Rain Riva

Experience

• 

  City & Land Development Corp.

  May 2003 - Feb 2008

  Internal Affairs Specialist

  • Prepares annual & quarterly real estate tax payment in different cities and municipalities.• Coordinates with government personnel regarding the annual discounts and new provisions in city ordinances in paying different taxes.• Assist clients in different queries regarding real estate tax payment.• Coordinates with banks & other financial institutions, for clients that avail of bank loans.• Prepares documents needed for the transfer of land & condominium titles.• Assist clients in different queries regarding title transfer.• Informs client regarding the status of transfer of their title.• Assist in the release of titles of clients whenever necessary. Show less

• 

  Convergys

  Feb 2008 - Jul 2008

  Customer Service Representative (GM Account)

  • Provides information needed by customers regarding product specifications & design.• Creates business case for customers needing assistance on repairs that needs to be done on their vehicle.• Coordinates with dealerships & field personnel to provide assistance for customers.

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  Accenture

  Jul 2008 - Jul 2009

  Technical Support Representative (Tier 1)/SME

  • Responsible for providing technical support such as Home Networking Issues, DSL Issues, software issues, email issues, login issues and passwords.• Support wireless and complex issues• Set up Home Network up to 3 computers• Assist new agents during ABAY and receive supervisor calls

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  STARTEK

  Jul 2009 - Feb 2011

  • Receive supervisor and manager calls from Tier 1• Work on escalated tickets, monitor possible outages, coordinate complex issues with NOC & handle out of scope issues• Monitor SLA for the team like tickets escalated, callbacks required, AHT, Abandon Rate etc. • Provide technical assistance for customers who have Networking issues, connectivity issues, and other computer related issues. • Provide resolution for customers who has home phone issues• Support wireless and complex issues• Done other duties as assigned

  • Technical Support Representative (Tier 2/Senior Agent)

    Jul 2010 - Feb 2011

  • Technical Support Representative (Tier 1)

    Jul 2009 - Jul 2010
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  Hewlett Packard Enterprise

  Feb 2011 - Jan 2016

  • Ensures all GSMEs, L2 Teams and CTTs are achieving their goals and targets to have a big impact to Global Service Desk operations.• Represents Global Service Desks for customer interactions on services rendered including high level escalations handled under GSMEs, CTT, Outage Management & L2 Operations.• Ensure that GSMEs are well coordinated with the Projects Team to ensure the transition of Project based technologies to Global Service Desk Operations.• Ensures all stakeholders and Global Lead Team members are aware and informed on all operational issues caught by the GSMEs, L2 and CTT.• Ensures Continuous Improvement Process (CIP) is applied on all aspects managed Show less • Currently handling 15 agents, combination of L1 Voice & RDM Team (Level 2 Support), also handled 2 diverse teams, Concierge Team (handles VIP Support) and Chat Team • Motivate and inspire team members to reach organizational goals (SLA's, KPI's) • Ensure deliverables are completed in a timely manner (Balance Scorecard, Attendance Tracker, CSAT Analysis etc.) • Collaborate with other support functions such as Exchange Team, Global PC Team & GS3 Teams in order to resolve & address escalations and other concerns raised via the helpdesk Show less • Assigned to provide technical support for VIP Clients and to provide timely resolution for the said users.• Log, validate and diagnose customer issues, on the full range of products and applications used on the customer site. • Providing the customer with a solution through information gathering, analytical trouble shooting and problem research, or to route or escalate the call to the appropriate resolution group. • Escalation and management of calls to agreed service levels. • Identify, analyze problems and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefit Show less

  • Global Subject Matter Expert & Global L2 Lead

    Mar 2015 - Jan 2016

  • Technical Team Lead

    Nov 2013 - Feb 2015

  • Service Desk Representative

    Feb 2011 - Oct 2013
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  Unilever

  Jan 2016 - now

  * Operational Management: Managed service acceptance for new services, monitored service levels, defined KPIs, and handled escalations and risks.* Service Ownership: Acted as the escalation point for process failures, drove process improvements, and ensured continuous service enhancement.* Service Provider Management: Conducted performance reviews, held suppliers accountable, and identified cost-saving opportunities.* Change Management: Advocated for change, managed stakeholder expectations, and participated in transition and transformation projects.* General Management: Oversee performance appraisals, team development, succession planning, and workforce planning.* Roadmap Creation and Budget Planning: Developed strategic roadmaps, planned and allocated budgets, and ensured financial alignment with organizational goals.Strategic Planning for Global Contract Renewals: Created strategic plans for global contract renewals that align with the organization's direction and objectives.***KEY ACHIEVEMENTS****Led the successful migration of services from on-premises to a cloud environment, enhancing scalability and reducing operational costs.*Developed and implemented annual cost-saving strategy that significantly reduced printing expenses.Spearheaded the seamless migration of the e-signature platform improving efficiency and user satisfaction.*Managed the successful transition of the Real Estate platform from one vendor to another, optimizing real estate operations and data management. Show less Operational Management: Managed service acceptance for new services, monitored service levels, defined KPIs, and handled escalations and risks.Service Ownership: Acted as the escalation point for process failures, drove process improvements, and ensured continuous service enhancement.Service Provider Management: Conducted performance reviews, held suppliers accountable, and identified cost-saving opportunities.Change Management: Advocated for change, managed stakeholder expectations, and participated in transition and transformation projects.General Management: Oversee performance appraisals, team development, succession planning, and workforce planning.Roadmap Creation and Budget Planning: Developed strategic roadmaps, planned and allocated budgets, and ensured financial alignment with organizational goals.Strategic Planning for Global Contract Renewals: Created strategic plans for global contract renewals that align with the organization's direction and objectives. Show less • Manage the solution design process for all add, installs, moves, deletions of printers and the relevant services that attach to these devices.• Develop a strong understanding of different print solutions and how to tailor these to local requirements• Process the end-to-end service request process from the end user through to Ricoh/HP ensuring that the order is properly accounted for and delivered correctly.• Support geography IT teams when making changes to their print estate, provide the insight into how landscape changes can be made and work with the supplier to achieve this.• Maintain detailed inventory reports on changes and ensure all data systems are updated after each change.• Support the Transformation Project Manager by providing the initial scoping documents for refresh sites and working with the local geography to design the new solution.• Build and manage the evolution of the deployment file for refreshed sites.• Support the migration and implementation of DocuSign service within the organization. Show less

  • Document Capability Manager

    Mar 2024 - now

  • Information Technology Service Delivery Manager - Workplace Technology

    Mar 2020 - now

  • Global Print Service Manager

    Mar 2020 - now

  • Document Capability Assistant Manager

    Sept 2018 - May 2020

  • Service Quality Administrator - Print Services (SME)

    Jan 2016 - Sept 2018