JOSE LUIS B. MALLARI
VIP Account Officer
Santa Rosa, Province Of Laguna
Summary
A self-starter person, able to lead and work in a team, result oriented person and always eager to learn new things to improved my craft to be able to impart knowledge to my co-worker and contribute to achieve company's goal.
Overview
17
17
years of professional experience
Work History
CX TECH SUPPORT ASSOSOCIATE
PLDT
Makati City, Metro Manila, Philippines
09.2018 - Current
- Handled Home Premier Viber
- Premier Officer is tasked to handle Home Premier customer inquiries about a PLDT product, promo, or service, new request, or follow-up of technical and non-technical concerns until the request is completed or resolved.
- Provide updates via PM on the details of concern, action taken and or any network downtime advisories
- Handled VIP endorsement via Cignal Escalations GC.
- Strong background in technical support and my proficiency with all NMS tools
- Creation of SO/SR for Aftersales request.
- Process new connect applications, disputes for billing concerns, including regular or goodwill adjustment, transfer of payment, and refund.
- Conduct troubleshooting, creation of ticket, coordination and follow up to Zone/ Network for individual trouble and other technical concerns.
- For outages affecting Premier communities, coordinate with Zone, Network (NFS- for Primary handling, CBF for Secondary. Coordinate with Comms for the spiels on outage advisory prior posting in the community.
- Monitor and ensure that the agreed response time and SLA for each aftersales transaction is met.
Business System Analyst
Philippine Long Distance Telephone Company
Makati City
11.2015 - 08.2018
- Establish standard business processes and policies in coordination with various groups such as Credit and Collection, Finance, ANI-OSS, Smart, Marketing and Sales
- Create business process models
- Define and implement communication plans and strategies for new products, services, and procedures; handle initial cascade process before turning over to training groups and process teams
- Conduct coordination meetings with IS, product and project managers to address business requirements
- Facilitate approval of initiated/recommended business initiatives
- Provide end to end management of the implementation of new products and services
- Request all report requirements for new products and services as needed by the marketing group to Reports team
- Prepare business procedures/guidelines end to end
- Conduct user acceptance testing of new services on systems enhancements
- Conduct coordination meetings with concerned groups
- Ensure all system requirements, parameters and tables are properly working prior launching of new products or policies needed
- Analyze, establish and document needs of business users
Network Support Specialist - Home Bro Dispute Mgt
Sampaloc, Manila
10.2013 - 07.2015
- Handles troubleshooting
- Processing of dispute rebate
- In-charge in DTS processing
- Provide quality service in an outbound call
On The Job Training
PLDT CO.
Pasay City
10.2012 - 02.2013
On The Job Training
Lufthansa Technik Philippines, Inc.
Pasay City
01.2008 - 04.2008
Education
Bachelor of Science - Information Technology
AMA COMPUTER COLLEGE
Makati City, Metro Manila, Philippines 04.2001 -
Skills
Microsoft Office
Oral Communication
Written Communication
Eager to learn
Anticipate next steps
Hardworking
Achieve results
Time management
Task prioritization
Customer service
Technical troubleshooting
Personal Information
- Place of Birth: Manila
- Citizenship: Filipino
- Date of Birth: 04/17/90
- Marital Status: Single
- Religion: Roman Catholic
Participationandaffiliations
- Junior Philippine Computer Society, AMA Computer College, Active Member, 01/01/10, 12/31/13
- Rotaract, AMA Computer College, Active Member, 01/01/10, 12/31/13
Training
- PLDT CO., On The Job Training, 2550 FB Harrison, Pasay City, 10/01/12, 02/28/13
- Lufthansa Technik Philippines, Inc., On The Job Training, Villamor Airbase, Pasay City, 01/01/08, 04/30/08
Timeline
CX TECH SUPPORT ASSOSOCIATE
PLDT
09.2018 - Current
Business System Analyst
Philippine Long Distance Telephone Company
11.2015 - 08.2018
Network Support Specialist - Home Bro Dispute Mgt
10.2013 - 07.2015
On The Job Training
PLDT CO.
10.2012 - 02.2013
On The Job Training
Lufthansa Technik Philippines, Inc.
01.2008 - 04.2008
Bachelor of Science - Information Technology
AMA COMPUTER COLLEGE
04.2001 -