Aeriele Kim Britanico
Senior Analyst
Tanza,CAV
Summary
Started working as a Customer Service Representative at a Telco Account from 2009 to 2010. After which, got transferred to another Company at the year 2010 up to 2017, started as an e-mail representative then promoted as a e-mail traffic manager which manages the queue for all the incoming e-mail for the account, after some time, promoted again as a Workforce Realtime Analyst for an Australian Account until 2017. In the year 2018, entered the ITO Company for 3 years, started as a Helpdesk Technician One then promoted to Helpdesk Technician II before deciding to transfer to another company wherein, the position is Senior Analyst for ITO Company.
Overview
1
1
Language
6
6
years of post-secondary education
11
11
years of professional experience
Work History
Senior Analyst
HCL Technologies
Taguig, McKinley
04.2021 - Current
- Is responsible in assisting users encountering issue(s) with their printer, laptop, desktop, hardware, and software.
- Also responsible in installing requested software to user's machine/equipment.
Helpdesk Technician II
Stefanini Philippines
Pasay, Pasay
02.2018 - 04.2021
- Is responsible for assisting users having issues or difficulties with their computer/application access.
- Responsible for troubleshooting devices of users either with Outlook, PMI Application, Excel, Laptop and Desktop.
- Can run reports via Service Now and very familiar in using Service Now. Back up for Incident Controller tasks such as driving and managing Priority 1 or High impact issues.
- Familiar with Incident Management, Change Management, Service Fulfillment and Service Level Management etc.
Workforce Real Time Analyst
Teletech Philippines
Pasay, Pasay
08.2017 - 11.2017
- Is responsible for flagging agents who are out of adherence, ACW and long call. - Tagging agents who were missing/unstaff due to NCNS and unauthorized log out.
- Responsible for sending hourly reports which includes running performance and running exception report.
Workforce Real Time Analyst
Teletech
Pasay, Pasay
12.2010 - 02.2017
- Is responsible for flagging agents who are out of adherence, ACW (After Call Work) and long call.
- Tagging agents who were missing/unstaff due to NCNS (No Call No Show) and unauthorized log out.
- Responsible for sending hourly reports which includes running performance and running exception report.
- Is responsible in plotting schedules for consultants and monitoring real time aux (long call, not ready and ACW).
Customer Service Representative
Teleperformance
Pasay, Pasay
05.2009 - 12.2010
Responsible in assistance customers regarding their bill disputes, mobile phone upgrade, basic troubleshooting and transfer of ownership requests.
Education
Associate Degree in Nursing - Nursing Aid
Asian Caregiving And Technology Education Centers
Bacoor Cavite 03.2007 - 05.2009
High School Diploma -
St. Augustine School
Tanza Cavite Philippines 06.2003 - 03.2007
Skills
Service Now
Timeline
Senior Analyst
HCL Technologies
04.2021 - Current
Helpdesk Technician II
Stefanini Philippines
02.2018 - 04.2021
Workforce Real Time Analyst
Teletech Philippines
08.2017 - 11.2017
Workforce Real Time Analyst
Teletech
12.2010 - 02.2017
Customer Service Representative
Teleperformance
05.2009 - 12.2010
Associate Degree in Nursing - Nursing Aid
Asian Caregiving And Technology Education Centers
03.2007 - 05.2009
High School Diploma -
St. Augustine School
06.2003 - 03.2007
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