Flordeliza Cabading

Ensure reliable operation of the services IT Service Desk including the Reporting of the SLA based KPIs with a regional perspective

Leadership:

• Manage regional employees of the team, in line with laws and corporate guidelines.
• Define measures for employee development
• Train new SD Agents
• Coaching
• Evaluate QA per SD Agent by Monthly.
• Mentored and guided employees to foster proper completion of assigned duties.
• Built strong relationships with customers through positive attitude and attentive response.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Molded team and embraced change to adapt within dynamic market.
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Provided constructive criticism regarding quality assurance on collections team phone calls.

Ensure reliable operation of the services IT Service Desk including the Reporting of the SLA based KPIs with a regional perspectiveLeadership:

• Manage regional employees of the team, in line with laws and corporate guidelines.
• Define measures for employee development
• train new SD Agents
• Coaching
• Acts as an SD agent –Spanish agent when necessary (peak hours or language coverage)
• Evaluate QA per SD Agent by Monthly.
• Mentored and guided employees to foster proper completion of assigned duties.
• Built strong relationships with customers through positive attitude and attentive response.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Molded team and embraced change to adapt within dynamic market.
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Provided constructive criticism regarding quality assurance on collections team phone calls.

Ensure reliable operation of the services IT Service Desk including the Reporting of the SLA based KPIs with a regional perspective Leadership:

• Manage regional employees of team, in line with laws and corporate guidelines.
• Define measures for employee development
• Train new SD Agents
• Coaching
• Evaluate QA per SD Agent by Monthly.
• Mentored and guided employees to foster proper completion of assigned duties.
• Built strong relationships with customers through positive attitude and attentive response.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Molded team and embraced change to adapt within dynamic market.
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Provided constructive criticism regarding quality assurance on collections team phone calls.

The Escalation Management Member has to take care, supporting the incident owner, about all incidents elevated to other support instances, to ensure a smooth operation by using the Incident Management Process, Situation Management Process, Complaint Management Process and Positive Feedback process.

• Handling from beginning to end, the complaint tickets by contacting supporters, leaders and customers, confirming satisfaction once their complaints are considered as resolved.
• Handling of the positive feedback tickets, sharing this feedback with the respective IT Supporters and Leaders.
• Coordinate and follow up the handling of the high priority issues (situations) on a follow the sun schedule, making sure that they are resolved and communicated accurately.
• Communication of the opening, updates and resolution of high priority master incidents to the corresponding audience based on incident scope and impact.
• Maintain the planned maintenance Calendar and 8D reports SharePoint as a support activity of the situation management function.

The Escalation Management Member has to take care, supporting the incident owner, about all incidents elevated to other support instances, to ensure a smooth operation by using the Incident Management Process, Situation Management Process, Complaint Management Process and Positive Feedback process.

• Handling from beginning to end, the complaint tickets by contacting supporters, leaders and customers, confirming satisfaction once their complaints are considered as resolved.
• Handling of the positive feedback tickets, sharing this feedback with the respective IT Supporters and Leaders.
• Coordinate and follow up the handling of the high priority issues (situations) on a follow the sun schedule, making sure that they are resolved and communicated accurately.
• Communication of the opening, updates and resolution of high priority master incidents to the corresponding audience based on incident scope and impact.
• Maintain the planned maintenance Calendar and 8D reports SharePoint as a support activity of the situation management function.

Ensure reliable operation of the services IT Service Desk including the Reporting of the SLA based KPIs with a regional perspectiveLeadership:

• Manage regional employees of the team, in line with laws and corporate guidelines.
• Define measures for employee development
• Train new SD Agents
• Coaching
• Evaluate QA per SD Agent by Monthly.
• Mentored and guided employees to foster proper completion of assigned duties.
• Built strong relationships with customers through positive attitude and attentive response.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Molded team and embraced change to adapt within dynamic market.
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Provided constructive criticism regarding quality assurance on collections team phone calls.