Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

FLORDELIZA CABADING

Taguig

Summary

With extensive experience working for various clients in service-based setups, I have navigated through multiple employer changes due to the nature of service contracts. This is a common occurrence in the IT industry, where external companies are contracted by clients for fixed terms of 2-3 years. Throughout my leadership roles, I have encountered both challenges and successes, allowing me to interact with diverse individuals who bring their unique personalities to the table. These interactions have not only honed my technical skills but also fostered personal growth. My professional journey showcases my adaptability, leadership abilities, and ability to thrive in fast-paced environments.

Overview

18
18
years of professional experience

Work History

Global IT Service Desk Team Lead- APAC

Valeo IT Services Inc.
04.2020 - Current
  • Spearheaded the APAC Global IT Service Desk operations, ensuring robust service delivery and SLA-compliant KPI reporting
  • Directed and aligned regional team actions with corporate standards and legal requirements
  • Implemented strategic employee development programs to enhance team competencies
  • Orchestrated comprehensive training for new Service Desk Agents, elevating service quality
  • Delivered consistent coaching to drive performance and service excellence
  • Executed monthly quality assurance evaluations for each Service Desk Agent, maintaining high standards
  • Fostered a culture of excellence, mentoring staff to ensure meticulous task execution
  • Cultivated strong customer relationships through exceptional service and a positive demeanor
  • Developed transparent, professional team dynamics to expedite issue resolution
  • Adapted team strategies to meet the challenges of a rapidly changing market environment
  • Led training initiatives, mentoring for increased productivity, precision, and commitment to customer satisfaction
  • Provided targeted feedback to enhance quality assurance within the collections team's communications

Global Service Desk-APAC Team Leader

VOLENDAY INC.
01.2016 - 03.2020
  • Ensure reliable operation of the services IT Service Desk including the Reporting of the SLA based KPIs with a regional perspective
  • Manage regional employees of the team, in line with laws and corporate guidelines
  • Define measures for employee development
  • Train new SD Agents
  • Coach employees
  • Acts as an SD agent -Spanish agent when necessary (peak hours or language coverage)
  • Evaluate QA per SD Agent by Monthly

Global Service Desk-APAC Team Leader

JOHN CLEMENTS CONSULTANTS INC.
01.2015 - 12.2015
  • Ensure reliable operation of the services IT Service Desk including the Reporting of the SLA based KPIs with a regional perspective
  • Manage regional employees of the team, in line with laws and corporate guidelines
  • Define measures for employee development
  • Coach employees
  • Train new SD Agents
  • Acts as an SD agent -Spanish agent when necessary (peak hours or language coverage)
  • Evaluate QA per SD Agent by Monthly
  • Adjust language skill sets of the SD agents
  • Acts as HR Admin for all external employees(John Clements Inc)
  • Played multiple roles as Service Desk agent, Service Desk -Team Leader and Situation Manager at the same time

Escalation Manager

John Clements Consultant inc.
01.2015 - 05.2015
  • Expertly manage the entire lifecycle of escalated incidents, ensuring seamless integration with Incident, Situation, Complaint, and Positive Feedback Management processes
  • Ensure customer satisfaction through end-to-end ownership of complaint resolution, liaising with support teams, leadership, and customers
  • Champion the distribution of positive feedback, acknowledging IT Support and Leadership teams for their excellence
  • Coordinate and monitor high-priority issue resolution across global teams, adhering to a follow-the-sun model for timely and effective communication
  • Communicate critical incident updates and resolutions to relevant stakeholders, tailoring messages to the incident's scope and impact
  • Oversee the maintenance of the Planned Maintenance Calendar and the 8D Reports SharePoint, supporting the Situation Management function

Escalation Manager

Global Strategic Solutions and Services Inc.
01.2013 - 12.2014
  • Expertly managed the full lifecycle of escalated incidents, ensuring seamless coordination across support levels by leveraging Incident, Situation, Complaint, and Positive Feedback Management processes
  • Ensured customer satisfaction by efficiently resolving complaint tickets through proactive engagement with support teams, leadership, and customers
  • Celebrated and disseminated positive customer feedback to IT Support and Leadership teams, fostering a culture of excellence and recognition
  • Orchestrated the resolution of high-priority issues on a 24/7 schedule, guaranteeing timely communication and closure of critical incidents
  • Communicated key updates and resolutions of significant incidents to relevant stakeholders, tailoring messages to the incident's scope and impact
  • Maintained the Planned Maintenance Calendar and managed 8D reports on SharePoint, supporting the robust functioning of the Situation Management team

Global Service Desk-APAC Team Leader

GLOBAL STRATEGIC SOLUTIONS AND SERVICES INC. (GS3)
09.2010 - 12.2014
  • Ensure reliable operation of the services IT Service Desk including the Reporting of the SLA based KPIs with a regional perspective
  • Manage regional employees of the team, in line with laws and corporate guidelines
  • Define measures for employee development
  • Train new SD Agents
  • Coach employees
  • Acts as an SD agent -Spanish agent when necessary (peak hours or language coverage)
  • Escalation Manager (Jan.2013-Dec.2014)

Bilingual Customer Service Representative (Spanish/English)

TRANSCOM Asia
08.2008 - 08.2010
  • Proficient Bilingual Customer Service Representative (Spanish/English) for a leading Electric Provider, specializing in residential accounts
  • Expert in validating and verifying critical customer data, including names, addresses, and credit statuses, ensuring accuracy and security

Bilingual Customer Service Representative (Spanish/English)

PEOPLE SUPPORT PHILIPPINES INC.
03.2008 - 08.2008
  • Expertly managed a diverse range of customer service functions, including order processing, general inquiries, payment transactions, and billing information updates
  • Proficient in handling subscription cancellations and addressing inquiries related to back issues of magazines
  • Demonstrated excellence in upselling products and services, contributing to revenue growth and enhanced customer satisfaction

Bilingual Customer Service Representative (Spanish/English)

INFOnxx
11.2006 - 03.2008
  • Expertly navigated bilingual customer interactions as a Directory Assistance Operator, proficiently addressing inquiries in both Spanish and English
  • Demonstrated exceptional communication skills, ensuring clear and concise assistance for a diverse customer base
  • Maintained high standards of customer satisfaction by providing accurate information swiftly and courteously

Education

BS - Computer Science

STI COLLEGE-Zamboanga
01.2015

Secondary Level -

Pilar College
01.2000

Skills

  • Active Directory
  • Landesk Remote
  • Team Viewer
  • Softphone: 3cx, Avaya One-x agent
  • VPN :Cisco Any Connect and Forticlient
  • Avaya Site Administration
  • Ticketing System: Remedy, Confluence, HaloITSM, 4me, HPSM
  • SAP: User Account Management
  • SharePoint and Sharepoint Admin Center
  • Intune
  • Azure
  • Citrix Receiver
  • Operating System: Windows 7/10/11
  • MS Office Applications
  • Office365
  • Teams
  • Exchange AdminCenter

    • Ability to work with less supervision

    Capable to multitask

    Problem solving

    Leadership

    Communications skills

Languages

English
Spanish

References

  • Roman Gollmer, Valeo IT Services Inc., rgollmer@valeo-it.com, +4915110422238
  • Joana Alfonso, Valeo IT Services Inc., jalfonso@valeo-it.com, +639190630541
  • Enrico Menichetti, Volenday Inc, enricomenichetti@volenday.com, +971529492660

Timeline

Global IT Service Desk Team Lead- APAC

Valeo IT Services Inc.
04.2020 - Current

Global Service Desk-APAC Team Leader

VOLENDAY INC.
01.2016 - 03.2020

Global Service Desk-APAC Team Leader

JOHN CLEMENTS CONSULTANTS INC.
01.2015 - 12.2015

Escalation Manager

John Clements Consultant inc.
01.2015 - 05.2015

Escalation Manager

Global Strategic Solutions and Services Inc.
01.2013 - 12.2014

Global Service Desk-APAC Team Leader

GLOBAL STRATEGIC SOLUTIONS AND SERVICES INC. (GS3)
09.2010 - 12.2014

Bilingual Customer Service Representative (Spanish/English)

TRANSCOM Asia
08.2008 - 08.2010

Bilingual Customer Service Representative (Spanish/English)

PEOPLE SUPPORT PHILIPPINES INC.
03.2008 - 08.2008

Bilingual Customer Service Representative (Spanish/English)

INFOnxx
11.2006 - 03.2008

Secondary Level -

Pilar College

BS - Computer Science

STI COLLEGE-Zamboanga

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FLORDELIZA CABADING