Arnel Em Jr. Mendoza
Process Specialist / Trainer
Port Coquitlam,Canada
Summary
Process Specialist seasoned in coordinating and implementing business process improvement projects while enhancing effectiveness and efficiency in support of business goals. Strong record in designing process architecture, establishing process measurement systems and educating Process Executives to manage processes effectively.
Overview
10
10
years of professional experience
Work History
Process Specialist / Trainer
Cognizant Technology Solutions
Quezon City, Philippines
09.2019 - 06.2023
- Partner with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Identify and resolve process issues to drive optimal workflow and business growth.
- Perform quality assurance checks on new hire trainees' service delivery to assess compliance with client requirements
- Evaluate training and development needs by analyzing and interpreting data and metrics.
- Facilitate new hire and refresher training sessions for approximately 20 trainees per class.
- Develop and maintain knowledge articles
Process Specialist /Tier 2 Technical Support Specialist
Cognizant Technology Solutions
Quezon City, Philippines
01.2017 - 09.2019
- Performed level 2 front and back of house technical assistance to clients of well-known US-based Coffee and Donuts Restaurant Company.
- Monitored trends and open tickets.
- Handled client escalations and root cause analysis.
Senior Process Executive, Tier 1 Technical Support
Cognizant Technology Solutions
Quezon City, Philippines
01.2016 - 01.2017
- Performed level 1 front and back of house technical assistance to clients of well-known US-based Coffee and Donuts Restaurant Company.
- Provided immediate support to other Tier 1 associates (December 2016 – January 2017).
Tier 1 Technical Support Representative
Harte Hanks
Taguig City, Philippines
04.2014 - 12.2015
- Installed, configured and maintained computer systems and network connections to approximately 30 clients per day.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
Customer Service Representative
Teleperformance
Pasig City, Philippines
09.2013 - 04.2014
- Responded to approximately 100 customer requests for products, services, and account information per day.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Provided primary customer support to end users of US-based credit card company.
Customer Service Representative
Telus International
Quezon City, Philippines
01.2013 - 08.2013
- Responded to approximately 100 customer requests for products, services, and account information per day.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Provided primary customer support to end users of US-based debit card company.
Education
No Degree - Information Technology
Lemery Colleges
Lemery, Batangas, Philippines 06.2010 - 10.2012
High School Diploma -
Taal National High School
Taal, Batangas, Philippines 06.2006 - 03.2010
No Degree - Elementary Diploma
Butong Elementary School
Taal, Batangas, Philippines 06.2000 - 03.2006
Skills
Process improvement specialist
undefinedTimeline
Process Specialist / Trainer
Cognizant Technology Solutions
09.2019 - 06.2023
Process Specialist /Tier 2 Technical Support Specialist
Cognizant Technology Solutions
01.2017 - 09.2019
Senior Process Executive, Tier 1 Technical Support
Cognizant Technology Solutions
01.2016 - 01.2017
Tier 1 Technical Support Representative
Harte Hanks
04.2014 - 12.2015
Customer Service Representative
Teleperformance
09.2013 - 04.2014
Customer Service Representative
Telus International
01.2013 - 08.2013
No Degree - Information Technology
Lemery Colleges
06.2010 - 10.2012
High School Diploma -
Taal National High School
06.2006 - 03.2010
No Degree - Elementary Diploma
Butong Elementary School
06.2000 - 03.2006
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