Richell Comabig

Richell Estafia Comabig Profile Summary Family owned and operated business: - Assistant Manager Project Name: Accenture Response - Associate Software Engineer Project Name: Blaze (Accenture) - Workforce Management Specialist/Real Time Analyst Project Name: Verizon CCO - Billing Inquiry (Accenture) - Transaction Processing Representative - Front Office Customer Care Representative Project Name: Leo (Accenture) - Contact Centre Agent Education University/College University of San CarlosTechnological Center Job Experiences Degree Bachelor of Science in Electronics and Communications Engineering Year March 2003 Client/Company : Family owned and operated business Project Duration : May 2016 - Present Assigned Role : Assistant Manager Duties/Responsibilities: • Supervise employees and ensure that key tasks are accomplished by workers’ daily • Helps monitor resources and provide insights to improve efficiency • Implement recommendations to improve processes and procedures • Motivate employees to exceed expected goals • Articulate values that should be embodied in the business and maintain good working relationship Client/Company : Accenture, Inc. Project Name : Accenture Response Project Duration : May 2015 - May 2016 Assigned Role : Associate Software Engineer Duties/Responsibilities: • Reports to Software Engineering Lead/Manager at project level • Assist Software Engineer to maintain and improve in-house software modules and technical support • Coordinate with all team projects and monitor all product life cycle and prepare all specifications and perform tests on all configuration and installation • Coordinate with all cross functional team to analyze all issues. • Train all support teams on various business processes and track all tools and partner with process teams and develop efficient problem management procedures. • Assist in preparing all technical design documents and ensure effective implementation of all products and plan all activities. • Provide internal support for all products and assist various departments. Client/Company : Accenture, Inc. Project Name : Blaze Project Duration : September 2013 - September 2014 Assigned Role : Workforce Management Specialist/Real-Time Analyst Overall Purpose of the Job: Manage service level metrics across deals supported while maintaining contractual commitments, including Service Level commitments to the client for applicable lines of business. Supports the real-time event management, SL performance, system issue reporting. Real-Time Analyst (RTA) is responsible in ensuring staffing variances are addresses real time by sending updates to Operations as needed. Duties/Responsibilities: • Achieve customer support service levels by managing call volumes among multiple vendor call centers to ensure optimal performance. Provide continuous interaction with the IDO and vendors to maximize service- level metrics with the intent of achieving service level and contractual objectives across vendors. • Act as the real-time monitor for the client Operations team by providing direction, guidelines and performance updates to hit service level goals. • Provide periodic reports real time and historical containing performance data to support operations management • Be on point for internal and external outages that affect service level and/or performance • May be utilized to accomplish one of other WF specialization tasks such as (ID management, scheduling, short-term forecasting) Client/Company : Accenture, Inc. Project Name : Verizon CCO - Billing Inquiry Project Duration : February 2011 - September 2013 Assigned Role : please see below Assigned Role: Billing Research Analyst • Responsible for researching invoice inquiries and disputes, updating customer data, processing credit memos, researching deductions, manually adjusting accounts per system, resolving disputes and responding to customers. Assigned Role: Inbound Support • Respond to customer inquiries. • Research required information using available resources. • Handle and resolve customer complaints. • Provide customers with product and service information. • Complete call logs and call reports as necessary and update them timely in the database. • Identify and escalate priority issues, and route calls to appropriate departments whenever necessary. Assigned Role: Subject Matter Expert/Internal Quality Auditor • Understands, articulates, and implements best practices related to the area of expertise. Depending on the work environment, we, the subject matter expert, will lead or be an active participant of a work-group with the need for specialized knowledge. We expertly provide guidance on how the area of capability can resolve an organizational need, and actively participate in all phases of the process development and work cycle. Client/Company : Accenture, Inc. Project Name : Leo Project Duration : June 2008 - January 2011 Assigned Role : Customer Service Representative Assigned Role: Inbound, Outbound and Up-Sell Support • Place outbound calls to customers in line with company guidelines. • Receive inbound calls ensuring incidents are logged correctly. • Utilize up-sell opportunities in achieving quality sales for the team. • Resolve customer queries, ensuring that a high standard of customer service is maintained. • Ensure full compliance with the Data Protection Act 1989 and subsequent amendments. • Maintain regular and punctual attendance in line with company policies and procedures. • Minimize customer complaints and escalations by providing exceptional service and call control.