Experience

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  Aegis peoplesupport philippines inc.

  Jul 2011 - Mar 2013

  Customer service representative | tier 2

   Provided comprehensive and quality customer care at alltimes through the resolution of customer/vendor issuesunder their scope of support. Used all authorized tools at their disposal. Imparted accurate and appropriate information in relation to customers needs.

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  Convergys

  Mar 2013 - Feb 2014

  Technical support representative

  • Provide best-in-class customer service, problem resolution and technical troubleshooting to customer queries over the voice based phone service.• Troubleshoot customer issues related to cable, VOIP, modem.• Meet customer requirements through first contact resolution.• Work in a 24x7 work environment; night shifts.• Clarify customer requirements; probe for and confirm understanding of requirements or problem.• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.• Listen attentively to customer needs and concerns; demonstrate empathy.• Confirm customer understanding of the solution and provide additional customer education as needed.• Prepare complete and accurate work and update customer file. Show less

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  West corporation

  Mar 2014 - Feb 2017

  Technical support representative

  • Provide best-in-class customer service, problem resolution and technical troubleshooting to customer queries over the voice based phone service.• Troubleshoot customer issues related to cable, VOIP, modem.• Meet customer requirements through first contact resolution.• Work in a 24x7 work environment; night shifts.• Clarify customer requirements; probe for and confirm understanding of requirements or problem.• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.• Listen attentively to customer needs and concerns; demonstrate empathy.• Confirm customer understanding of the solution and provide additional customer education as needed.• Prepare complete and accurate work and update customer file.• Assesses competitors by analyzing and summarizing competitor information and trends; identifying sales opportunities.• Meet sales quota per fiscal basis Show less

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  Sap concur

  Mar 2017 - Feb 2021

  Cfe consultant | service administrator

  • Provide consultancy on client’s expense solution according to the needs of the customer and within scope of Concur’s products/services • Help modify and maintain configuration at a macro level as well as specific features and functionality at a modular level• Maintain regular meetings with the client, discuss: goals, priorities, product roadmap, monthly releases and position additional services to optimize their solution • Escalate issues to designated specialists and/or cross-functional teams to ensure issues are addressed in an efficient manner• Creating, Monitoring, Updating and Closing Service Administration cases• Assist in identifying usage gaps to increase adoption levels Show less

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  Five9

  Feb 2021 - Jun 2022

  Techinical service manager

  General Consultation * Provide excellent account management, project management and technical consulting to Five9’s clients who have enrolled in TSM & TAM Services.* Partner with clients to build and maintain a ‘Trusted Advisor’ relationship; understand their business needs, propose recommendations and solutions designed to optimize Five9’s platform and enhance operational effectiveness.* Articulate the value of Five9’s services, products and concepts through presentations, demonstrations and open discussion with clients.* Educate and train clients on administration and utilization of Five9 products to help them become self-sufficient. Technical Consultation* Directly support and troubleshoot technical issues as needed.* Manage service interruptions which could impact client’s business operations; research root cause analysis and communicate next steps to clients and internal teams to help mitigate any risk.* Keep clients informed of any/all issues that could potentially impact Five9’s platform such as routine maintenance, patches, software product changes and releases. Internal Operations* Partner with internal account teams and other business units to foster an environment of learning, execution, and continuous process improvement.* Provide customer support case oversight and status updates to both internal management and clients on a regular basis.* Adopt a proactive mindset to help anticipate client’s needs and mitigate service and operational issues. Show less

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  8x8

  Jun 2022 - now

  Managed service advisor