Jefrie Ardaniel

Admin Function

• Facilitate yearly goal setting for direct reports
• Provide direction to staff according to agreed team goals, as well as company policies & procedures.
• Set and drives direct reports to achieve identified metrics and business goals through regular coaching session, mentoring, and providing regular feedback.
• Facilitate regular team meetings for updates and collaboration. This includes preparing the agenda, distributing materials, and recording meeting minutes.
• Provide direct oversight to the day-to-day functioning of operations through direct supervision of staff.
• Demonstrate good judgment in selecting methods and techniques for obtaining solutions.
• Manage issue resolution /conflict process.
• Introduce innovation / special projects to further improve current processes.
• Responsible for performance management, handling escalations, coaching and enabling career development of team members.
• Identify inefficiencies in existing software testing processes and develop and implement improvements.
• Streamline communication and coordination between different teams
• Stay informed about industry best practices, latest tools and techniques and recommend relevant training programs.

Other Activities

• Approval of Vacation Leaves/Sick Leaves in Workday.
• Approval of Change Request for our Timekeeping Tool.
• Annual Merit Increase discussion.
• Help coordinate various inquiries with HR, IT, Finance, Facilities etc.
• Cascade company news and other announcements.

Duties and Responsibilities

• Performs regular assessment of software quality through manual testing to check functionality against client specifications and requirements.
• Develops testing protocols for various aspects, such as functionality, defect or bug finding, regression testing, and implementation scenarios.
• Determine the priority for test scenarios and create execution plans to implement these scenarios.
• Collaborates with the Implementation Consultants and Product Owners in designing and preparation of test plans, procedures, scenarios and scripts to check if the tool is working as expected before performing functional testing.
• Determine the priority for test scenarios and create execution plans to implement these scenarios;
• Identify, analyze (thru validation & verification) and create detailed records (tickets) of problems that appear during testing, such as software defects, bugs, glitches, functionality issues, and output errors, and works closely with Configuration and Development Teams to ensure timely resolution and development of retesting procedure.
• Develops and executes automated testing to increase the effectiveness, efficiency and coverage of software testing process. Maximizes test coverage for the most critical features of the application
• Conducts Exploratory Testing
• Understanding of Mobile Testing
• Conducts assessment of the application to provide feedback to developers, including recommendations/suggestions for improvements, evaluation of problems, potential solutions, and discussions of further test requirements.
• Works with various cross-functional teams to ensure quality throughout the software development lifecycle.

Research and Development

• Conducts research and performs assessment of current software testing processes (manual) to identify opportunities to improve current practices.
• Documents and updates software testing approaches and other methodologies for purposes of standardization of processes.
• Create detailed, step-by-step documentation of test procedures for each phase or project as needed to ensure replicability, compliance with standards, and growth of company knowledge base.
• Performs other duties that may be assigned from time to time.

Duties and Responsibilities:

• Prepared presentations to explain revisions, enhancements and process improvements of organization's systems and programs.
• Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.
• Implemented best practices to optimize clients' organizational performance, leading to improved operational efficiency.
• Collaborated with teams to define, strategize, and implement strategies.
• Provided reporting for fad-hoc reporting in support of decision-making.
• Gained strong leadership skills by managing projects from start to finish.
• Identified issues, analyzed information and provided solutions to problems.

Duties and Responsibilities

• Generated reports detailing findings and recommendations.
• Conducted thorough research to identify trends and inform decision-making for business growth initiatives.
• Built and managed relationships with key clients and partners to drive growth.
• Helped meet changing demands by recommending improvements to business systems or procedures.
• Created and delivered presentations to stakeholders to showcase work.
• Skilled at working independently and collaboratively in a team environment.
• Identified issues, analyzed information and provided solutions to problems.

Duties and Responsibilities:

• Prepare and deliver high level reports for Regional Quality Director.
• Deliver Quality Call Monitoring Frequency Report daily to operations to ensure up to date metrics of each sites.
• Communicate and interact with operation support groups (QA, Supervisors and Quality Managers and Operation Managers) for any quality process and related concerns that needs immediate response and attention.
• Update and maintain Verint Impact 360 Portal User Manager for any hierarchal structure changes.
• Prepare Zero Tolerance Reports regionally with daily and monthly statistics to keep each site with the most updated metrics.
• Maintain, update and debug Excel Programs (Macro) to guarantee accuracy and data integrity of the reports.
• Defined reporting requirements to support call center strategy and drive improvements.
• Managed multiple projects simultaneously while maintaining strict deadlines and high-quality standards.
• Collaborated with cross-functional teams to gather and analyze data, identifying trends and insights.
• Assisted in the development of KPIs and performance metrics, providing a clear framework for measuring success.
• Automated multiple reporting tasks through creation of reporting tools.
• Optimized reporting systems for faster access to critical business information.

Duties and Responsibilities:

• Under minimal supervision, prepare and maintain statistical reports.
• Investigate and analyze data and decide upon alternatives to complete assignments.
• Assemble and assess statistical information from system databases and other sources.
• Independently plan, prepare and maintain business unit reports critical to organizational success/profitability and meeting client expectations.
• Monitor, evaluate and assess unit productivity on a daily basis.
  Communicate directly with manager regarding Agent/Advisor standards and productivity.
• May reconcile time-keeping data and provide information to manager.
  Review accuracy/punches and resolve any related problems with manager.
• May track and record attendance, tardiness and attrition on a daily basis.
• Make manager aware of occurrences (corrective action/counseling to be delivered by manager).
• Produce and post weekly Agent/Advisor Performance.
• Additional operations support duties as assigned.

Duties and Responsibilities:

• Under minimal supervision, prepare and maintain statistical reports.
• Enhanced user experience by creating interactive dashboards tailored to end-user needs.
• May track and record attendance, tardiness and attrition on a daily basis.
• Make manager aware of occurrences (corrective action/counseling to be delivered by manager).
• Produce and post weekly Agent/Advisor Performance.
• Additional operations support duties as assigned.

Duties and Responsibilities

• Provide Phone Support for the customers who have Dell Computers and Printer.
• Support technical queries for Desktops, Printers, Portables and Wireless LOB.
• Act as Virtual Resolution Specialists who takes Supervisor Calls, Escalated Calls and even approving dispatches and callbacks for unresolved issues.
• Provided exceptional customer support, resolving complex technical issues with effective communication skills.

Basic Function:

• Responsible for accomplishing the processing requirements for Division according to the company's standard procedures and schedules, and the client's specification.
• Responsible for controlling receipt and issuance of source materials.

Duties and Responsibilities:

• Back-up all finished and final modified jobs.
• Restored files for modification as requested.
• Maintains the disk capacity at controllable level all the time.
• Recovers and rearranges jobs trapped on disk in cases of system breakdown.
• Perform processing of files like output processing, editing, sorting, reformatting, merging, extracting, and printing using the most efficient procedures and equipment that are available.
• Recommends processing procedures that would guarantee accuracy and productivity of the section and reduce turn-around days of projects, ensures that job priorities are always followed.