Cyril De Leon Acunin
Senior Process Executive
Bocaue Bulacan
Summary
Senior Process Executive experienced in balancing customer service and support objectives with innovative process improvement and execution. Skilled in research straight up to communicating resolution with users in order to meet client expectations.
Overview
16
16
years of professional experience
1
1
Language
Work History
Senior Process Executive
Cognizant Technology Solutions, Giga Towers
05.2022 - Current
- Provide B2B support for a global payment processor.
- Support includes basic troubleshooting of payment methods, some basic application programming interface (API), and other merchant fund flow-related issues.
Cook
Chow Time Restaurant and Catering, Northern Mariana Island, Saipan
03.2020 - 12.2021
- Successfully managed inventory and reduced waste by carefully monitoring food usage and rotating stock.
- Contributed to positive workplace culture by fostering open communication among team members and addressing issues proactively before they escalated.
- Maintained clean and organized workspace, adhering to health department standards for safety and sanitation.
- Followed strict standards for food handling and safety, minimizing risks to customers.
Technical Support
Sykes Asia Philippines, Bonifacio Global
09.2016 - 09.2019
- Provide technical support on project's various flagship electronic devices
- Provided technical support for both hardware and software issues users encountered.
- Assisted customers in troubleshooting product issues and provided timely technical support through chat, voice and email channels.
Technical Support Specialist / Billing Analyst
Accenture
09.2011 - 07.2016
- Project Kodiak - Provide technical support on modem initial setup and other troubleshooting related tasks on new or existing setups
- Project Blue Flame – resolve customer billing and payment inquiries and send out technicians for meter replacement, reconnection or disconnection of natural gas service.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
Customer Retentions Specialist
SITEL Philippines
10.2007 - 06.2011
- Reduced churn rate by developing personalized retention strategies for high-risk clients.
- Conducted regular account reviews to identify opportunities for improving customer satisfaction and reducing attrition rates.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Trained junior team members, boosting overall department performance and service quality levels.
Education
Some College (No Degree) - Management Information System
Philippine School of Business And Administration
Quezon City, PhilippinesHigh School Diploma -
Ramon Magsaysay (Cubao) High School
Quezon City, PhilippinesSkills
Marriedundefined
Character references
Felix Romeo Campbell Lagdameo
Subject Matter Expert
Cognizant Technology Solutions
+63 945 075 1871
Edwin Laus Jr.
Tier 2 Personal Technology Expert
Support.com
+63923 176 9669
Timeline
Senior Process Executive
Cognizant Technology Solutions, Giga Towers
05.2022 - Current
Cook
Chow Time Restaurant and Catering, Northern Mariana Island, Saipan
03.2020 - 12.2021
Technical Support
Sykes Asia Philippines, Bonifacio Global
09.2016 - 09.2019
Technical Support Specialist / Billing Analyst
Accenture
09.2011 - 07.2016
Customer Retentions Specialist
SITEL Philippines
10.2007 - 06.2011
Some College (No Degree) - Management Information System
Philippine School of Business And Administration
High School Diploma -
Ramon Magsaysay (Cubao) High School
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