Open To Work
Hi, I’m
Heber Ahoman
Pasig City
Work Preference
Summary
I want to use my skills to meet your needs and expectations of professional quality for your customers. You can count on my devotion and my discretion in carrying out the tasks that you will grant me.
Overview
1
year of post-secondary education
19
years of professional experience
Work History
Tech Mahindra Philippines ltd
Sr. Associate Quality Analyst
11.2021 - Current
Job overview
- As a Sr. Quality Assurance for the French market: my role was to audit the agents from the vendor side to ensure they meet a set of consistent standards, mostly to perform visual inspection of the call recording quality issues and plan processes to decrease the instance of defects in products by conducting internal and external calibration with the vendor to identify the DSAT from the customers and improve the quality of products.
- Update the framework to better address our audits as a quality assurance employee.
- CRM Tools : Connect Cases & Sprinklr
Hexaware Technologies ltdTaguig
IT Service Desk Engineer -French
04.2021 - 11.2021
Job overview
- Resolved user technical issues promptly.
- Remotely access the user's computer and make changes to their system and settings.
- Guided users through self-resolution steps to empower independent troubleshooting.
- Walk the user through steps they can take to resolve the issue on their own.
- Completed daily checklist tasks for Service Desk operations to ensure all issues were addressed.
- CRM Tools: ServiceNow
GOPRO PHILIPPINES LTDTaguig
French Technical Customer Support Representative
06.2017 - 03.2021
Job overview
- GoPro action cameras come with different models and Specs.
- Act as the front-line interface for our customers.
- Answering both technical and non-technical questions for customers.
- Assist customers for basic troubleshooting in some issues like RMA Process when the issue cannot be resolved after the troubleshooting.
- CRM Tools : Salesforce, Netsuite & Hubspot.
CGI Philippines IncTaguig
IT Service Desk Analyst
01.2016 - 01.2017
Job overview
- French Account: Nautilus – SNC LAVALIN OM – CANADA.
- Active Directory for employees of SNC-LAVALIN, Basic Troubleshooting of Outlook, Microsoft Office, Internet Explorer, Google Chrome.
- S&R cashier assistance was mostly the password reset and troubleshooting.
- Gmail account locked.
- CRM Tools : Jira
Stefanini Philippines IncMakati
French IT Service Desk- Software & Hardware
07.2015 - 10.2016
Job overview
- Installing and configuring computer hardware operating systems and applications.
- Monitoring and maintaining computer systems and networks.
- Talking staff or clients through a series of actions, either over the telephone, to help set up systems or resolve issues.
- Providing support, including procedural documentation and relevant reports.
- Following diagrams and written instructions to repair a fault or set up a system.
- Working continuously on a task until completion.
- Prioritizing and managing many open cases at one time.
- CMR Tools : ServiceNow
INFOSYS BPO LIMITED- PHILIPPINES IncTaguig
Process Specialist - Philips Healthcare Canada, Quebec / French - English
01.2014 - 07.2015
Job overview
- Secures revenue by verifying and posting receipts, resolving discrepancies.
- Maintains records by verifying invoices, debits, and credits.
- Resolves valid or authorized deductions by entering adjusting entries.
- Summarizes receivables by maintaining invoice accounts; coordinating monthly transfers to accounts receivable accounts; verifying totals; preparing reports.
- CRM Tools : ACEVA & SAP
ADITYA BIRLA MINACS PHILIPPINES INC, BPO/CALL CENTERMakati
French Support Representative
01.2012 - 12.2013
Job overview
- B2C Inbound and Outbound call (Customer service to answer customers' inquiries and sales telemarketing).
- Process: 1: Acquisition Card 2: Call Cross Sell 3: QA Verification Specialist Inbound (process MasterCard credit card application for a Canadian customer, process customer inquiries, advise a Canadian customer for the best credit card with MBNA division of The Toronto-Dominion Bank).
- Outbound (proposal and selling MasterCard MBNA credit card to Canadian customers with a better rate interest).
AROBASE TELECOM S.A Ivory Coast IncAbidjan - Plateau
Telecom Technician
01.2008 - 06.2008
Job overview
- Whether building a telecommunications system from the ground up or working on a preexisting system, Telecommunications Technicians must be up to date on the latest technologies and practices to offer their customers the best system possible.
- Analyzed users' needs and planned and implemented tailored telecommunications systems.
- Determined necessary equipment and resolved issues promptly to maintain system functionality.
- Performed regular tests on systems, ensuring optimal performance of all components.
Education
AlisonPasig City, Philippines
Diploma in Interconnecting Cisco Networking Devices Part 1 (ICND1) v3
AlisonPasig City, Philippines
Certificate of Financial Accounting Basics
Infosys Philippines IncMuntinlupa
Certificate T1-100 Finance – Fundamental Accounting
09.2014 - 01.2015
Infosys Philippines IncAlabang
Certificate of T2-200 Finance – Accounting
09.2014 - 01.2015
Eauclaire InstituteUSA, India
Certificate Program in Animation and Multimedia
Institute for International Higher Education of TechnologiesAbidjan, Plateau, Ivory Coast
Diploma of Advanced Technician / BTS CESTIA
Skills
- Quality Assurance
- Quality Metrics
- Defect Tracking
- Process Improvement
- Data Analysis
- Active Directory
- Quality Assuranceomputer fundamentals
- Word
- PowerPoint
- Windows 10
- Google Quality Assurancehrome
- Basic Troubleshooting
- Networking
- VPN connection
- Google Chrome
- Gmail
- Internet Explorer
- Computer fundamentals
- Regulatory Compliance
Languages
- French, Native
- English, Fluent
Hobbies and Interests
- Soccer
- Swimming
- News
- Music
- Art
- Travel
- Tourism
Personal Information
Date of Birth: 08/16/83
Status Of Residence
Residence Visa
Languages
French
Proficient
C2
English
Advanced
C1
Timeline
Sr. Associate Quality Analyst
Tech Mahindra Philippines ltd
11.2021 - Current
IT Service Desk Engineer -French
Hexaware Technologies ltd
04.2021 - 11.2021
French Technical Customer Support Representative
GOPRO PHILIPPINES LTD
06.2017 - 03.2021
IT Service Desk Analyst
CGI Philippines Inc
01.2016 - 01.2017
French IT Service Desk- Software & Hardware
Stefanini Philippines Inc
07.2015 - 10.2016
Infosys Philippines Inc
Certificate T1-100 Finance – Fundamental Accounting
09.2014 - 01.2015
Infosys Philippines Inc
Certificate of T2-200 Finance – Accounting
09.2014 - 01.2015
Process Specialist - Philips Healthcare Canada, Quebec / French - English
INFOSYS BPO LIMITED- PHILIPPINES Inc
01.2014 - 07.2015
French Support Representative
ADITYA BIRLA MINACS PHILIPPINES INC, BPO/CALL CENTER
01.2012 - 12.2013
Telecom Technician
AROBASE TELECOM S.A Ivory Coast Inc
01.2008 - 06.2008
Alison
Diploma in Interconnecting Cisco Networking Devices Part 1 (ICND1) v3
04.2021
Alison
Certificate of Financial Accounting Basics
04.2021
Eauclaire Institute
Certificate Program in Animation and Multimedia
01.2009
Institute for International Higher Education of Technologies
Diploma of Advanced Technician / BTS CESTIA
01.2007