John Gamueda

Experience

• 

  Ambergris Solutions (Now Telus)

  May 2006 - Dec 2007

  DELL Technical Support Representative

  o Troubleshooting Dell Inkjet Printers and Dell Desktopso Dealt with Hardwares, which includes tearing down the PCo Served customers with their Dell Installed Softwareso Talk and type at the same timeo Guiding the customers with problems like: Connecting to the internet No Power / No Post / No Video / No Boot issues Bluescreen and Blackscreen Errors Can’t print, scan, copy and Fax Installing Printers wirelessly Reinstalling programs Basic usage on How to use 3rd Party softwares and hardwares Show less

• 

  Telus Philippines

  Jan 2008 - Feb 2009

  Senior Assure ADSL Technical Support

  Fixing the Internet Problems of the usersTroubleshooting Internet Security Provided by TELUSSetting up E-mail Accounts

• 

  Thomson Reuters

  Mar 2009 - Jun 2019

  Now handles a different support team but still the same function.Major Responsibilities / Accountabilities- Manage a team of customer support executives in Investors on proactively managing customer issues - Coach staff to deliver superior customer service in line with global customer support guidelines- Maintain and improve the key performance measures of Transaction - Improve first call resolution results and actively drive more resolution on the initial query- Assist the team in providing a memorable and positive customer experience - Work with my team to reduce the volume and time of outstanding service requests and ensure staff understand and are adhering to procedures- Proactively contribute ideas to the GTM CS – Helpdesk management team- Recruitment and selection of staff in line with the GRF Competencies- Complete monthly call assessments and coaching targets for your team in line with Quality guidelines- Proactively manage performance and coach customer support executives- Participate in the performance management & review process facilitating the quarterly, mid-year and annual review process- Deliver key projects to improve customer service- Create a Learning culture environment by sharing knowledge with the GTM CS – Helpdesk team as a whole and championing learning initiatives. Show less Major Responsibilities / Accountabilities- Manage a team of customer support executives in Investors on proactively managing customer issues - Coach staff to deliver superior customer service in line with global customer support guidelines- Maintain and improve the key performance measures of Transaction - Improve first call resolution results and actively drive more resolution on the initial query- Assist the team in providing a memorable and positive customer experience - Work with my team to reduce the volume and time of outstanding service requests and ensure staff understand and are adhering to procedures- Proactively contribute ideas to the GTM CS – Helpdesk management team- Recruitment and selection of staff in line with the GRF Competencies- Complete monthly call assessments and coaching targets for your team in line with Quality guidelines- Proactively manage performance and coach customer support executives- Participate in the performance management & review process facilitating the quarterly, mid-year and annual review process- Deliver key projects to improve customer service- Create a Learning culture environment by sharing knowledge with the GTM CS – Helpdesk team as a whole and championing learning initiatives. Show less Still involves the existing duties of a Customer Support Executive with an expanded set of tasks as indicated below:o Added Datastream Product in Scope of Supporto Improving the team’s overall operational performanceo Driving process excellence through close collaborationo Service Request management and audito Providing timely and effective feedback, review and recommendationso Championing knowledge and process improvementso Learning needs analysis – classification and execution of identified actionso Engagement with resolver groups and relevant stakeholderso Analysis of complaints and escalations Show less

  • Team Manager

    Sept 2016 - Jun 2019

  • Technical Team Manager

    Oct 2013 - Sept 2016

  • Senior Customer Support Executive – Technical

    Sept 2011 - Oct 2013

  • Customer Support Executive - Technical

    Mar 2009 - Sept 2011
• 

  Refinitiv, an LSEG business

  Jun 2019 - Apr 2022

  Belongs to a dedicated team of resources that seeks to organize consistent issue response, deliver high availability of resources for service escalations, provide effective communications to internal and external stakeholders throughout the incident lifecycle and focus on problem management and continuous improvement.Responsible for the effective management of critical incidents and escalations to achieve consistent customer service excellence through the group’s operational performance.Responsibilities:Engage with different Service Delivery teams to provide valuable process and performance insight with recommendations for improvements.Work with relevant stakeholders to review and improve escalation performance and processes in pursuit of increased customer satisfaction.Delivers accurate and timely internal communications on Major Incidents and escalations to internal stakeholders.Provide customer feedback to stakeholder groups to improve end to end performance and customer satisfaction.Coach Incident Specialist to foster a high performing cultureInitiate service improvement plans through identified opportunities Show less - Effective management of incidents and escalations to provide consistent customer service excellence through the teams' operational performance- Engage with different Service Delivery teams to provide valuable process and performance insight with recommendations for improvements- Work with relevant stakeholders to review and improve escalation performance and processes in pursuit of increased customer satisfaction- Delivers accurate and timely internal communications on Major Incidents and escalations to internal stakeholders- Provide customer feedback to stakeholder groups to improve end to end performance and customer satisfaction Show less

  • Operations Manager

    May 2021 - Apr 2022

  • Incident Management Specialist

    Jun 2019 - May 2021
• 

  LSEG (London Stock Exchange Group)

  Apr 2022 - now

  Functional Lead - Performance and Insights

  Mainly, Performance Framework governance.Consolidates multiple data sources to deliver ananalysis of Customer Operations performanceagainst company goals, measurable outcomes, andquarterly commitments.Focus on providing insights to further improveperformance, as well as ensuring transparency ofbusiness unit service performance within the widerorganization. Service Commitment drafting, targetsetting and performance for Customer Operations.