Geo Mosaic Diaz
Dasmarinas, Province Of Cavite,CAV
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
9
9
years of professional experience
Work History
Service Desk 2IC
Capgemini Philippines Corp.
05.2024 - Current
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Enhanced customer satisfaction by effectively addressing escalations and resolving issues in a timely manner.
- Collaborated with cross-functional teams to optimize the delivery of services in accordance with established SLAs.
- Established strong relationships with clients, leading to repeat business and positive feedback.
Service Delivery Lead
Capgemini Philippines Corp.
09.2022 - 09.2023
- Developed strong relationships with clients, resulting in increased repeat business and referrals.
- Ensured compliance with industry standards and regulations through rigorous quality control measures.
- Established clear objectives for each project phase, monitoring progress closely against pre-defined milestones.
- Identified opportunities for growth by staying abreast of industry trends and emerging technologies in the field of service delivery management.
- Facilitated effective communication between internal teams and external partners to ensure seamless coordination during project execution phases.
Salesforce Developer
Capgemini Philippines Corp.
07.2021 - 09.2022
- Worked effectively in fast-paced environments.
- Designs, builds, and maintains custom user interfaces and applications using LWC, a web component framework, within the Salesforce platform.
- Collaborate with stakeholders, write code, test solutions, and ensure smooth deployment and integration.
- Ensured code quality by following best practices and conducting thorough unit testing before deployment into production environments.
- Participate in Agile development processes, including sprint planning and retrospectives.
SFMC Automation Specialist | SF Dev/Admin
Capgemini Philippines Corp.
08.2019 - 06.2021
- Proficiently use SFMC tools (e.g., Journey Builder, Email Studio, Automation Studio) to build and manage marketing campaigns, workflows, and automation processes.
- Develop and maintain a system to track and segment customers for targeted marketing campaigns.
- Optimize email workflows, ensuring seamless integration with other marketing efforts and maximizing the impact of each campaign.
- Ad Hoc Responsibilities (Report Extraction, Manual Run of Automation, Automation Management (Data out of Sync, Outages).
L2 Maintenance Support | Hybrid Mobile Dev
Capgemini Philippines Corp.
08.2019 - 06.2021
- Troubleshooting: Diagnosing and resolving technical problems, bugs, and errors that users encounter.
- Problem Management: Identifying root causes of issues and implementing effective solutions.
- Bug Fixing: Correcting defects and anomalies discovered during the application's lifecycle.
- Application Monitoring: Continuously monitoring the application's performance and stability to identify potential issues before they impact users.
- Teamwork: Working closely with development teams, system administrators, and other stakeholders to ensure efficient problem resolution and application maintenance.
- Knowledge Sharing: Sharing knowledge and best practices with other support personnel.
Customer Service Representative
IQor SM Dasmariñas (RMS Collect Phils. Inc.)
06.2016 - 10.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Bachelor of Science - Electronics Engineering (ECE
National College of Science And Technology
Dasmariñas, Province Of Cavite, Philippines03-2018
Skills
- Experience in designing, building, and optimizing marketing journeys
- Experience with building and managing automated processes and workflows
- Experience in creating and managing email campaigns, including personalization and segmentation
- Knowledge of mobile marketing strategies and implementation
- Ability to query and manipulate data using SQL
- Knowledge of Apex programming language for custom development
Timeline
Service Desk 2IC
Capgemini Philippines Corp.
05.2024 - Current
Service Delivery Lead
Capgemini Philippines Corp.
09.2022 - 09.2023
Salesforce Developer
Capgemini Philippines Corp.
07.2021 - 09.2022
SFMC Automation Specialist | SF Dev/Admin
Capgemini Philippines Corp.
08.2019 - 06.2021
L2 Maintenance Support | Hybrid Mobile Dev
Capgemini Philippines Corp.
08.2019 - 06.2021
Customer Service Representative
IQor SM Dasmariñas (RMS Collect Phils. Inc.)
06.2016 - 10.2018
Bachelor of Science - Electronics Engineering (ECE
National College of Science And Technology
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