Edrian Bahala

Experience

• 

  TeleTech Philippines

  Aug 2016 - Feb 2017

  Service Desk Analyst

  • Provide comprehensive Customer/Technical support and account management services within the Teletech system and applications(Active Directory, VMWare, Citrix, Avaya, Cisco etc.)• Report to work at the assigned time, adhering to workschedules each day• Sets up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.• Installs and performs minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.• Conducts computer diagnostics to investigate and resolve problems or to provide technical assistance and support.• Consult with customers on technical support inquiries by avariety of communication channels that could include voice orchat• Respond to inquiries with active listening – identifyingadditional needs and support any upgrades in products andservices• Resolve customer issues in a timely manner as expected by ourcustomers and stakeholders• Open and maintain customer accounts and information• Resolve technical issues with patience and understanding• Collaborate with other team members to resolve complexissues• Report emerging issues by escalating to Level 2 Subject Matterexperts Show less

• 

  IQVIA

  Oct 2017 - now

  Under guidance, controls the report generation process and provides guidance and support to clients daily or as a specialist on specific products/services.Essential Functions• Ensures the contract fulfillment to specifications of basic and routine reports for defined customers.• Reviews client data requirements with the appropriate internal resource to ensure that basic product deliverables meet the customer's specifications, including timeliness and quality.• Researches, analyzes and responds to client inquiries that are routine in nature.• Provides support to team for client service meetings at customer sites.• Produce ad-hoc studies on demand. Show less • Provide comprehensive Customer/Technical support and account management services within the EDC system (InForm, Infosario Outcome, OCRDC, Web Lab Tool, ERT(EPX), Medidata Rave, Cronos(CIRP), RMP, Alexion) via call and email for the end users of clinical trial.•Flexibility to changes in shift schedules, as dictated byManagement.• Communicates with end users to clarify and definerequirements.• Work within Service Level Agreements.• Ability to quickly adapt to changing priorities and fluctuationsin workflow are requirements.• Take all steps to troubleshoot issues reported to them andresolve or escalate to the appropriate contact.• Use all available Knowledge Management Tools duringprocessing.• Take all necessary steps to ensure customer satisfaction at theend of the service.• Create and submit detailed call/email logs documentingcustomer interactions. Accuracy, thoroughness, and timelinessare key call /email logging components.• Confirm and update customer profile information as needed.• Promptly notify management of any potentially “dissatisfied”customers.• Act as first point of escalation for Level I Analysts and beknowledgeable on client specific workflow.• Follow all documented escalation procedures, including handoff times, for issues requiring immediate managementintervention.• Follow all documented procedures to handle opencalls/tickets, including monitoring open call/ticket queues,placing follow ups, etc.• Confer with Supervisor to identify trending problems and workto develop solutions to open issues.• Maintains call information in database using commercialsoftware.• Assist in the mentoring of Level I Analysts Backup role.• Mentor Level I Analysts in their technical skill set. Show less • Provide comprehensive Customer/Technical support and account management services within the EDC system (InForm, Outcome, OCR DC, ERT) via call and email for the end users of clinical trial.Flexibility to changes in shift schedules, as dictated byManagement.• Communicates with end users to clarify and definerequirements.• Work within Service Level Agreements.• Ability to quickly adapt to changing priorities and fluctuationsin workflow are requirements.• Take all steps to troubleshoot issues reported to them andresolve or escalate to the appropriate contact.• Use all available Knowledge Management Tools duringprocessing.• Take all necessary steps to ensure customer satisfaction at theend of the service.• Create and submit detailed call/email logs documentingcustomer interactions. Accuracy, thoroughness, and timelinessare key call /email logging components.• Confirm and update customer profile information as needed.• Promptly notify management of any potentially “dissatisfied”customers.• Follow all documented escalation procedures, including handoff times, for issues requiring immediate managementintervention.• Follow all documented procedures to handle opencalls/tickets, including monitoring open call/ticket queues,placing follow ups, etc.• Maintains call information in database using commercialsoftware. Show less

  • Client Services Representative 2

    Nov 2023 - now

  • Technical System Support Analyst

    Nov 2018 - Nov 2023

  • Business Process Asst 2

    Oct 2017 - Nov 2018