JONABELLE PAKINGAN-TAMPOS
Service Desk/Customer Service/IT Support Senior Analyst
Pasig, Metro Manila
Summary
Dynamic professional seeking to leverage a diverse skill set and extensive experience within a reputable organization that values growth and innovation. Committed to utilizing a strong educational background and an optimistic, organized approach to contribute effectively to team objectives while aligning with the company's mission and vision. Eager to embrace opportunities that foster career advancement and increased responsibility, driving both personal and organizational success.
Overview
18
18
years of professional experience
Work History
Service Desk/SW/Application/Cloud Tech Specialist
Accenture
01.2026 - Current
- Led service desk operations, ensuring timely resolution of technical issues and customer inquiries.
- Mentored team members, fostering a collaborative environment to enhance service delivery and employee development.
- Streamlined incident management processes, improving response times and customer satisfaction ratings.
- Analyzed service desk performance metrics to identify trends and implement improvements for operational efficiency.
- Coordinated cross-functional communication between IT teams and end-users to resolve complex technical problems effectively.
- Conducted regular team meetings to assess progress, address challenges, and align on service goals and initiatives.
- Optimized resource allocation by carefully analyzing staffing needs based on historical data and projected growth trends.
- Provided timely assistance to end-users by effectively prioritizing and delegating service requests.
- Collaborated closely with other departments to address cross-functional issues, improving overall company operations.
- Maintained strong relationships with vendors, negotiating favorable contract terms that resulted in cost savings without compromising service quality.
- Championed continuous process improvement initiatives, leading to increased efficiency and effectiveness of the service desk team.
- Implemented proactive monitoring measures to identify potential issues before they became widespread problems.
IT Customer Service Specialist
Accenture
09.2023 - 01.2026
- Assist Shift Managers in overseeing customer service teams to ensure smooth and efficient daily operations.
- Act as a liaison between front-line customer service associates and upper management, facilitating clear communication and alignment.
- Monitor team performance, including call quality, compliance with scripts, and overall customer interaction standards.
- Provide ongoing coaching and feedback to team members to support continuous improvement and development.
- Handle escalated customer issues that require advanced problem-solving or managerial intervention.
- Prepare and maintain performance reports to track trends, highlight achievements, and identify areas for improvement.
- Collaborate with leadership to establish team goals and performance benchmarks.
- Keep management informed with regular updates on team progress, challenges, and successes.
- Foster a positive team environment that promotes motivation, accountability, and exceptional customer service aligned with organizational standards.
Enterprise Care Ambassador
Accenture
06.2023 - 08.2023
- Facilitated seamless communication between clients and internal teams to enhance service delivery.
- Developed and implemented strategies to improve client satisfaction and engagement metrics.
- Trained and mentored junior staff on best practices for customer interaction and support.
- Analyzed client feedback to identify areas for improvement in service offerings.
- Provide an appropriate solution to resolve issues
- Provide post-purchase order support and order modifications for requests.
- Remotely assist and setup purchased devices from Best Buy
- Support member inquiries related to Order or Returns, Exchanges, Warranties, and price match policies.
- Perform activation assistance, cancellation, enrollment, marketing options, merge-match, password reset, profile updates, forgot card, certificate management, point management, and offers
- Articulate member benefits
- Covers all products including Desktop support
- Voice Support
SW/APP/Cloud Support Technician
Accenture
06.2021 - 06.2023
- problem solvers employing service-driven tactics
- function as bridge between clients and systems/applications
- committed to upholding world-class systems and client satisfaction
- outstanding communication expertise to promote seamless operation
- Effectively diagnose client concerns through enhanced interpersonal techniques.
- profound product expertise to assess and develop impactful resolutions
Transaction Processing Analyst
Accenture Inc.
05.2013 - 06.2021
- Perform data entry and research in various systems and tracking tools. Apply knowledge of process and related systems to assist in identifying, assessing and resolving issues/problems. Assess and resolve non-standard and standard issues or problems. Seek advice and escalate issues when faced with task/problems outside the scope of work.
- Robinsons Cybergate Center Tower 2 (Pioneer St), 1550 Mandaluyong City, Mandaluyong
- Buried Service Wire Group
- Order Management Group
Leasing Clerk
SM Mart Inc.
09.2011 - 04.2013
- Ad Boxes Management (Advertisement on Cash-Counters of All SM Department Stores)
- Mall Selling Management
- Advertising Spaces Monitoring
- SM Corporate Offices Bldg. D, Jose W. Diokno Boulevard, Pasay City, Metro Manila, Philippines
Service Crew
Golden Arches Development Corp. (MCDONALDS)
04.2008 - 02.2009
- Serves as customer service assistant.
- Assigned as front cashier.
- SM City Bacoor, Cavite
Education
Bachelor of Science - Nutrition and Dietetics for Teachers
Philippine Normal University
Metro Manila01-2011
Southern Philippines Institute of Science and Technology - undefined
Southern Philippines Institute of Science and Technology
Anabu II-B Imus, Cavite01-2007
Anabu II Elementary School - undefined
Anabu II Elementary School
Imus, Cavite01-2003
Skills
Speaking and Communication Skills
Accomplishments
1. Promotion
Position upgrade from Level H to Level G as Transaction Processing Analyst
December 1, 2014
2. Recognition
Awarded as Top Agent of the month for Buried Service Wire Group
In recognition on meeting the targets of their major metrics for the month of August
August 2014
3. Certification
Certified as Floor Walk for Project Eagle – Buried Service Wire Group
April 20, 2014
4. Promotion
Position upgrade from Level 12 to Level 11 as Delivery Operations Senior Analyst
December 1, 2016
5. Recognition
Fiscal Year 2017 - Quarter 2 A-List Awardee for Business Operator Category
In recognition on delivering high quality requirements and service level metrics within the given timelines
April 19, 2017
6. Recognition
Fiscal Year 2017 - Quarter 2 A-List Awardee for Business Operator Category
In recognition on delivering high quality requirements and service level metrics within the given timelines
April 19, 2017
7. Role Assignment
Assigned as Interim Team Leader
August 2017
8. Recognition
Fiscal Year 2019 - Quarter 1 A-List AGILA Awardee
Individuals who are at ease with change and ambiguity and is able to make decisions from the available insight.
February 2019
9. Recognition
Operations Security Champion
Drives a culture in Operations that views security as a critical part of the everyday life in delivering value to our clients
March 2019
10. Promotion
Position upgrade from Level 11 to Level 10 as Team Leader (Transaction Processing Senior Analyst)
September 2019
11. Recognition
Fiscal Year 2019 - Annual A-List Maharlika Awardee (Best People Award)
For embodying the Leadership DNA by fearlessly innovating, executing with agility, collaborating, driving an Inspiring vision and owning success in a Truly Human Way
February 2020
12. Promotion
Position upgrade from Level 10 to Level 9 as IT Customer Service Specialist
June 2025
13. Recognition
Fiscal Year 2025- Annual ATCP Gantimpala Award (Sinag Award)
Lead with passion, purpose and integrity
November 2025
Timeline
Service Desk/SW/Application/Cloud Tech Specialist
Accenture
01.2026 - Current
IT Customer Service Specialist
Accenture
09.2023 - 01.2026
Enterprise Care Ambassador
Accenture
06.2023 - 08.2023
SW/APP/Cloud Support Technician
Accenture
06.2021 - 06.2023
Transaction Processing Analyst
Accenture Inc.
05.2013 - 06.2021
Leasing Clerk
SM Mart Inc.
09.2011 - 04.2013
Service Crew
Golden Arches Development Corp. (MCDONALDS)
04.2008 - 02.2009
Anabu II Elementary School - undefined
Anabu II Elementary School
Southern Philippines Institute of Science and Technology - undefined
Southern Philippines Institute of Science and Technology
Bachelor of Science - Nutrition and Dietetics for Teachers
Philippine Normal University
TRAINING AND SEMINARS ATTENDED
- November 2010 – February 2011: Student Teaching Practicum, General Emilio Aguinaldo National High School
- August 22, 2010 – October 20, 2010: Food Service Training, Max’s Inc. – Baclaran Branch
- June – July 2010: Hospital Dietetics Practicum, Philippine Heart Center
- April – May 2010: Community Nutrition Service Training, San Jose Del Monte, Bulacan
- January 2014: Operational Excellence Basics Training, Accenture
- April 2014 – October 2014: Floor Walk Sessions Training, Accenture
- October 14, 2014: Cultural Connection 360, Accenture
- June 2016: Six Sigma Yellow Belt Training Yellow Belt Training, Accenture
- November 10, 2016: Analytics Basics, Accenture
- March 13-17,2017: ACES (Adaptive Communication for Effective Solutions), Accenture
- April 19, 2017: Supervisor Driving Analytics, Accenture
- May 26, 2017: Client Management Basic, Accenture
- July 2017: Leadership Development Program | Coaching Fundamentals, Accenture
- August 24-25, 2017: Design Thinking Session, Accenture
- November 6-8, 2017: Information Technology Infrastructure Library (ITIL v3 Foundation), Accenture
- May 2018: Client Management Essentials, Accenture
- February 2019: Floor Marshal Training, Accenture