Service Representative Customer
Resume:
Nico C. Jaranilla
Cupang, Muntinlupa City
(02) 8366 - 3160
adkgkj@r.postjobfree.com
Resume Summary
Experienced Service Administrator with a background of an Operations Supervisor and a demonstrated history of working in the computer software and customer service industry. Skilled in Configuration Management, Technical Support, Data Analysis, Software Configuration Management, and Service Levels. Strong support professional with a Bachelor of Arts in Psychology from Pamantasan ng Lungsod ng Muntinlupa.
Educational Background
Pamantasan Ng Lungsod Ng Muntinlupa
NBP Reservation Poblacion, Muntinlupa City
Graduate of Bachelor of Arts in Psychology
(2006-2010)
Work Experiences
SAP Concur
Service Administrator
May 2017 – Present
Roles:
Managing and maintaining customers’ system configuration by adding, editing or removing configurable options as required, within the parameters of the service administration scope.
Communicating with customers on issues and questions related to the use of Concur’s products and services.
Acting as an escalation point of contact to engage appropriate members within internal teams to assign tasks and discuss possible resolutions to more technical challenges.
Coordinating client integration cases to the appropriate team like Netsuite, AppZen, WIPFLI and other web services available to the client.
Maintaining working knowledge of Concur Travel, Expense, Invoice and Request related products including new releases.
Utilizing Salesforce.com as the primary CRM in documenting client transactions.
Assisting clients with Cognos Business Inteligence for report writing or looking for a standard reports needed by the clients based on their business needs.
Teleperformance Philippines
Operations Supervisor
January 2014 – March 2017
Roles:
Responsible for serving as a mentor and coach to the agents on the floor.
First point of escalation to the assigned team of 15-18 Retentions and Escalations agents resolving difficult customer scenarios in the absence of Subject Matter Expert.
To have a high level of proficiency regarding client’s services and company policies.
To ensure timely coaching is provided to 15-18 agents on a weekly basis focusing specifically on performance feedback.
To ensure service level requested by the client is being met.
To assume responsibility in the absence of the Assistant Centre Manager.
Responsible in signing off applicants to determine culture fit applicants and determines performance and attrition risks.
Subject Matter Expert
December 2012 – January 2014
Subject matter expert for nesting or transition agents from product training before endorsing to production.
Exhibits the highest level of expertise in performing a specialized job, task, or skill within the organization. Responsible on how tasks, include the order of performance steps, are to be performed. Responsible for acceptable performance level.
Customer Service Representative
September 2011 – December 2012
Roles
Provides best customer service experience to clients in a Canadian Telco account
Responsible as the first line in customer service providing First Call Resolution in a timely manner, and customer satisfaction
Directly reporting to operations supervisor for coaching opportunities and for hitting daily, weekly and monthly goals as a team
Convergys Philippines Services
Customer Service Representative
March 2011- August 2011
Roles
Provides best customer service experience to customers in a US based cable account
Responsible for hitting team goals and metrics by providing First Call Resolution and Customer Satisfaction
Galeo Equipment and Mining Company
Recruitment/Compensations and benefits Assistant
October 2010 – February 2011
Roles
Directly reporting to Recruitment Specialist and Compensations and benefits Specialist
Maintains accuracy of 201 files and government mandatory requirements
Responsible for screening of applicants
Contact this candidate