CAROLINA APITA
Mandaluyong City, Metro Manila
Summary
Proven leader in Customer Service and IT Support, notably at Accenture Inc, where we spearheaded quality assurance and network operations, exceeding quarterly sales targets through strategic lead prospecting. Skilled in technical troubleshooting and fostering client relationships, approach combines effective communication with a results-driven mindset, significantly enhancing customer satisfaction and team productivity.
Subject Matter Expert in Network Activations acting as the POC for the entire team and with 44 agents from Manila and India. Supporting their clients on a live transformation from the United Kingdom and Central Europe (Slovakia, Czech Republic & Hungary).
Overview
20
20
years of professional experience
Work History
Subject Matter Expert (Team POC)
ACCENTURE PHILIPPINES
06.2016 - Current
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Spearheaded internal training initiatives that led to increased employee proficiency in critical skills.
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Delivered timely support by effectively prioritizing tasks based on urgency and impact on business operations.
- Contributed to team success by sharing expertise through training sessions and presentations on best practices in activation support services.
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Developed comprehensive troubleshooting guides to facilitate faster resolution of common technical issues.
- Responded to client inquiries and provided technical assistance over phone and via weekly live virtual discussions.
- Offered assistance in implementing and developing training programs.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Contributed to seamless project handoffs between teams by providing clear documentation of testing results and recommendations for improvements.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
- Collaborated with cross-functional teams to design and implement secure network solutions for client.
Technical Support Representative
SYKES ASIA INC. Customer
12.2012 - 06.2016
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Maintained accurate records of all support requests, enabling data-driven improvements to helpdesk operations.
- Implemented ticket prioritization system, leading to improved case management and faster issue resolution times.
- Performed thorough diagnostics on reported issues before escalating them to higher-level support teams if needed, minimizing wasted time and resources spent on simple fixes that could have been resolved sooner.
- Streamlined helpdesk processes for increased efficiency and improved response times.
- Kept abreast of industry trends and best practices in escalation management through continuous professional development opportunities.
Quality Control Agent
SCOPEWORKS ASIA INC.
02.2009 - 09.2012
- Updated quality control standards, methods and procedures to meet compliance requirements.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Improved quality processes for increased efficiency and effectiveness.
- Performed root cause analysis on non-compliant parts.
- Ensured compliance with industry regulations through comprehensive audits and evaluations of products and processes.
- Improved product quality by implementing rigorous testing protocols and documenting results.
- Enhanced production efficiency by identifying areas of improvement in manufacturing processes.
- Collaborated with cross-functional teams for continuous process improvements, achieving higher product reliability.
- Provided training to team members on quality control procedures, resulting in improved knowledge and skillsets.
- Assisted management in setting annual quality goals, continuously tracking progress towards these objectives and providing regular updates on performance
Customer Service Representative
TELETECH HOLDINGS INC.
09.2007 - 12.2007
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Collected and analyzed customer information to prepare product or service reports.
Graphic Designer
CIRILO DIGITAL PHOTO SERVICES
06.2006 - 06.2007
- Designed website layouts, templates and unique branded looks.
- Completed in-depth product design tests using updated software tools.
- Worked with clients to gather and define requirements, establish scopes and manage project milestones.
- Developed display, marketing and packaging materials to support product branding strategies.
Assistant Store Manager
SHOPPE HOME AND FAMILY NICETIES
11.2004 - 06.2007
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Attained expert level of product knowledge, becoming go-to person for major sales and vendor negotiations.
- Reduced company expenditures and met budget targets by closely monitoring, tracking and controlling expenses.
Education
Bachelor of Science - Computer Science
AMA Computer University
Pawing Palo Leyte05.2005
Skills
- Promotional support
- Goal Setting
- Teamwork and Collaboration
- Technical Troubleshooting
- Customer Service
- Computer Diagnostics
- LAN/WAN
- System Configuration
- Multitasking
- Software diagnosis
- Hardware installations
- IT Troubleshooting
- Quality Assurance
- Subject matter expertise
- New hire on-boarding
- Performance Evaluation
- Coaching and Mentoring
- Mentoring
- Quality Improvement
- Product and service solutions
Accomplishments
Serves as Team POC - making sure that all calls are progressing for completion and success, we also ensure that support are readily available by our colleagues during their live calls. Providing one-on-one coaching when feedback is received by AA and ensuring that we have a work plan to avoid another feedback in the future. Making sure that call schedules are properly cascaded and assigned for balance and effective productivity towards every team member for the Bangalore and Manila Team.
SME - supporting the entire Manila and Bangalore Team during live escalations.
Trainer - we provide the product training to help the newbies onboard.
Quality Auditor - We make sure that the 2 teams Bangalore and Manila Teams will not incur any mistakes on their process and help them familiarize the process. Also, we provide one-on-one coaching for AA's who received feedback, escalations and other sort of live support. We use training materials that are readily available for us and make sure to maximize with the usage to avoid incurring feedback and helping every member of our team for a 100% of Quality.
I was an Agila awardee twice (2x) and received the highest commendations from our clients and other managers for the project. Always a performer and never receive any escalations and feedback. We were able to manage in reaching the quality target of 100% from 64% by only 3 months of successful rate of calls.
Hobbies
DIY Traveling
Camping
Mountain Climbing
Running
Singing
Timeline
Subject Matter Expert (Team POC)
ACCENTURE PHILIPPINES
06.2016 - Current
Technical Support Representative
SYKES ASIA INC. Customer
12.2012 - 06.2016
Quality Control Agent
SCOPEWORKS ASIA INC.
02.2009 - 09.2012
Customer Service Representative
TELETECH HOLDINGS INC.
09.2007 - 12.2007
Graphic Designer
CIRILO DIGITAL PHOTO SERVICES
06.2006 - 06.2007
Assistant Store Manager
SHOPPE HOME AND FAMILY NICETIES
11.2004 - 06.2007
Bachelor of Science - Computer Science
AMA Computer University
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