Daeryl Jake Rosas

Experience

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  ADEC Innovations

  Dec 2012 - Mar 2015

  Business Process Associate
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  Arvato

  Mar 2015 - Nov 2018

  • Application Support Specialist

    Mar 2017 - Nov 2018

  • Transaction Specialist

    Mar 2015 - Mar 2017
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  Infosys BPM Philippines

  Nov 2018 - Feb 2021

  Application Support Specialist

  - User access provisioning, Periodic review (Quarterly), Reporting, Quality Checks.- Maintenance of user access, rights, privileges, and controls- Maintenance and update to work instructions used by the UAM team.- Basic maintenance of information stored on team SharePoint.- Liaison with other support teams and stakeholders to identify changes in process (when needed).- Respond to queries from other UAM members that require a more in-depth understanding of the process and associated controls (SOX & non-SOX).- Regular status reporting to Microsoft business owner including SLA tracking.- Troubleshooting and resolving issues such as system failures, etc.- Assisting in the design and implementation of upgrades and improvements to the Paperless Ecosystem and processes therein. Show less

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  NICE

  Feb 2021 - now

  Partner Experience Specialist

  • Maintain a working knowledge of all NICE inContact products/services and industry trends through self-education and NICE inContact resources.• Conduct extensive research and analysis to address complex issues to maintain partner success.• Assist in identifying partner needs by maintaining a trusted relationship and understanding the partners' business.• Communicate with the partner on tasks and completion times.• Take inbound calls, reports, chats, emails, and cases submitted directly by a partner or other departments and identify the proper course of action through basic triage.• Ensure that all emails and chats are answered quickly and that target queue levels are maintained.• Assist partner by providing support, and being proactive to ensure partner satisfaction.• Assist in tracking new orders, validating provisioning, completing test calls, and submitting billing activation cases.• Update and distribute reports for partners and internal stakeholders.• Perform tracking and resolution of partner "issue log" items.• Run daily spot-check of reports (dashboard) for open case that are out of SLA and escalate as necessary• Place order or provision services (1+, Toll free, VoIP, ITFS, UIFN, DID, etc), test service to ensure completion.• Contact Partners to resolve discrepancies in paperwork information, questions or clarifications.• Assist partners with basic to complex billing inquiries and disputes. Process credits and rebills if necessary.• Handle escalations raised by Partners and provide resolution accordingly. Show less