Makati City Metro
IAM - Analyst
Manila
Summary
Experienced in the field of IT-BPM with over five years of experience in the industry. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
9
9
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work History
Analyst
ANZ Global Services and Operations Manila, Inc
Makati City
04.2017 - Current
- Accurate processing of UAM requests & cost of rework for inaccurate requests
- Improvement in operating cost and quicker turnaround time due to higher efficiency
- Drive automation by identifying manual reporting Customer
- Target Service Level Agreements (SLAs) are consistently met
- Improve customer focus in the manner in which queries are handled and responded resulting in improved customer feedback
- Consistently engage with customer and assist the manager in meeting or exceeding customer expectations
- Effective resolution of all queries/customer complaints to avoid recurrence
- Effective customer communication in UAM services
- Scheduling stakeholders’ meetings & proactively address/facilitate issue and re- addressable of issues Safety Troubleshoot
- Assist in Creation, Amendment & Deletion of user ID's on ANZ's banking systems to ANZ staff per HR records
- Ensure Access control is automated, systematic and transparent by performing administrative tasks and implementing processes
- Work tasks consistently meet all agreed SLA's whilst reducing inconsistencies associated with risk/errors measured by Manager
- Assist with the development of training materials based on source documentation, including process maps, procedures, policies and any additional required reference material
- Resolves and/or escalates complex matters to the Manager in a timely manner 2
- Administrative and Reporting Tasks
- Completion of personal daily statistics/reports as directed and provided to the Manager in a timely and accurate manner
- Updating of Max page and access request forms as per ANZ standards 3
- Single Point of Contact/Escalation Management
- Ensure that the team is updated about any process/procedure changes
- Liaise with the onshore contacts for process updates and resolve queries about the function/process 4
- Process Improvement and Quality
- Implementation of processes and performance of administrative in line with documented procedures to ensure consistency in quality of service
- Identify areas of process improvement, suggest changes & implement under the guidance of managers
- Liaison with stakeholders for necessary approvals to ensure the process is completed within the SLA period
- Performance Development, Compliance Obligations Risk/Compliance/Behaviors
- Ensure EDGE and Core compliance adherence is maintained at 100%
- Takes personal responsibility and ownership of risk and compliance matters and escalates to line manager when required
- Annual Leaves to be planned in advance, minimal unscheduled leave & manage time & breaks
- Effective management of daily tasks
Tech Support Rep
Convergys Corp
Makati City
01.2013 - 03.2014
- Provided full range of technical support for AT&T U-Verse high speed internet, cable TV and telephone service in a prompt, efficient and professional manner
- Understood customer needs and recommended appropriate solutions
- Prepared work orders for maintenance requests after determining if field visits were required and ensured appropriate follow-up procedures were met
- Troubleshot PC/e-mail/modem/home networking problems and escalated advanced troubleshooting problems to the next level
- Technical Support group when appropriate
- Maintained accurate problem call tracking in helpdesk ticketing system
- Demonstrated excellent knowledge of Windows and Macintosh operating systems, internet/IP, web browsers, e-mail and other PC operating and connectivity technologies
- Diagnosed PC hardware, software, operating system and cable modem and cabling issues
- Consistently demonstrated ability to meet higher performance expectations
- Adhered to strict rotating work schedules
Customer Service Representative
Transcom Worldwide Phil. Inc
Bacolod City
01.2011 - 08.2013
- Demonstrated an overall understanding of operations in order to interact with customers regarding various inquiries (technical and non- technical)
- Provided prompt resolution to customers via telephone and/or e-mail to assist with a variety of customer inquiries and issues
- Familiarly with security concepts such as Spam, Spyware, Viruses, Bots/Botnets
- Application-level knowledge of email protocols (how email works, etc.)
- Practical and technical knowledge with hardware, firmware, software and concepts such as routers, firewalls and mail protocols
- Handled inbound customer repair request via phone, portal, email, and network monitoring tools
- Performed complex diagnostic troubleshooting to resolve voice, video & data service issues
- Interfaced with incumbent local exchange carriers, field service technicians and other internal partners as needed to resolve customer troubles
- Independently recognized and diffused escalated customer situations while setting accurate expectations for issue resolution
- Processed change of service requests
- Accurately documented problems including detection information, diagnostic results and repair information by utilizing the trouble ticketing system
- Utilized tools and resources to troubleshoot and repair managed services customer problems
- Leveraged a variety of software applications to manage customer account information and diagnose and resolve technical difficulties
- Identified opportunities for process improvements & recommended solutions to leadership
- Used multiple software systems and applications to ensure customer service orders and repair tickets were completed accurately and on-time
- Recognized and diffused difficult customer situations utilizing all resources, interpersonal and negotiating skills to come to resolution
- Responsible for working closely with higher- level Technicians to understand root cause for provisioning and repair-related tickets
- Communicated and/or implemented process requirements to reduce overall trouble rates
- Owned the customer experience - think and act in ways that put our customers first, gave them seamless digital options at every touch point, and made them promoters of our products and services
- Opened tickets and recorded/maintained necessary documentation to track ticket through resolution
- Proactively learned new technology related to Comcast products.
Education
Bachelor of Science - Business Management
Lyceum of The Philippines University
Manila 10.2022 - Current
Bachelor of Science - Information Technology
University of St. La Salle
Bacolod City 06.2008 - 03.2011
High School Diploma -
Madeleine Academy (formerly La Consolacion
06.2004 - 04.2008
Skills
Skillsundefined
Affiliations
Trainings
Agile Foundations - National Association of
State Boards of Accountancy (NASBA), Project
Management Institute (PMI) Building Your
Technology Skills - LinkedIn Learning
Computer Components and Peripherals for IT
Technicians - LinkedIn Learning
Critical Thinking - National Association of State
Boards of Accountancy (NASBA)
MacOS Big Sur New Features - LinkedIn Learning
Microsoft Azure: Active Directory - LinkedIn
Learning
Communication Foundations - National
Association of State Boards of Accountancy
(NASBA), Project Management Institute (PMI)
Comparing Agile versus Waterfall Project
Management - LinkedIn Learning Digital
Technologies Case Studies: AI, IOT, Robotics,
Blockchain - Project Management Institute
(PMI)
IT Service Desk: Service Management - LinkedIn
Learning
Leadership Mindsets - Project Management
Institute (PMI)
Learning Cloud Computing: Core Concepts -
National Association of State Boards of
Accountancy (NASBA), CompTIA
Learning PC Maintenance and Performance -
National Association of State Boards of
Accountancy (NASBA)
Writing in Plain English - National Association of
State Boards of Accountancy (NASBA), Project
Management Institute (PMI).
Certification
Microsoft Azure Fundamentals
Timeline
Bachelor of Science - Business Management
Lyceum of The Philippines University
10.2022 - Current
Microsoft Azure Fundamentals
07-2022
Analyst
ANZ Global Services and Operations Manila, Inc
04.2017 - Current
Tech Support Rep
Convergys Corp
01.2013 - 03.2014
Customer Service Representative
Transcom Worldwide Phil. Inc
01.2011 - 08.2013
Bachelor of Science - Information Technology
University of St. La Salle
06.2008 - 03.2011
High School Diploma -
Madeleine Academy (formerly La Consolacion
06.2004 - 04.2008
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