Education

2011-2013 Associate in Computer Science at Asian Institute of Science and Technology (AISAT)

Experience

October 2016 – Present IT Service Desk Analyst at TELEPERFORMANCE

KEY RESPONSIBILITIES:

• Actively manage activities surrounding the resolution of Priority 4-5 issues to ensure minimal business impact.
• Manage problem tickets from cradle to grave ensuring that appropriate information is gathered, assignment to fix agent is accurate and resolution is achieved within the documented service levels.
• Communicate technical and procedural production issues between company employees at all levels utilizing ticketing, email, instant messaging and phone.
• Provide first call resolution or facilitate resolution to issues by engaging the appropriate parties.
• Facilitate escalation for unresolved issues approaching or surpassing the allowable service level.
• Collect and consolidate required information from reporting parties into ticketing system.
• Performs other related duties and assignments as required and as assigned by supervisor or manager.

May 2013 / October 2016 Customer Care Specialist at CONCENTRIX

KEY RESPONSIBILITIES:

• Provides level one customer service thru emails/scanned images.
• Ensures that all communication with customer is within the qualities of the customer.
• Demonstrates a strong customer service orientation and takes responsibility for follow up to ensure customer needs and expectations are satisfied.
• Follow prescribed problem resolution procedures.
• Make sure that schedule given is adhered and attend training, seminars, workshops, and focus group discussions scheduled by the team.
• Contributes to the projects if required.