Wiven Madlangbayan

Experience

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  Alorica Philippines, Inc.

  Apr 2014 - Mar 2015

  Technical Support Representative

  Customer Service/Tech Support Rep• Jan 2015 – Feb 2015 Supported a wide range of technical issues for video and cable services maximizing opportunities to upsell products and services. • Resolved customer concerns ranging from technical support to billing questions maintaining professionalism and absolute integrity. • Initiated investigation of order errors by collaborating with other departments to ensure accurate and timely resolutions are achieved. • Qualified and sold new and existing customers a wide variety of cable products and services to increase satisfaction and reduce churn.Technical Support Representative •Apr 2014 – Jan 2015 Analyzed and provided careful troubleshooting for hardware related issues for ISP routers and telephone services. • Resolved network connectivity issues of individual and business customers by leveraging on proven steps and procedures. • Researched, documented, and escalated complex technical issues to higher levels of support for continued customer assistance. • Maintained records, logs, and the lifecycle of work requests for accurate delivery of dispatch resolution to third party technicians. • Provided walkthrough to clients by identifying problems, researching answers, and guiding them through corrective steps. Show less

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  Unisys

  Mar 2015 - Jan 2019

  Provisioned resources necessary to the Service Desk team in creating and maintaining procedures for problem resolutions and processes. • Participated in monthly audits for financials, ITIL, ISO, and other compliance activities, ensuring company adheres to the standards. • Supervised team's performance by keeping the targets aligned to the business SLA commitment and ultimate customer satisfaction. • Provided leadership in recruitment, sales training, employee career development, employee scheduling, and technical support. • Boosted IT support capabilities of new service desk technicians by conceptualizing and effectuating technical training programs. Show less Led a mix of 17+ new and tenured agents while achieving the agreed service level grade of the ticket management system. • Appointed as a team leader for new hire agents monitoring their learning curves and preparedness to the production floor. • Conceptualized and effectuated modules distributed to the new hire employees to ensure continuous learning after training. • Governed oversight of the ticket workflow, maintaining fluid operation, reducing backlogs, and SLAs are met daily. • Increased awareness of IT service outages and planned changes by globally revamping IT communication strategy. Show less Performed initial level diagnosis maximizing technical/logical acumen to troubleshoot IT incidents to restore services as quickly as possible. • Liaised with internal and external support groups and vendors as required ensuring optimal resolutions are achieved. • Responded to end-user issues via telephone, email, or via incidents/service requests tickets using the company’s ticketing system. • Supplied methodical service request management for software, hardware, and network systems, including user administration. • Performed password administration and access support for many internal systems and applications, including Active Directory. Show less

  • IT Service Desk Senior Team Lead

    Mar 2018 - Jan 2019

  • IT Service Desk Team Lead

    Jan 2017 - Feb 2018

  • Senior IT Helpdesk Analyst

    Mar 2015 - Jan 2017
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  Sitel

  Aug 2019 - Dec 2019

  Technical Support Team Leader

  Commanded oversight of technical support operations to achieve and excel client metrics for AT&T DirecTV products. • Chaired team meetings to conduct project review, knowledge sharing, and process improvement for team advancement. • Developed strategies and process improvements that resulted in greater efficiencies in partnership with cross-functional business teams. • .Administered regular coaching and mentoring influencing best practices in technical support operations while achieving targets. • Queried and analyzed various databases, spreadsheets, and other software systems to complete assignments and produce reports. Show less

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  Uber

  Jan 2020 - May 2020

  Community Operations Specialist

  Deliver exceptional customer relationship by professionally receiving and responding to incoming queries from Uber partners. • Foster mutually beneficial relationships with existing clientele by promoting opportunities for communication, including keeping customers informed of procedural changes and nurturing opportunities to grow business. • Cultivate sustainable long-term relationships with partners, facilitating complex solutions for billing and fraud management. • Organize and prepare partners through the onboarding process, including compliance checks for documents needed for partnership. • Maintain accurate and up-to-date records on customer transportation request forms, vehicle maintenance, and inventory log sheets.• Reason for leaving: Retrenchment due to global pandemic. Show less

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  TaskUs

  Jun 2020 - Feb 2021

  Technical Support Team Leader
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  Uber

  Apr 2021 - Jan 2023

  • COE Team Lead I - Uber Freight TONU Phones

    Nov 2022 - Jan 2023

  • COE Team Lead I - Uber Freight Daytime Shipper Phones

    Sept 2021 - Nov 2022

  • COE Team Lead I - Uber Freight Night Ops

    Apr 2021 - Sept 2021
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  Infosys BPM

  Jan 2023 - Sept 2023

  Accounting Support Team Lead
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  Telstra

  Jan 2024 - now

  • Assurance Team Leader

    Feb 2024 - now

  • Customer Service Team Lead - Digital

    Jan 2024 - Feb 2024