Melissa Ann Tiamzon

Melissa Ann C. Tiamzon-_____________________________________________________________________ Employment History Apple South Asia (April 2014 – Present) Area Manager (APAC/ANZ)  Perform regular reviews, meetings and coaching with Analysts and Team Manager leadership in an effort to develop business processes and talent.  Develop metrics (KPI, VSAT, AHT, QA, Training and Compliance) and report effectiveness and quality of work to measure the success of the worldwide Advisor support team.  Responsible for the daily, weekly, and monthly reduction of contact center employee downtime through real-time troubleshooting, business partnership, meeting security standards, and in-depth issue trend analysis.  Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are found in-conjunction with AppleCare, Training and IS&T support business partner.  Establish a support process for securing AppleCare’s data and resources.  Plan, design, and manage work streams to implement complicated large-scale initiatives.  Execute global communication plans to help ensure swift adoption of changes to processes or technology Manage & develop a highly effective team consisting of AppleCare Team Managers and Support Specialists (Tier 1 and Tier 2) within a fast-paced, a high-growth environment.  Consistent partnership with global leadership driving objective compliance and suggesting new initiative. Software Support Specialist (Tier 2)  Provide support and assistance to Tier 1 as main point of escalation for technical, non-technical to build back trust from customers.  Provide dispute resolution  Analyze and proactively provide resolution and incorporate technical information for customers while verifying facts  Provide timely response for safety issue and risk management (handling personal injury, personal harm and/or property damage)  Identify fraud issues and security for the end users account details while maintaining high levels of confidentiality while doing an investigation.  On rotation as a Backup Team Manager, update metrics for the advisors  Provide coaching and identify key points where the advisor can improve to achieve projected KPI  Listening and evaluating calls as part of Quality Assurance.  APAC Vendor Management for Education Technical Support Project Manager (Education Support Team)  Overseas the development , planning and implementation of guidelines to be followed by education vendors throughout the APAC Region  Providing support to Education Vendors on budget and costing per repair, exchange or replacement of Apple devices (labor and parts), Products and Services offered. Software Support Specialist (Tier1)  Main point of contact for incoming technical calls  Reset security feature for the customer’s account  Provide exceptional customer service tailored for the issue the customer is facing Unilever Singapore (June 2012 – December 2012) Consumer Relations Consultant (Work from home contract)  Identify opportunities to offer information and make product suggestions based on customer's needs.  Document all customer interactions and enter all information into a database, as well as ensure that all records are accurate and up-to-date. Arvato Digital Services Singapore (October 2009 – June 2011) Team Lead  Leading, guide and motivate a team of Customer Service Officers to achieve KPI.  Provide one to one coaching to CSO and team meetings to address issues and make room for improvement.  Plan and manage the Call Centre activities based on predicted business growth, call growth pattern and customer behavior in order to optimize resources to achieve customer service objectives.  Create and implement retention strategies through effective leadership and crossfunctional teamwork with key Management staff to ensure the value of our customers Customer Service Representative (Autodesk AMER Region)  Acts as an interface between the customers and the company by attending to their queries and handling consumer complaints and activation requests.  Interact with customers to provide information in response to email and telephone enquiries about Registration and Activation of products when appropriate.  Provide additional support for the Quality Assurance Analyst in screening and evaluating the email responses made by the agents as well as listening to the calls received.  Process requests in Siebel and SalesForce. TGK-Asia Consultancy Inc. (October 2005 - April 2006) Account Coordinator (AMER Region)  Serves as the primary point of contact for client inquires and requests pertaining to their programs.  Preparing proposals and client presentations, collecting and presenting research information, providing the clients with information concerning rates, deadlines, technical specifications, and availability, and tracking impression as gathered from customer service data.  Works closely with clients to maximize effectiveness of their campaign. Sykes Asia (September 2004 - October 2005) Training Officer (Macromedia Product Activation)  Plan, develop, implement, and evaluate training and development programs in organizations.  Develop training resources. This involves preparing notes and visual displays from researched information or their own knowledge.  Evaluate the effectiveness of training programs, using surveys, questionnaires, interviews and observation, in order to plan courses or to amend existing ones.  Customer Service Representative (Macromedia PA – APAC and EMEA Region)  Receive calls from Macromedia customers to assist in Product Activation and or their Rights to Service for technical support.  Ensure that all customer gets full attention from Macromedia engineers and if they are eligible for Technical Support. Ambergris Solutions Inc. (November 2002 – September 2004) Quality Assurance Analyst (Dell Customer Service – AMER Region)  Lead and assist in projects that deliver significant benefits and improvements in process, service and quality.  Track and monitor agents’ performance against high standards and identify areas for development and improvement. Customer Interactive Associate (Dell Customer Service – Inbound Call)  Handles phone inquiries like, order status, returns, exchange, transfers, billing of products and other frequently asked questions by customers.  Able to give a win-win situation for both the customer and the company. Procter & Gamble Philippines Inc. (April 2001 – May 2002) Account Executive  Maintains relationships and favorable contacts with current and potential accounts.  Spends time in developing relationships with Advertising companies that gives P&G the edge towards other product competitors.  Conceptualize potential advertising strategies for media and print add. ______________________________________________________________________ Education Levels Tertiary School Year St. Paul University of Manila 1997 – 2001 BS Commerce Major in Business Management Secondary Our Lady of Lourdes School 1993 - 1997 ______________________________________________________________________ Recent Trainings IOS and Mac OS Trained, continuous software training for Software Updates and product launches (April 2014 – Present) Apple South Asia