LOUISE INGRID ANCAJAS FUENTES
Caloocan City
Summary
To obtain a position that will enable me to utilize my skills and ability to work well with people, gain knowledge and be of help to the company.
Overview
8
8
years of professional experience
Work History
Technical Support Analyst – CRM Integrations
Five9 Philippines Inc.
Mandaluyong, Metro Manila
04.2022 - Current
- Has in-depth understanding of CRM Platforms (e.g., Salesforce, Netsuite, Zendesk, Microsoft Dynamics)
- In charge of diagnosing and resolving issues related to CRM Integrations
- Works with log files, debugging, and analyzing error messages to resolve issues
- Train users on how to utilize CRM integrations effectively
- Work closely with developers to identify and fix bugs in Integration processes
- Participate in testing and validation of new CRM Integration Features
- Maintains knowledge base articles for internal teams and users
- Prioritize and escalate critical integrations when necessary
Subject Matter Expert- Performance Reinforcement Support
Collective Solutions/CA Telemarketing
Quezon City
09.2021 - 04.2022
- Pinpoint site's highlight and lowlights on call quality
- Reinforcement on client based initiatives by facilitating Call Calibrations and/or Call listening sessions
- Effectively communicating on members of the organization to continuously improve overall performance
- Expert on procedures, knowledge and tasks being followed to meet client deliverables
- Providing recommendations for procedural improvements
- Auditing associates' call, root-cause analysis and pre-coaching reports
T3- Global Expert (Focus Trainer)
Convergys-Concentrix
Quezon City
09.2018 - 08.2021
- Responsible for promoting thorough knowledge of agents on certain client initiatives on its program
- Reinforcement of client based tasks
- Ensuring understanding and smooth application of certain program procedures, processes and initiatives
- Ensuring stability of technical knowledge on connectivity, how-to's of the equipment used by the program
Ground Attendant
Magnum Air Inc.
Paranaque City
05.2017 - 09.2018
- Company Overview: Skyjet Airlines
- In charge of overlooking reservations, preparation of special handling documents
- Responsible in verifying reservations upon check-in, assigning seats in accordance to weight and balance of the aircraft
- Ensuring smooth boarding of passengers on departure
Education
Bachelor of Science - Tourism Management
STI COLLEGE FAIRVIEW
01.2017
Skills
- Leadership skills
- Organizational Skill
- Interpersonal Skill
- Passionate for excellence
- Flexible
- Proactive
- Directed towards delivering positive result
Educational Background - Tertiary School
Bachelor of Science in Tourism Management, STI COLLEGE FAIRVIEW, 08/01/13, 05/31/17, Dean’s Lister, 2017, Magna Cum Laude, 2017
Timeline
Technical Support Analyst – CRM Integrations
Five9 Philippines Inc.
04.2022 - Current
Subject Matter Expert- Performance Reinforcement Support
Collective Solutions/CA Telemarketing
09.2021 - 04.2022
T3- Global Expert (Focus Trainer)
Convergys-Concentrix
09.2018 - 08.2021
Ground Attendant
Magnum Air Inc.
05.2017 - 09.2018
Bachelor of Science - Tourism Management
STI COLLEGE FAIRVIEW