SharePoint
Aklen Vincent Rianzares
Customer Service Engineer
Sto. Tomas,Batangas
Work Preference
Summary
Well-qualified customer service engineer proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling customer purchase orders.
Overview
10
10
years of professional experience
2
2
Certificates
2
2
Language
Work History
Associate Customer Service Engineer
NICE inContact
09.2024 - Current
- Diagnosed and resolved various customer issues, enhancing overall satisfaction and reducing resolution time.
- Collaborated with cross-functional teams to streamline support processes, improving operational efficiency.
- Developed a streamlined sharepoint team site to promote automation and improve work efficiency.
- Implemented quality assurance measures to ensure compliance with service standards and increase accuracy of responses.
- Led troubleshooting sessions for critical system failures, coordinating resources to minimize downtime for customers.
- Developed comprehensive documentation for support processes, facilitating knowledge transfer and consistency in service delivery.
- Evaluated new tools and technologies, recommending solutions that enhanced customer interaction capabilities and team productivity.
- Developed training materials for new team members, streamlining onboarding processes.
Customer Service Engineer
Integrated Micro-electronics Inc.
St. Rosa
05.2020 - 09.2024
- Provided primary support to customers, addressing inquiries, troubleshooting issues, and ensuring timely issue resolution.
- Collaborated with sales team to understand customer requirements, leading to 25% increase in customer satisfaction.
- Answered product and service questions regarding customer open purchase orders.
- Able to manage and fulfill above 50 different project orders based on customer demand
- Communicated with customers regarding backorder availability, forecast assessment, and special orders.
- Diligent on measuring internal manufacturing performance based on customer metrics.
Program Management Engineer
Integrated Micro-Electronics Inc.
Sta.Rosa, Binan, Laguna
09.2018 - 05.2020
- Reviewed customer required specifications to analyze feasibility, design, operation and performance of existing equipment, components, and product line capability.
- Read and interpreted BoM, technical drawings, and computer-generated reports.
- Able to lead competent and flexible workforce to meet project needs and promote positive work environment.
- Developed planning criteria for NPI through APQP.
- Lead cross-functional teams in successful planning, execution, and completion of multiple projects within scope, budget, and schedule to achieve near to 100% customer satisfaction.
- Regularly communicated project status, updates, and key milestones to stakeholders, ensuring transparency and alignment.
Hardware Design Engineer
Integrated Micro-electronics Inc.
Sta.Rosa, Binan, Laguna
03.2016 - 09.2018
- Designed computer hardware components and peripheral devices for automotive cameras.
- Consulted with network engineering staff to evaluate hardware and software requirements for new system development.
- Outlined design requirements, BOMs, functional specifications and reports to document development processes.
Education
Bachelor of Science - Electronics And Communications Engineering
First Asia Institute of Technology And Humanities
Tanauan City, Batangas 06.2010 - 04.2015
Skills
SharePoint development
Performance monitoring
Documentation proficiency
Strategic planning
Customer service expert
Solutions deployment
Accomplishments
- CSAT Champion for 2025
- The only Filipino among the Top 3 Awardees who received the "Supplier Individual Recognition" by one of the biggest international pioneer customer in 2023.
- Core Value Awardee (Concerned for Others).
- Managed to bag the streetdance championship title for 4 consecutive years
Certification
Licensed Electronics Engineer
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
LabView
SAP ESS
CADEBILL
SalesForce
Copilot
Languages
English
Bilingual or Proficient (C2)
Timeline
Associate Customer Service Engineer
NICE inContact
09.2024 - Current
Customer Service Engineer
Integrated Micro-electronics Inc.
05.2020 - 09.2024
Program Management Engineer
Integrated Micro-Electronics Inc.
09.2018 - 05.2020
Hardware Design Engineer
Integrated Micro-electronics Inc.
03.2016 - 09.2018
Bachelor of Science - Electronics And Communications Engineering
First Asia Institute of Technology And Humanities
06.2010 - 04.2015