Jean Rene Dibaya Tshika
BPO Worker
Paranaque City, Province Of Metro Manila
Summary
With a proven track record at Accenture Inc., Manila, I excel in incident management and customer service, enhancing IT service desk performance and user satisfaction. My expertise in network troubleshooting and fostering team collaboration has significantly improved operational efficiency and client relations, showcasing my ability to lead and innovate in fast-paced environments.
Overview
14
14
years of professional experience
10
10
Certifications
3
3
Languages
Work History
IT Service Desk Analyst & French Bilingual Lead on
Accenture Inc., Manila, Philippines
03.2020 - 10.2024
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Serve as the Critical Incident Manager, ensuring critical escalations are resolved within a 2-hour SLA.
- Act as Team Lead for French-speaking analysts, managing performance, training, and handling escalations.
- Perform quality audits on completed tasks, providing feedback and areas for improvement to agents.
- Regularly stand in for the Team Manager, ensuring the team runs smoothly during their absence.
- Oversee daily operations to ensure service-level agreements are met, and client satisfaction is maintained.
French Bilingual Subject Matter Expert (SME)
Accenture Inc., Manila, Philippines
09.2019 - 03.2020
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
- Installed, configured, and monitored new system features based on user needs.
French Bilingual Analyst
Accenture Inc., Manila, Philippines
06.2017 - 09.2019
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
- Managed voice and non-voice client interactions, resolving technical issues through phone, ticket, chat, and email.
- Led as the Critical Incident Manager, collaborating with technical teams to address urgent issues.
- Performed quality audits, offering feedback and training to agents for improved service quality.
French Analyst (Accenture Contractor)
Collabera, Manila, Philippine
11.2015 - 06.2017
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
- Delivered exceptional customer service to French-speaking clients through multiple communication channels.
- Developed knowledge base content and translated project documents, emails, and chats.
Global Customer Service Analyst
Hubwoo Manila, Philippines
03.2014 - 08.2015
- Identified trends in customer inquiries, providing insights to improve products or services accordingly.
- Increased first-call resolution rates by creating an extensive knowledge base for quick reference during interactions with customers.
- Conducted thorough root cause analyses for recurring issues, implementing preventive measures to minimize future occurrences.
- Improved overall team morale through open communication channels and fostering a supportive work environment.
- Answered constant flow of customer calls with minimal wait times.
- Reduced call wait times by optimizing staffing schedules and implementing callback options.
- Proactively anticipated potential customer concerns, developing strategies to address them before they escalated into larger issues.
Technical Support Specialist
Hubwoo Manila, Philippines
06.2013 - 03.2014
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Resolved 10 to 20 technical support inquiries per day.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
Supplier Onboarding Manager
Hubwoo Manila, Philippines
06.2010 - 06.2013
- Maintained accurate records of employee data and documentation throughout the onboarding process, adhering to company policies and legal requirements.
- Served as a resource for managers seeking advice or assistance with their department''s unique onboarding needs.
- Monitored progress of new hires throughout the onboarding process, providing feedback and guidance as necessary.
- Regularly reviewed industry trends and best practices for onboarding to ensure the organization stayed at the forefront of employee engagement.
Education
MBA - Business Administration (Business Management)
Adventist University of The Philippines
2602 Puting Kahoy, Silang, Cavite, 4118 Philippine 04.2001 -
Bachelor of Science - Information Management
Adventist University of The Philippines
2602 Puting Kahoy, Silang, Cavite, 4118 Phil 04.2001 -
Skills
Network Troubleshooting
Remote Support
System monitoring
Ticketing system proficiency
Incident Management
Application support
Security awareness
Hardware support
Service Desk Experience
Customer Service
Software Installation
Ticket management
Technical issues analysis
Desktop support
Service support
Customer service expert
Technical Troubleshooting
Account Management
Microsoft Outlook
Call Center Operations
Data Recovery
MS Office proficiency
Network support
Certification
Business Resilience Training, Accenture - October 24, 2023]
Timeline
IT Service Desk Analyst & French Bilingual Lead on
Accenture Inc., Manila, Philippines
03.2020 - 10.2024
French Bilingual Subject Matter Expert (SME)
Accenture Inc., Manila, Philippines
09.2019 - 03.2020
French Bilingual Analyst
Accenture Inc., Manila, Philippines
06.2017 - 09.2019
French Analyst (Accenture Contractor)
Collabera, Manila, Philippine
11.2015 - 06.2017
Global Customer Service Analyst
Hubwoo Manila, Philippines
03.2014 - 08.2015
Technical Support Specialist
Hubwoo Manila, Philippines
06.2013 - 03.2014
Supplier Onboarding Manager
Hubwoo Manila, Philippines
06.2010 - 06.2013
MBA - Business Administration (Business Management)
Adventist University of The Philippines
04.2001 -
Bachelor of Science - Information Management
Adventist University of The Philippines
04.2001 -
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