Games (simulation and MOBA)
Karen Jobelle Gascon Guillermo
Service Management Officer
Bocaue,BUL
Summary
Data Entry Clerk supporting accurate recordkeeping, structured data updates, and timely documentation. Brings Excel, ServiceNow, and UAT experience from service operations, with a focus on clean inputs, ticket audits, and organized information flow. Well suited to roles that require careful data handling, consistent quality checks, and clear documentation for day-to-day operations.
Service Management Officer monitoring daily and monthly SLA and KPI performance across service operations. Builds ServiceNow reports and dashboards, audits tickets for process and quality gaps, and supports UAT, user stories, and documentation. Converts performance data into Balanced Scorecard updates and PowerPoint reports that support agent review and service decisions.
Overview
1
1
Language
18
18
Certificates
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Library Assistant
St. Paul College of Bocaue
Bocaue, Bulacan
06.2016 - 10.2019
- Categorized books based on Dewey Decimal System
- Directed library database management for books and additional resources
SERVICE MANAGEMENT OFFICER
Indra Philippines, Inc.
09.2022 - Current
- Monitored daily and monthly service level agreements and key performance indicators to ensure compliance and improve service delivery
- ServiceNow Reports and Dashboards
- Developed balanced scorecard for agent performance evaluation, enhancing transparency and accountability
- User Acceptance Testing and User Stories
- Conducted ticket auditing for SLA compliance, process adherence, and quality assurance to identify improvement areas
- MS Excel proficiency
- PowerPoint report creation
- Documentation
Education
Bachelor of Science in Information and Communications Technology - Business Analytics
Bulacan State University
Malolos, Bulacan 07.2018 - 07.2022
Skills
Business analytics
Data visualization
ServiceNow reports
Microsoft Office
Communication
Excel pivot tables
SLA monitoring
KPI tracking
User acceptance testing
Ticket auditing
Documentation
ITIL Foundation
Certification
First Aid: Occupational and Basic Life Support - Red Cross
Interests
Reading (books, manhwa, manga)
Watching (movies and TV series)
Dogs
Timeline
First Aid: Occupational and Basic Life Support - Red Cross
11-2025
ITIL v4 Foundation Training - Feb 2025 - Feb 2027
02-2025
SERVICE MANAGEMENT OFFICER
Indra Philippines, Inc.
09.2022 - Current
Domain Knowledge: Finance and Risk Microspecialization Pathway | Development Academy of the Philippines
07-2022
Domain Knowledge: Human Resources Microspecialization Pathway | Development Academy of the Philippines
07-2022
Operation Analytics Microspecialization Pathway | Development Academy of the Philippines
07-2022
Data Associate Pathway | Development Academy of the Philippines
07-2022
Dashboards and Drill-Down Analytics | Development Academy of the Philippines
05-2022
Data Visualization Fundamentals | Development Academy of the Philippines
05-2022
Data Management Fundamentals | Development Academy of the Philippines
04-2022
Essential Excel Skills for Data Preparation and Analysis | Development Academy of the Philippines
04-2022
SQL for Business Users | Development Academy of the Philippines
03-2022
Analytics Applications in Finance and Risk | Development Academy of the Philippines
02-2022
Applied Analytics in Public Finance and Budgeting | Development Academy of the Philippines
02-2022
Design Thinking for Analytics | Development Academy of the Philippines
02-2022
Applied Analytics in Public Human Resource Management| Development Academy of the Philippines
01-2022
Analytics Applications in Operations | Development Academy of the Philippines
12-2021
Getting Grounded on Analytics | Development Academy of the Philippines
11-2021
MTA: Networking Fundamentals - 2019
06-2019
Bachelor of Science in Information and Communications Technology - Business Analytics
Bulacan State University
07.2018 - 07.2022
Library Assistant
St. Paul College of Bocaue
06.2016 - 10.2019
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Advanced (C1)