Jerico Constantino

Experience

• 

  Teleperformance

  Dec 2011 - Aug 2013

  Technical Support Specialist
• 

  Convergys

  Sept 2013 - Mar 2014

  Customer Service Representative
• 

  IBM

  May 2014 - Sept 2021

  • Quality Analyst

    Nov 2017 - Sept 2021

  • Senior Technical Support Specialist

    Jun 2015 - Oct 2017

  • Technical Support Representative

    May 2014 - May 2015
• 

  Kyndryl

  May 2014 - now

  • Gathering and acquiring data from various sources for the Chief Information Office - Tech Services, including Service Now Database and Five9 Databases.• Preparing the data for analysis by addressing missing values, dealing with outliers, and transforming data into a usable format.• Exploring the data visually and statistically to gain an initial understanding of patterns, trends, and relationships within the data.• Applying various statistical methods and techniques to draw meaningful insights and make predictions based on the data.• Utilizing machine learning algorithms to build predictive models and make data-driven decisions.• Creating visualizations (charts, graphs, dashboards) to present the results of the analysis in a clear and understandable manner.• Effectively communicating findings and insights to both technical and non-technical audiences, including stakeholders and decision-makers. Show less Serve as a Senior Subject Matter Expert qualified to audit transactions received by Service Desk representatives. Gathers, Handles, Analyzes, and Provides Feedback to Service Desk representatives, Team Leaders, and Operation Managers with the result and overall transactions audited for the account. Gathers, Handles, and Analyzes Account's client satisfaction data, and provides analyzed and summarized data to Team Leaders, Managers, Stakeholders, and Clients.Manages the overall Service Levels of different channels; chat, phones and web of the account, making sure that they met the SLA for hourly, daily, weekly and monthly quota. Manages Service Desk Representatives' work schedule, break schedule and leaves.Provides assistance to Service Desk Representatives that requires assistance in regards to account's guidelines and processes as well as basic, intermediate and advanced troubleshooting steps pertaining to Windows and Mac Operating Systems issues. Manages the Employee IDs via Azure Active Directory Management.Spearhead and managing automation projects for the Team and for the Account using VB Scripting for Applications via Excel, Microsoft Power Automate, Windows Task Scheduler, Java Scripting via HTML and Automation Anywhere which reduces all redundant tasks of the Team and the Account, provide real time notification/reports, and reduces the phone/chat/web handling time by our Service Desk Representatives.Administer SharePoint site by providing daily, weekly and monthly changes or update about processes, company/HR notifications, news and many more. Show less

  • Data Scientist

    Aug 2023 - now

  • Senior Subject Matter Expert

    May 2014 - Aug 2023