Ansel Bryan Mahusay

• Evaluated team performance and provided constructive feedback to improve daily goal achievement.
• Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
• Monitored team performance, identified improvement areas, and implemented corrective actions to enhance overall effectiveness.
• Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
• Conducted performance reviews, providing constructive feedback and personal development plans.
• Developed professional relationships with team members, facilitating effective issue resolution and promoting collaboration.
• Cultivated supportive and positive working a supportive and positive working environment, maintaining strong employee relationships and fostering teamwork.
• Facilitated resolution of conflicts within the team, fostering a collaborative atmosphere. within the team amicably, maintaining harmony and collaboration.
• Resolved complex customer enquiries, disputes and complaints.

• Improved team QA scores by 10–20% through targeted coaching sessions.
• Facilitated calibration sessions, improving scoring accuracy and consistency across evaluations.
• Conducted 30–50 weekly call audits, enhancing compliance with quality standards.
• Identified trends and provided actionable insights to the operations team.
• Partnered with Team Leaders to improve CSAT and reduce repeat calls.
• Created reports and dashboards, providing visibility into performance metrics for informed decision-making.

• Ensured achievement of quality assurance standards through systematic evaluations.
• Audited criteria for agent performance measurement using QA scorecards.
• Assessed agent performance over time to ensure adherence to standards.
• Monitored and analysed customer support trends, identifying specific areas for improvement.
• Compiled and analysed statistical data, including KPIs, informing strategic decisions.
• Identified and proposed strategies for implementing enhanced internal processes.
• Drafted and executed comprehensive quality assurance policies and procedures.

• Installed and configured Windows, conducted technical troubleshooting, and supported server hardware, operating systems, Microsoft applications, and peripherals to maintain operational efficiency.
• Installed, configured and maintained LAN software and hardware related to servers, personal computers and printers.
• Administered user accounts, permissions, and access rights, safeguarding data integrity and access.
• Installed and configured various software and hardware for smooth-running systems operation.

• Proficient in handling escalated calls and providing 1st & 2nd Level Technical Support to end-users.
• Installing Windows, configuration, Technical troubleshooting, support of server Hardware, operating systems, Microsoft application software and peripherals.
• Pc assembly, set up and Installation
• Networking, Troubleshooting, Hardware and software Installation.
• Cabling setup and configure TCP/IP address
• Set up and configure LAN structure, internet connection and printer sharing

• Email thunderbird configuration, backup, troubleshooting.
• Maintenance of computer hardware systems and system assembly.
• Maintain the assets of pc's and laptops.
• Installation & Configuration of Network printers & Scanner and its basic level of troubleshooting.
• Manage all the inventory of PCs.
• Configuring & Managing DNS, DHCP & Active Directory.
• Creation and management of Domain and user accounts as well as assign access rights and permission to use internet facility.
• Managing & Monitoring Network & Coordinate with Vendor.

Travel to customers to provide direct technical support to client.

Repair NCR ATM Machines, pc workstation, different printers including,

Hardware, Software and Network related problems.

• Make the configurations and Network of Alarm panel / Biometric Devices/ Desktop server of CCTV.
• Security Control Officer and CCTV Operator maintain the good condition and troubleshoot the CCTV and Alarm system once there was a problem and at the same time receiving calls from the guards report, concerns etc.
• Making reports and emails and send to the Security Head if there are any concerns or problems.

• Tech support and Installer install CCTV camera, Biometric/RFID devices, Alarm panel and its devices roughing ins and cabling make its configurations in network and software.
• Troubleshoot different problems in hardware, software and network of the devices and computer.

• Pc assembly, set up and Installation
• Networking, Troubleshooting, Hardware and software Installation.
• Cabling setup and configure TCP/IP address
• Set up and configure LAN structure, internet connection and printer sharing

• Assemble/Disassemble desktop
• Troubleshooting computer desktop/Laptop/Monitor