KIM KENNETH DE LOS SANTOS

Experienced in various roles within the Tech Industry, I have a proven track record of success in delivering exceptional Customer Service and Technical Support. From Tech Coach for Verizon to Energy Desk Specialist at Unity Digital Infrastructure, I have honed my skills in Tower Operations and Center Management. As a Shift Lead at Unity Digital Infrastructure, demonstrated strong leadership abilities and dedication to maintaining Operational Efficiency. Prior experience in Customer Service and IT support at PCCW Global and American Express. Background in Quality Analysis and Debt Management, Developed keen eye for detail and strong understanding of Financial Processes. Expertise extends to High-Risk account management and Technical Support, serving as Customer Finance Services Specialist for Sprint Customer Finance Service. Throughout career, consistently provided top-notch Customer and Technical Support, ensuring client satisfaction and fostering positive relationships. Commitment to excellence further exemplified by time as Customer/Technical Support Representative at NCO Quezon City and Technical Support Trainee at TELUS for Trend Micro.

With my Previous engagement with Asurion as their Verizon Tech Coach, I was able to deliver a exceptional Customer Service as well as introducing and selling their insurance products. Prior to that as part of Tower Operations Team with Unity Digital Infrastructure we are ensuring the Sites to be operational and providing Power to Mobile Network Operators Occupying; It is being accomplished through Remote Monitoring Systems and Coordinating with respective Regional Surveillance Centers. Ensuring the availability of the Team to address the concerns on Sites (Emergency and Non -Emergency Site Access), Diagnosing the reported Alarms and coordinating to Site Engineers and Dispatching Service Partners to resolve the issue. My Exposure from various accounts and roles on BPO from Technical across to Finance from 2011 to 2022 and my knowledge as Tower Company Shift Lead will serve as an asset to work towards success on this venture.

• Played a key Role as part of Verizon Tech Coach, resolved the issue called for and sell the insurance product.
• Became part of Process creation after the acquisition of 600 SMART Sites after the Sales Leaseback Agreement.
• Ensuring the reliability of existing 350 Build to Suit sites from Globe and SMART and DITO colocation.
• Working closely with Site Engineers as currently conducting the Audit for the newly acquired 400 sites from Globe North and South Luzon.
• Closely Coordinated with Service Partners on Site for the installation and configuration of Remote Monitoring Systems.
• Working closely with the Team of Tower Company Engineers to ensure the reliability of over a thousand sites from various Mobile Network Operators.
• Handpicked to be part of the Program AMEX CDMP, handled Accounts with High Balance and scrutinized before providing the terms needed.
• Added to Training & Quality Team as Quality Apprentice, spearheaded coaching sessions with Team, assisted Team Managers in Team Handling.