Experience

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  Convergys

  Jun 2004 - Aug 2009

  Offline support representative assigned with various production tasks from providing technical support to agents, conducting and monitoring completion of continuous education trainings, approving call escalations and transfers, taking over supervisor and escalation calls, taking inbound calls when challenges with service level arises, and handling production teams with the primary goal of improving the team's and center's metrics Represent clients to their customers (consumers/end users) by handling calls and emails promptly, determine customer needs, and provide consistent, high quality service and accurate information.

  • Workforce Management Assistant III

    Dec 2005 - Aug 2009

  • Technical Customer Care Representative II

    Jun 2004 - Dec 2005
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  Powerconnex

  Aug 2009 - Dec 2009

  Quality assurance supervisor

  • Monitor technical support calls and emails with clients, making sure that appropriate software testing was implemented before submission of completed tasks and provide daily reports of logs and tasks for hosted solutions• Improve processes to advance quality and efficiency of the technical support team

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  Thomson reuters

  Jan 2010 - May 2011

  Technical client support executive

  Responsible for providing technical support to Thomson Reuters Eikon, a financial data platform which includes information on financial markets, companies' financial data, financial news, macro data, etc.

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  Netsuite

  Jun 2011 - Sept 2014

  Senior technical specialist

  Responsible for handling eCommerce (Basic SiteBuilder, SuiteCommerce Advanced, Reference Implementations, API), Performance and Mobile support concerns from incoming calls and online cases

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  Oracle

  Oct 2014 - now

  Customer experience manager

  Build relationships with assigned accounts with ACS Architect Subscriptions to gain deep knowledge of their daily NetSuite use and act as the Customer Champion by being the main escalation point for Support concerns