Roy John Garcia

Experience

• 

  Accenture

  Oct 2010 - Dec 2013

  Billing Analyst

  • Deals with billing, payment and meter reading exceptions generated from various internal and external sources.• Issues work assignments, verifies invoices, and processes various production jobs and files.• Updates accounts, and completes billing transactions to rectify billing errors• Records and processes client programs and products.• Ensures accurate maintenance of records and complete documentation of all accomplished work.• Researches and obtains resolution of a variety of complaints and issues.• Ensures all customer complaints are recognized, recorded, and acknowledged and resolved efficiently.• Alerts appropriate staff of any potential Customer problems or issues.• Performs variety of Customer Care duties and accountabilities as business need dictates Show less

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  SuccessFactors

  Jan 2014 - Mar 2016

  • Providing XML and HTML-based design technical services and consultation through configuration changes for global customers. • Delivers on transactional, business critical and strategic configuration services that help to sustain and enhance customers existing implementation and aligning priorities to maintain customer timelines with successful and reliable solutions.• Responsible for the fulfilment of customer configuration change requests and diagnose and resolve configuration errors and provides consultation on best practices for the implementation. Show less

  • Technical Service Engineer

    Sept 2014 - Mar 2016

  • Senior Technical Resolutions Analyst

    Jan 2014 - Aug 2014
• 

  Glint Inc.

  Apr 2016 - Sept 2017

  Technical Support Engineer

  • Prioritize and drive timely resolution on customer inquiries using Desk.com support center.• Provide assistance to customer’s concern, troubleshooting and resolving issues they are experiencing using the platform and survey application.• Adding survey questions and preparing survey program for the clients and preparing email template for survey invites and reminders. • Performing quality testing for pulse survey in all language translations, questions and rating scales before launching live survey to employees.• Managing and updating user data and SSO access for company admins, HRBP and managers.• Providing assistance to managers and HR Administrators on how to navigate the Glint dashboard and assisting in generating survey results. Show less

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  SAP

  Dec 2017 - Jul 2019

  Senior Customer Success Manager

  • Build a relationship with the Customer at C-Suite level, develop an understanding of the key stakeholders, their business, current challenges, and project plans with a focus on success/engagement planning to meet the immediate and future needs of the customer• Create and monitor success/engagement planning including adoption and consumption plans in alignment with key stakeholders• Focus primarily on adoption, consumption and customer success with high focus on providing best practices.• Provides guidance for release management planning and ad-hoc requests• Manage mission critical situations and mitigate risks to ensure business continuity of their SAP Software Solution, coordinating the different SAP departments to successful resolution of critical issues• Identify through the success/engagement planning process where premium success offerings should be proposed to the Customer and trigger the relevant processes Show less

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  LinkedIn

  Jul 2019 - Jul 2023

  • Primary point of contact for all customer support inquiries on our People Success Platform, ranging from basic requests to complex data and integration questions• Support other team members via communication channels and shadowing opportunitiesGather regular customer feedback and suggestions and present ideas to key stakeholders internally• Propose new ideas to continuously evolve the customer experience• Work with project teams to find better and more efficient process and procedures• Proactively engage with tasks to understand their needs and provide technical solutions to achieve their goals• Manage and complete internal task request assignments in alignment with internal SLA’s and due dates• Monitor customer queries through issue tracking system, ensuring that issues are resolved in alignment with our internal SLA's.• Establish effective working relationships with managers and co-workers to ensure excellent information flow and feedback on process, policy and product changes that will affect users• Ensure that all issues are escalated appropriately to the correct internal departments and management Show less

  • Technical Support, APAC Team Lead

    Oct 2022 - Jul 2023

  • Senior Technical Support Engineer

    Jul 2019 - Sept 2022
• 

  Microsoft

  Jul 2023 - now

  • Gathers insights about client business and learns technical requirements to propose viable solutions to clients based on Microsoft technologies. • Acts as a customer advocate and shares insights with internal teams to better meet customer/partner needs. • Leverages existing architecture approaches to achieve Microsoft’s agreed commitments to customers/partners. • Applies technical knowledge of architecture solutions to meet clients’ business and technical requirements and to resolve technical constraints and blockers. • Assesses, enables, and builds client’s technical capability, leads technical activities for building solutions, and supports pre-sales, post-sales, and/or implementation for client projects. • Contributes to the design, build, deployment, and pilots.• Acts as a trusted advisor, by building relationships, challenging others, and demonstrating Microsoft’s differentiated value proposition. Show less • Provides technical support to customers, partners, field engineers, and other product support personnel who are diagnosing, troubleshooting, repairing and debugging issues.• Performs troubleshooting and related analysis; escalates issues as appropriate or serves as the escalation point for highly complex issues. • Creates technical articles or knowledge base that is internal or customer facing for better customer understand. • Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.• Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.• Participates in ongoing training and readiness programs. Show less

  • Customer Solutions Architect

    Apr 2024 - now

  • Customer Support Engineer

    Jul 2023 - Mar 2024