JENNY G. NARAG
Implemenation Consultant
Cainta
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
Implementation Consultant
SAP Concur Philippines Inc.
2 2023 - Current
- Manage remote implementations of Concur’s Premier Standard Expense service and extended services for North American-based clients
- Complete implementations within aggressive timeframe while consistently delivering exceptional levels of work quality and client satisfaction.
Technical Support Representative
SAP Concur Philippines Inc.
07.2019 - 02.2023
- Act as technical support rep, taking inbound calls, email and chat support, provide walk thru assistance to User’s while they use the software
- Complete casework within personal queue to a high standard when needed to help maintain the health of queue
- Engage with identified issue to make sure it is being taken care of within the given SLA
- Support global KPIs and regional product group functional objectives, as defined by GPSP and Management
- Facilitate creation and delivery technical training or resources when requested
- Able to use Zoom, Slack and Microsoft Teams for communication
- Able to use Salesforce and Service now as ticketing tools.
Customer Support Representative
AT&T U-Verse Voice Porting
07.2014 - 07.2019
- Able to handle Office of the President Escalation for AT&T Uverse Porting
- Able to handle Inbound and Smartchat segments both Consumer and Business
- Able to past Major KPIs: AHT – Average Handling Time, Productivity, Quality – 95% Target, Attendance – 98% Target, RTC – Receipt to Clear Cases.
Customer Service Representative
Interglobe Technologies
07.2013 - 07.2014
- Taking inbound calls for booking an Airline reservation for United Airlines
- Excelled as one of the Top agent on the first month on the production floor
- Consistent Top agent
- Major KPIs: Productivity, CSAT, Process Deviation, Attendance – 98% Target, Quality – 95% Target.
Education
Bachelor of Science in Information technology, TERTIARY LEVEL -
International Scholl of Asia and the Pacific
01.2009 - 05.2013
Skills
Training Procedure Implementation
Software Implementation
ERP Implementation
Training delivery
Timeline
Technical Support Representative
SAP Concur Philippines Inc.
07.2019 - 02.2023
Customer Support Representative
AT&T U-Verse Voice Porting
07.2014 - 07.2019
Customer Service Representative
Interglobe Technologies
07.2013 - 07.2014
Bachelor of Science in Information technology, TERTIARY LEVEL -
International Scholl of Asia and the Pacific
01.2009 - 05.2013
Implementation Consultant
SAP Concur Philippines Inc.
2 2023 - Current