Mae Ann Crisse Mateo

• Curate content by leveraging existing content to add value and engage our endusers to improve user experience when they use our content platform.
• Create, manage and implement content strategies that aligns with the brand guidelines to meet business objectives.
• Review and analyze current content library and inventory, standardize materials, and develop facilitator guides and learning exercises to ensure consistency and effectiveness.
• Create content for our AI Chatbot (JAIDA): Develop conversational content for the chatbots by crafting dialogue scripts, responses, prompts, and questions that are relevant, informative, and tailored to the chatbots's objectives.
• Ensure the content is coherent, concise, and engaging to facilitate smooth and natural interactions with users while maintaining the chatbots's persona.
• Craft detailed documentation for each project stage, supporting knowledge transfer and promoting organizational learning.
• Optimized resource allocation across multiple concurrent projects by developing efficient scheduling methods based on priority rankings established collectively with the team's input.
• Implemented risk management strategies proactively, mitigating potential issues before they could impact project outcomes.
• Facilitated cross-functional collaboration within teams, fostering a positive work environment that encouraged innovation and creativity.
• Collaborate with the Subject Matter Experts (SMEs) or stakeholders to provide instruction and guidance to end users or employees during program delivery.
• Take ownership of the content governance of content/materials upload within Saleforce.com (SFDC) or current learning platform.
• Understand the target audience and effectively capture their interests and the vision of the project management team.
• Played a vital role in fostering a supportive team culture, recognizing individual contributions regularly, and promoting ongoing professional growth for all members.
• Enhanced project efficiency by streamlining processes and improving communication between team members.
• Managed budgets and resource allocation effectively, ensuring optimal use of resources for each project phase.
• Developed strong relationships with external partners, contributing to successful collaborations on various projects.
• Currently enrolled in the internal Grow Gig learning system, where I collaborate closely with the team responsible for managing the machine learning of our Chatbot (JAIDA) and contribute to knowledge transfer for our new AI software, CoreAI.

• Maintains knowledge articles content quality by reviewing, revising and continually develop contents as it is being uploaded to the central KM database and build continued momentum in the visibility/ use/effectiveness of these articles across the Global Service Desk.
  • Utilize interpersonal skills and communication skills to influence the ongoing delivery of a tailored and relevant client briefing process through collaboration with other departments to ensure roles/responsibilities and maintenance of the end-to-end cycle is efficient and effective.
  • As the local KM lead for the wider KM Team global program, ensuring that local stakeholders are kept updated throughout on deliverables. And continued drive in the use of documentations in accordance to KCS, coordinate with SMEs on the relevant applications that positively improves the Service Desk compliance rate to at least 85%.
  • Provide administrative support to the local management with anything that would relate to the Knowledge Centered Support (KCS) system (e.g. editing of article contents, feedbacks and clarifications)
  • Creates Bi-Weekly newsletter that provides updates, news and information about upcoming supports, updates and urgent cascades. This initiative significantly improved how communication is being handled across the company.
  • Contributor to the revisions of the training and coaching curriculum with the client that is now being used in introducing training for new starters on resource tools, KM database and introduce the Knowledge Centered Support (KCS) system. With the target goal to increase the population of the KCS3 level user within 3 months.
  • Delivers ad-hoc reports and custom analysis to provide/recommend strategies that results acceptable compliance rate of process and procedures.

• Created an assessment curriculum for training needs for new and existing employees and applied appropriate training programs using the internal and external resources to address competency gaps.
• Streamlined onboarding process, reducing new hire ramp-up time.
• Promoted culture of continuous improvement by initiating regular training feedback loops.
• Worked closely with internal stakeholders regarding employee training need by organizing, developing and source training programs to meet specific training needs to meet the Service Level of Agreements.
• Developed training aids like All-In-One tool that eliminates time wasted while preparing to take calls.
• Map out training plan to have the new hires equipped for deployment to operations in 1 week from date of hire be to take simple Service Desk task (Password reset)
• Facilitated learning through a variety of delivery methods including classroom instruction, virtual training, on-the-job coaching
• Designed an assessment tools to measure training effectiveness and evaluate participants performance.
• Maintain employee training records from onboarding to operations deployment.
• Prepared documentation and coordinates meetings for process, Updates, implementation and may require re-training and up trainings.

· Respond to help desk inquiries and provide service to all our users through all our channels (Phone and E-Mail)

· I am responsible in answering incoming calls for Password Resets and Tier1 handling them accordingly to process and logs all information in the call tracking system (BMC Remedy) • Escalate and/or forward tickets to other support groups (ex: Tier 2 level and network engineers) that is out of scope of support according to established process.

· Communicates problems with support groups as they become known to raise urgency in resolving issues reported by end users.

· Passed Berlitz Language test and Assessment as required by client.

· Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.

· Conducted regular reviews of open tickets, ensuring timely follow-up actions were taken to drive issue resolution successfully.

· Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.

· Addressed user customer service concerns and decided when to escalate problems to specialist team members.

· Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.

· Leveraged remote support tools to resolve end-user issues more efficiently, decreasing wait times for assistance.

· Maintained detailed documentation of incident resolutions, contributing to the growth of the internal knowledge base.

· Served as a mentor to junior team members, fostering a supportive work environment that encouraged skill development.

· Increased first-call resolution rates through comprehensive knowledge of company systems and applications.

· Contributed to ITIL-based process improvements within the service desk environment, promoting best practices across the team.

· Managed high-priority incidents, coordinating resources and communication efforts to ensure swift resolution and minimal impact on business operations.

Outbound Resolution Specialist and Case Manager - New Hire
• Manage New Hires Employees Inbound and Outbound cases to ensure 100% case closures and reduce case aging.
• Coordinates and follow up services between customers and technicians ensuring end-to-end cycle is efficient.
• Proposed and implement strategies in managing the case aging to a minimum by ensuring resolve in one is enforced while maintaining excellent customer service.
• Handled customer unresolved issues as a 3rd level of escalation by providing high level of support and ensure positive customer experience.
• Managed program’s customer communication tools e.g. voicemails, customer’s email making sure cases are handled accordingly and in timely manner by enforcing outbound endorsement process.

Inbound Technical Support Representative - Nov 2006 to February 2009
• Analyze and diagnose computer hardware related issues and provides appropriate resolutions.
• Troubleshoots operating systems issues (web searching, internal tools and product updates)
• Knowledgeable on Windows Operating System installation and troubleshooting

• Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.

• Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
• Trained new employees and delegated daily tasks and responsibilities.
• Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations includes banking deposit preparations.
• Maintained workplace safety by enforcing strict adherence to company policies and industry regulations.
• Maintains the integrity of the "Starbucks Experience" by ensuring that baristas remain focused on essential tasks and consistently deliver exceptional customer service. Demonstrates leadership by setting a positive example and earning the Employee of the Month award for three consecutive months.
• Make sure that the quality of our products meets the high standards set by Starbucks.
• Handle the inventory and ordering of stocks, including the merchandising of beans and food products, daily.
• Prioritize the wellbeing of baristas by acknowledging and supporting their individual and team needs, concerns, performances, and accomplishments, and assisting them in preparing for future roles.
• Completed store opening and closing procedures and balanced tills.