Raven Gamueda

RAVEN C. GAMUEDA Career Objective 3+ years of experience as a Scheduling Analyst. Seeking to obtain a position with a well-established organization within a stable environment that will lead to a lasting relationship. My major strengths encompass strong organizational skills, solid verbal communication with the ability to identify needs and goals, managing project budgets and schedules. Skills & Abilities • Adaptable • Hard Working and Reliable • Superb Communication and People Skills • Critical Thinking • Works Under Pressure • Multi-tasking • Organized • Knowledgeable in MS Office • Computer Literate • Administrative writing skills • Data entry/typing skills Technical Support Representative TCL Online Services Inc. 23/F Axis Tower 2, Northgate Cyberzone Filinvest, Alabang Muntinlupa City February 2020 – April 2021 Work Experience Roles and Responsibilities: • Set up new users' accounts and profiles and resolve password issues • Assist with login assistance for customers • Providing timely and accurate customer feedback • Identifying hardware and software solutions • Analyze call logs and/or ticket requests to detect common trends and underlying problems • Test and troubleshoot issues • Used Microsoft Dynamics 365 to input customer’s data for tracking purposes • Walkthrough customers through a series of actions to resolve issues • Prioritize and manage high volumes of cases at one time • Knowing when it’s time to pass the customer to a supervisor, repair expert, or another appropriate team member for further assistance Technical Support Representative / Upselling Agent Sitel Philippines Robinsons Cyber Gate Plaza Pioneer Edsa, Mandaluyong City 1550 May 2021 – January 2022 Roles and Responsibilities: • Utilize computer technology to handle high call volumes • Provide resolutions to customer’s product complains through testing and troubleshooting • Adress and resolve customer product complains empathetically and professionally • Gathered and verified all required customer information for tracking purposes • • • • • • Manages customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment Assist with placement of orders, refunds, or exchanges Inform customers of deals and promotions Attempt to persuade customer to reconsider cancellation Sell products and services Handle changes in policies or renewals Scheduling Analyst Prople BPO, Inc. 23rd Floor Robinsons Cybergate Center Plaza 3 Pioneer Street, Mandaluyong City 1550 Philippines February 2022 – December 2022 Roles and Responsibilities: • Determining the urgency and impact of requests and assigning them to the appropriate technician or team. • Keeping clients and team members informed about the status of service requests and resolving any issues that arise. • Keeping accurate records of service requests, dispatches, and resolutions. • Ensuring customer satisfaction through effective communication and timely resolution of issues. • Utilization of Field Nation to create work orders • Assisting technician with checking in and checking out upon arrival and departure • Answer incoming queue calls in a fast-paced environment and triage based on the type of call • Utilize Field Nation to identify/schedule subcontractors for service and negotiate rates to maximize profitability • Perform technician vetting and selection for each work order • Updating service tickets on MSP tools • Communicate regularly with internal teams and stakeholders to provide updates throughout the dispatch cycle • Drive escalations as necessary to achieve results and act as a liaison between project managers, engineers, and field technicians. • Ensure timely and effective communication with customers, vendors, and peer organizations • Conduct daily follow-up calls with scheduled vendors/technicians to ensure daily appointments are met Scheduling Analyst / Service Assurance Associate Endeavor Managed Services 10F South Tower RBC Sheridan Building, United Street corner Sheridan Street, Highway Hills, Mandaluyong City 1550 Philippines December 2022 – July 2025 Roles and Responsibilities: • Answers phones and emails, schedules and confirms appointments, and inputs customer data/requests into company systems • Utilization of Zoho, ServiceNow and Oracle for service ticket requests • Creating and updating service tickets on MSP tools • Organizes workflow and appointment by reading and routing correspondence, collecting customer information, and managing assignments • Using Field Nation and WorkMarket to identify/schedule technicians for service • Establish scheduling templates and change processes required to construct and maintain project schedules • • • • • • • • • • • • • • • • • • Answering phone calls and greeting technicians or customer Scheduling, rescheduling, and canceling technicians dispatch as required Perform technician vetting and selection for each work order Answering technicians’ questions regarding basic information about the dispatch or payment concerns Providing instructions to technicians to ensure that they are prepared for the dispatch and procedures Verifying dispatch details and informing technicians of materials/tools needed, explaining which is reimbursable and not Making phone calls and sending emails reminding technicians of dispatch Resolving scheduling conflicts Coordinate with internal departments and project managers about work progress Record and maintain detailed reports of customer requests and work completed Keep accurate records of all material and labor costs Assisting with the management of daily operational activities Ensure that all operations activities are carried out in a timely and efficient manner. Coordinate with team members to ensure that projects are completed on time and within budget. Assisting with project management by creating assignments, tracking progress, and resolving issues Supporting technicians during the time of dispatch Drive escalations as necessary to achieve results and act as a liaison between project managers, engineers, and field technicians. Ensure timely and effective communication with customers, vendors, and peer organizations Personal Background Date of Birth: June 15, 2001 Place of Birth: Manila Sex: Female Civil Status: Single Citizenship: Filipino Educational Background Bestlink College of the Philippines Bachelor of Science in Psychology 1071 Brgy. Kaligayahan, Quirino Highway, Novaliches Quezon City- Gen. Tiburcio De Leon National High School Corner Mercado St., Gen. T. De Leon, Valenzuela City- Las Piñas City National Senior High School – CAA Campus Saging St., Phase 2, BF International, Las Piñas City- Captain Albert Aguilar National High School – Main CAA Road cor. Balikatan St., BF International Village, Las Piñas City- I hereby certify that the above statement and information is true and correct. RAVEN C. GAMUEDA Applicant