Rachel Chua

Experience

• 

  Indra Philippines

  Jan 2007 - Jul 2010

  Remedy Administrator/Developer and Web Developer

  Assists in Implementing, Supporting and Maintaining the Service Management Tool of the Customer.Collaborate with different internal teams as well as the customer to ensure customer-centric outcomes.

• 

  Safeway Manila`

  Jul 2010 - Dec 2015

  Works with business users for requirements gathering and oversee that the requirement is delivered in a timely manner and drafts solutions based on the requirement gathered.Develops/Enhance web based applications of based on client’s requirementsCollaborates with different IT areas for project delivery.Creates and updates technical documentations. Works as Shift Manager to cater to issues that may arise on our night shift.Supports the CPOR (Contract to Puchase Order Request) Application that runs on K2 BlackpearlSupports Master Data Management of Safeway.Develops/Enhance web based applications of Safeway based on client’s request.Works with business users to ensure that issues are being resolved as well as to keep applications updated with the latest needed functionality. Collaborate with internal teams for CMDB data integrity in Safeway's service management tool.Provides technical recommendations to better improve internal team's experience.

  • Java Programmer / Business Analyst / Jr Project Manager

    Nov 2013 - Dec 2015

  • Java Programmer / Business Analyst

    Feb 2011 - Nov 2013

  • IT Business Analyst

    Jul 2010 - Feb 2011
• 

  Indra

  Dec 2015 - Apr 2017

  Consultant Senior

  Collaborate in ensuring project deliverables are delivered on time and with quality.Worked with customers to gather project requirements and recommend on the best possible solution based on the customer's desired outcomes.Part of a team that implements, support and maintains the Service Management tool.

• 

  PCCW Solutions Limited

  Apr 2017 - Nov 2021

  Senior System Specialist

  Led an IT service management team that implements, supports and maintains service management tool for internal teams and customers as well.Drafted reports to summarize customer service performance and provide insights to managementSupport and maintain a service management software that ensures service delivery is aligned with business objectivesEnsures project deliverables are delivered on time and with qualityPartnered with internal teams as well as customer to provide recommendations on desired outcomes from the service management solution.Successfully led the migration of On-Premise Service Management to SaaS Platform.Increased customer's efficiency through automation via the service management software. Show less

• 

  BMC Software

  Jan 2022 - now

  Provide best practices, technical and process recommendations to provide successful implementation of Customer's solutionCollaborated with internal teams to deliver the best possible solution to customer's concerns.Assists customer's escalation through effective coordination with internal and external teamsPartners with customers to provide best possible technical recommendation for product adoption and value realization and acts as the trusted adviser of the Customer in assisting them with their vision of success of the product and as well provide recommendations.Collaborate with customer in executing adoption initiatives to ensure adoption success.Focused on providing proper support on customer's desired outcome through vast knowledge of the purchased product subscription and collaborates with the technical and executive levels to ensure these outcomes. Show less Provide best practices, technical and process recommendations to provide successful implementation of Customer's solutionCollaborated with internal teams to deliver the best possible solution to customer's concerns.Assists customer's escalation through effective coordination with internal and external teamsPartners with customers to provide best possible technical recommendation for product adoption and value realization and acts as the trusted adviser of the Customer in assisting them with their vision of success of the product and as well provide recommendations.Focused on providing proper support on customer's desired outcome through vast knowledge of the purchased product subscription and collaborates with the technical and executive levels to ensure these outcomes. Show less

  • Lead Customer Success Specialist - APJ

    Nov 2023 - now

  • Senior Customer Success Specialist (APAC)

    Jan 2022 - Nov 2023