IAN VICTOR NAVA
Technical Support Analyst, Provisioning Analyst, Data Curator Analyst
Caloocan City,Metro Manila
Summary
Dedicated and results-driven professional with extensive experience in customer service, data management, and technical support. Proven track record in managing accounts and driving sales growth while ensuring high levels of customer satisfaction. Skilled in problem-solving and process improvement, with a strong ability to collaborate effectively within diverse teams.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Technical and Provisioning Analyst
Optum Global Solutions
Quezon City
05.2017 - Current
- Provide comprehensive technical support to end users, resolving internet connectivity issues efficiently.
- Collaborate with major internet service providers, including Time Warner and AT&T, to facilitate services for remote employees in the U.S.
- Gather and analyze customer information to provide timely updates on support tickets, ensuring clear communication throughout the process.
- Monitor and manage ticketing systems, scrubbing data to ensure adherence to Service Level Agreements (SLA) and minimize resolution times.
- Conduct periodic audits of service orders to verify accuracy and compliance with company policies, effectively reducing errors and disputes.
- Liaise with sales representatives to clarify order details, ensuring precise fulfillment of customer requirements and enhancing overall service quality.
- Identify opportunities for automation within the provisioning process, spearheading initiatives to implement innovative tools and technologies that boost efficiency.
- Regularly evaluate system performance to pinpoint areas needing maintenance or upgrades, ensuring optimal operational performance at all times.
- Develop and document standard operating procedures for ordering and pricing with various internet providers, enhancing team knowledge and workflow efficiency.
- Create a comprehensive knowledge base for team members, addressing common questions about procedures and ordering processes.
- Proactively follow up with end users and schedule callbacks to guarantee satisfaction and effective resolution of issues.
Data Curator
Veeva System
Metro Manila
04.2022 - 09.2024
- Conducted comprehensive online research to gather accurate information on hospitals and healthcare professionals across diverse regions, including EMEA (Europe, Middle East, and Africa), NA (North America), LATAM (Latin America), and APAC (Asia-Pacific).
- Collaborated with diverse range of data scientist globally to ensure that curation efforts are beneficial and accurate.
- Managed data entry and maintained updated records using Google Sheets and proprietary tools.
- Ensured data accuracy through rigorous cross-referencing and validation of information from multiple sources.
- Collaborated with team members to analyze data, providing constructive feedback to enhance overall data quality.
- Performed quality assurance assessments on peers' work, identifying discrepancies and recommending corrections to improve accuracy.
Technical and Support Analyst
Convergys Philippines Services Corporation
12.2014 - 07.2016
- Provide service and support to end users through automated call distribution software via remote connection or the Internet.
- Address customer inquiries and concerns regarding products and services by processing information effectively.
- Gather customer information and analyze symptoms to identify issues.
- Diagnose and resolve technical issues related to internet connectivity, email clients, IPTV, VOIP, and more.
- Research necessary information using available resources.
- Adhere to standard processes and procedures for consistency.
- Redirect issues to appropriate resources as needed.
- Offer alternative solutions to retain customers and clients.
- Conduct follow-ups and schedule callbacks to ensure customer satisfaction.
Medical Representative
Pharmabest Incorporated
04.2013 - 10.2013
- Established strong relationships with healthcare professionals, resulting in increased trust and credibility for the organization.
- Analyzed market to identify new opportunities and strengthen relationships with hospitals, medical centers and primary provider physicians.
- Collaborated with sales team to develop targeted marketing strategies that boosted overall revenue growth.
- Managed territory efficiently, effectively prioritizing visits to key healthcare providers and facilities.
Customer Service Representative
Teleperformance Philippines
03.2012 - 01.2013
- Managed and maintained customer accounts by accurately recording and updating information.
- Provided exceptional customer service by addressing concerns and complaints, offering solutions, expediting corrections, and following up to ensure resolution.
- Processed payments and handled customer billing inquiries.
- Activated new accounts for both new and existing customers.
- Contributed to team success by consistently achieving excellent performance scores.
Account Executive
Fernando Medical Enterprises Inc.
03.2011 - 03.2012
- Managed distributor accounts, focusing on strategies to increase sales and meet annual forecasts.
- Developed new direct customer accounts while enhancing sales within existing accounts.
- Fulfilled literature and sample requests for both new and existing clients.
- Generated weekly and monthly sales and collections reports.
- Stayed informed about industry trends and competitive landscape.
- Fostered a positive work environment with a strong emphasis on teamwork.
Teller Manager
Bayad Center
09.2009 - 02.2011
- Ensured accurate data capture of transaction details.
- Conducted machine validation of Statements of Account, payment forms, and checks.
- Transmitted collection data to the central server.
- Organized and filed collection summary reports, stubs, and deposit slips.
- Provided customer service and addressed customer complaints effectively.
Education
Bachelor of Arts - Bachelor of Arts in English Minor in Instructional
Polytechnic University of The Philippines
Manila, Metro Manila, Philippines 06.2005 - 05.2009
Skills
Customer Service Excellence
undefinedTimeline
Data Curator
Veeva System
04.2022 - 09.2024
Technical and Provisioning Analyst
Optum Global Solutions
05.2017 - Current
Technical and Support Analyst
Convergys Philippines Services Corporation
12.2014 - 07.2016
Medical Representative
Pharmabest Incorporated
04.2013 - 10.2013
Customer Service Representative
Teleperformance Philippines
03.2012 - 01.2013
Account Executive
Fernando Medical Enterprises Inc.
03.2011 - 03.2012
Teller Manager
Bayad Center
09.2009 - 02.2011
Bachelor of Arts - Bachelor of Arts in English Minor in Instructional
Polytechnic University of The Philippines
06.2005 - 05.2009
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