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Niccolo Villavicencio

Niccolo Villavicencio

ERepresentative

Followers of Niccolo Villavicencio259 followers
location of Niccolo VillavicencioAdelaide, South Australia, Australia

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  • Timeline

  • About me

    Resolutions Representative - AGL

  • Education

    • De La Salle University

      1994 -

    • De La Salle University

      1994 - 2001
      Bachelor of Arts (BA) Behavioral Science, Major in Organization Development

  • Experience

    • PeopleSupport, Inc.

      Nov 2001 - Oct 2003
      ERepresentative

      o Supported customer service issues for client (Network Solutions)o Assisted in registering and renewing domain names for customerso Provided 1st-level support for technical issues

    • ETelecare Global Solutions

      Feb 2004 - Nov 2009
      QA Officer-in-Charge

      o Conducted call evaluations for several sales clientso Provided real-time feedback and coaching for agentso Reported suspected fraudulent activity to senior managemento Selected to spearhead quality assurance program for Central America site of eTelecare

    • StarTek

      Mar 2010 - Sept 2010
      Team Leader

      o Led daily operations of Customer Service for client (T-Mobile Prepaid).o Assisted agents with customer escalationso Subject matter expert for complex customer requestso Took inbound calls as needed by the queue

    • Merlin Information Systems Limited

      Nov 2010 - Jun 2011
      Quality Assurance Analyst

      o Conducted incident quality evaluations of Service Desk agents to ensure adherence to documentation standards of client (Phase Forward).o Participated internal calibration sessions with Operations and QA team.o Presented QA reports to operations management to help identify areas of strength and opportunity as defined by the QA worksheet.

    • Albertsons Companies

      Jul 2011 - Feb 2024

      o Lead day-to-day operational activities of IT Service Desk as primary point of contact for incidents reported from retail and backstage users (Albertson's employees).o Manages Service Desk agents including periodic reviews of performance evaluations, promotions, hiring and disciplinary responsibilities.o Coordinate activities between multiple support groups to ensure adherence to existing Service Level Agreements where other groups are needed to resolve a single Service Desk incident.o Liaise with onshore counterparts with department direction, goals and key performance indicators.o Coaching and mentoring Service Desk agents, in line with performance improvement and development of new skills.o Lead employee engagement activities for team wellness and morale, focusing primarily on rewards and recognition. Show less

      • Service Desk Manager

        May 2012 - Feb 2024

      • Quality Assurance Analyst

        Jul 2011 - May 2012

    • AGL

      Jun 2024 - now
      Resolutions Representative

  • Licenses & Certifications