology