Mary Candice Reuyan

Mary Candice L. REuyan Consolacion, Cebu 6001 Philippines (- -   Personal Summary Adaptable and results-oriented professional with a unique blend of experience in administration, software deployment, and customer support leadership. Skilled in streamlining operations, optimizing deployment workflows, and leading high-performing support teams. Known for strong communication, problem-solving, and a customer-focused approach, with a passion for cross-functional collaboration and continuous improvement in fast-paced environments.     Work Experience CUSTOMER SUPPORT TeAM LEAD July 2023 – June 2025 Gemango Software Services Inc. Delegate tasks equally among helpdesk agents and respond immediately to escalated (Unhappy Customer) tickets. Schedule TeamViewer meetings with the Development Team. Regularly update customer reply to templates, canned responses, solution articles, and user guides. Monitor app ratings, coordinate with social media efforts, and introduce new strategies to enhance customer experience. Report trends in bugs, customer satisfaction levels, agent performance, and overall team morale. Track and support the progress of helpdesk agent training programs. Make decisions and arrangements for customer refunds. Manage order corrections and resolution of purchase-related issues. CUSTOMER SUPPORT AGENT June 2019 – July 2023 Gemango Software Services Inc. Respond to customer support tickets via email within 48 hours of receipt. Provide helpful and professional replies, even when a full resolution isn't immediately available. Escalate complex or technical issues to the Quality Assurance (QA) team for investigation. Collaborate with QA to verify bug reports and confirm that fixes are properly implemented. Log valid issues into JIRA when appropriate or coordinate with QA before doing so. Maintain clear communication with customers throughout the resolution process. Assist QA with collecting additional customer details if needed (via Freshdesk or scheduling calls through WhatsApp/Zoom/TeamViewer). Proactively suggest UI/UX improvements to the Project Manager based on recurring support issues. Monitor and report discrepancies in User Guides and Knowledge Base to the Documentation Team. Software Engineer [Deployment] April 2016 – July 2018 Innodata Knowledge Services Inc. •  Improves operations by conducting systems analysis; recommending changes in policies and procedures. • Determines operational feasibility by evaluating analysis, problem definition, requirements, and proposed solutions. • Documents and demonstrates solutions by developing documentation, flowcharts, layouts, diagrams. • Supports other project in analyzing and configuring websites for crawling. Senior Associate [Department Assistant] January 2012 - April 2016 Innodata Knowledge Services Inc. •  Appointed as Process Document Controller. • Responsible in maintaining document quality and information management system of process. • Performs document quality check in accordance with company document control procedures. • Reviews completeness of documentation and prepares the necessary document. • Ensures proper document classification, sorting, filing and proper archiving. • Prepares engineering reports, as may be required.     Technical Skills Jira Freshdesk Confluence Google Sheets Mollie PayPal Slack     Education University of Cebu - Lapu-Lapu and Mandaue June 2008 - October 2011 Bachelor of Science in Information and Technology