JUDE M. BOLONGAITA

• Level 1 Technical Support Representative:

- Guest/Staff Support (February 2012 - April 2013)

• Level 2 Technical Support Representative:

- Guest/Staff Support/L1 Escalation (April 2013 - Sept 2014; June 2015 - Dec2016)

• Proactive NOC/Customer Relations Manager:

- Staff Support/L2 Escalation/Monitoring of Network Infrastructure/Creating Analysis and reports to be submitted to client and client's client (Sept. 2014 - June 2015; January 2017 - July 2018)

• Set Patient Appointments with Providers/Physicians

• Provide customers assistance in troubleshooting issues for their global streaming service account, and handle billing matters as well

• Project Support:

- Handle calls from Dispatched Technicians, and also do follow-ups on their assigned jobs/ Network Monitoring for supported stores

• Network Analyst:

- Perform circuit activation with PMs, and their customer, and at times with the ISP ; doing a 48-hour monitoring of the activated circuit and open trouble tickets with the ISP when necessary.

• Customer Service Teammate (March 2, 2022 - Aug. 19, 2022)

- Served clients locked out of vehicles and residences for U.S. based locksmith service.

• Subject Matter Expert (Aug. 22, 2022 - April 30, 2023)

-Delivered support to agents engaged in an American e-commerce campaign specializing in handmade and vintage items.

• Quality Assurance Analyst (May 1, 2023 - Present)

- Audit agents’ performance based on Quality standards set by Campaign.

- Review and present site’s performance to partner teams on a weekly basis.

- Conduct QA huddle and mini calibration sessions with partner Teams to identify behavior and targeted opportunities to redirect and rectify.

- Identify common opportunities for outliers and perform 1:1 coaching