I am ITIL Certified and been working on IT and Customer Service field for more than 10 years now. Currently I am a Team Leader on a Technical Support Team for a Cloud-based Hotel and Spa Software (SaaS).

Experience

  • Product Support - Team Lead

    at Book4time Asia Ltd Corp

    November 2014 - at Present

    National Capital Region

    »Perform a full range of managerial responsibilities which may include but not be limited to: interviewing, coaching, managing and developing employees; planning, assigning and creating Support work schedules. »Own daily leadership of a segment of the team to meet established goals and metrics. »Establish regular communications with the team, such as 1-1 meetings and team meetings with established agendas. »Reports directly to Director, Global IT and Application Support in Client Services. »Performs Book4time Opera PMS installation for newly acquired clients. »Performs and acts as the point-of-contact for regression and smoke testing on every version update. »Works on shifting schedule, holidays and over-time as needed by the business.

  • Technical Support Specialist - Tier2

    at 24/7 Customers Inc

    March 2013 - June 2014

    National Capital Region

    »Attending to customer’s internet related inquiries and issues, like wireless, wired connections. »Provide clear inbound and outbound communication through telephone support and provide excellent customer service solutions to users pertaining to information, up-sales and technical problems. »Provides higher level internet troubleshooting, modem and router configurations/troubleshooting, internet browser configurations/troubleshooting, network configuration. »Schedules dispatch/field technician for offline modem and line signal issues. »Provide consistent, superior service to every customer by utilizing all available tools and resources.

Education

  • ITIL

    at First Data Corp

    2019 - 2019 (1 year) National Capital Region

Languages

  • Tagalog Native

  • English Native

Hives