Maria venessa madrona
Manila
Summary
Seasoned IT professional with over 15 years of experience specializing in Helpdesk, Service Desk, and Call Center operations. ITIL-certified expert in incident management, vendor coordination, and process optimization. Demonstrated success in leadership, technical troubleshooting, and delivering exceptional customer service. Known for streamlining operations, resolving escalations efficiently, and coaching teams to exceed performance goals.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Carrier Desk Specialist/Incident Management Analyst/Weekend Shift Lead
HCL Tech
11.2023 - 02.2025
- Continuation of my Verizon Employment was with HCL Tech on the same role
Carrier Desk Specialist/Incident Management Analyst/Weekend Shift Lead
Verizon Business
10.2019 - 10.2023
- Expedited issue resolutions by collaborating with US Local Exchange Carriers (LEC) to achieve minimal Mean Time to Repair (MTTR)
- Handled escalations and ensured SOP compliance to mitigate customer complaints
- Proposed and implemented service quality improvements across carrier service desks in all regions
- Shift Lead responsibilities on weekends, overseeing operations and team performance
- Train newly joined analyst/team member for the role
- Incident Management Role: Review incidents, diagnose issues, and document workarounds
- Communicate with relevant parties and coordinate the response
- Take action to resolve incidents and restore operations
- Confirm that the incident is resolved and close it
- Key Achievements:
- 2022 CSD Employee Recognition Day Awardee
- 2021 CSD Employee Recognition Day Awardee
- 2020 CSD Outstanding Customer Service Recognizing You Awardee
Virtual Assistant
MyFreightStaff
08.2019 - 10.2019
- WFH task as Virtual Assistant in freight forwarding environment
TIO Resolutions Officer / Technical Complaints Officer / Team Leader
Amaysim Philippines Inc.
05.2017 - 12.2018
- As a pioneer on this position, I have created all the processes and procedures and enabled the tools and other needs to manage the complaints in a timely and efficient manner
- All the escalations and complaints that are not resolved by the team leaders are escalated to me
- Key function is to provide technical resolution as well customer service to customer complaints and deal with escalations in a timely manner for broadband and NBN service
- The most important part of this job is to have excellent negotiation skills that could turn the negative experience of the customer into a positive one which promotes NPS with the power of persuasion yet considering the principles of fairness and also to seeking mutual benefit and maintain good relationship with the customer
- Coordinate, liaise, escalate and negotiate with suppliers and vendors on troubleshooting the issue to expedite resolution
- Handling typical complaints, 9 Yards, fair-use policy abuse as well as complaints that have gone to the TIO - Telecommunications Industry Ombudsman
- Expert in mitigating process gaps and policies by evaluating current process and make modifications or new process creation for complaints prevention
- Lead a team of Complaint Officers and of Retention Specialists
- Real-time coaching to team members
- Complaints queue management
- Provide feedback and recommendation on every compliant ticket handled which found to have missed opportunities
- Send this to OM and Team Leads so they can coach the team and/or follow the recommendation to change a process or create a new process for better operations and customer service
- Conduct calibration and trainings for Team Leaders on escalation and complaint handling
- Project Lead on a drive to prevent and mitigate churn and fulfill customer retention
- Generate reports and present all data and accomplishments on monthly business reviews
Shift Lead / Team Lead
Verizon Communications Phils., Inc.
04.2015 - 09.2016
- Handle call escalations and email escalations
- Drive incident to resolution by coordination and/or escalation to local teams/repair teams and leads
- Real-time analyst coaching
- Create and update Knowledge base
- Do knowledge transfer for new and old products and service (training and calibration)
- One on One coaching and feedback with analyst
- Manning workforce (Break Time/Absences/Overtime/Vacation Leave plotting)
- Receive calls when queuing
- Monitor Calls in queue via CMS
- Performs updating, creation, enforcement in support of the functional processes, programs and/or services
- Log and analyze support center statistics and KPI’s
- Recommend IT service improvements
- Tracking of processes & activities
- Lead in some projects or phases of a larger project with accountability for tasks assigned by the Manager/Supervisor
Team Leader / Subject Matter Expert
Hewlett-Packard Singapore Pte Ltd.
09.2009 - 09.2014
- Team Leader - GLOBAL SERVICE DESK OPERATIONS
- Subject Matter Expert - GLOBAL SERVICE DESK OPERATIONS
- Senior Service Desk Analyst
Desktop Onsite Engineer cum Helpdesk Analyst
Y3 Technologies
08.2008 - 08.2009
- Worked as a Desktop Engineer supporting onsite and via remote access
- Also receiving incoming support calls from users for initial troubleshooting of issues concerning desktop and laptop computers, printers, LAN connection, and in-house applications
Senior Technical Support Specialist
DELL International Services
05.2007 - 02.2008
- Supporting US based clients for Home and Office users of DELL Laptop and Desktop computers (Software and Hardware), third-party printers, also LAN and wireless network connectivity
CSR - Technical Support
DOCOMO Intertouch formerly MagiNet Interactive Philippines
07.2005 - 03.2007
- Technical Support Representative providing support on internet connectivity for world-wide Five Star Hotels such as Marriott and Hilton hotel chains
Education
ITIL® Foundation in IT Service Management - ITIL® V3 Foundation in ITSM CERTIFICATION
CSME Axelos
Singapore08-2014
Bachelor of Science - Computer And Information Sciences
University of Perpetual Help Rizal - DALTA Systems
Las Pinas, Metro Manila, Philippines04-2002
Skills
- ITIL
- ITSM
- Incident Management
- Ticketing Systems
- Service Desk and Helpdesk Functions
- ITO/BPO
- Internet and Local Connectivity
- LAN and WAN Basic Troubleshooting
- Desktop / Laptop and Printer setup and support
- In-house Applications Best Effort Support
- SLA Compliance
- Complaints and Escalations Handling
- Process Creation and Development
- Change Request Management
- Incident Creation and Management Processes
- KPI
- Continuous Process Improvement
- Team Leadership
- Guidance and Motivation
- Real-Time Coaching
- Training and Calibration
- Employee Development
- Active Directory
- Windows OS
- Call Management Systems (CMS)
- Microsoft Exchange
- Microsoft Office Applications
- MSOffice365
- Zendesk
- Service Now
- ETMS
- BMC Remedy
- Cisco Finesse
- Avaya
- Cisco Telephony
- Google Suites
- Google Workspace
- AWS (Amazon Connect)
- Remote Desktop application
- Workload Prioritization
- Software as a Service (SaaS)
- Customer Success
- Telecommunications
Certification
- First Aid Certification
Timeline
Carrier Desk Specialist/Incident Management Analyst/Weekend Shift Lead
HCL Tech
11.2023 - 02.2025
Carrier Desk Specialist/Incident Management Analyst/Weekend Shift Lead
Verizon Business
10.2019 - 10.2023
Virtual Assistant
MyFreightStaff
08.2019 - 10.2019
TIO Resolutions Officer / Technical Complaints Officer / Team Leader
Amaysim Philippines Inc.
05.2017 - 12.2018
Shift Lead / Team Lead
Verizon Communications Phils., Inc.
04.2015 - 09.2016
Team Leader / Subject Matter Expert
Hewlett-Packard Singapore Pte Ltd.
09.2009 - 09.2014
Desktop Onsite Engineer cum Helpdesk Analyst
Y3 Technologies
08.2008 - 08.2009
Senior Technical Support Specialist
DELL International Services
05.2007 - 02.2008
CSR - Technical Support
DOCOMO Intertouch formerly MagiNet Interactive Philippines
07.2005 - 03.2007
ITIL® Foundation in IT Service Management - ITIL® V3 Foundation in ITSM CERTIFICATION
CSME Axelos
Bachelor of Science - Computer And Information Sciences
University of Perpetual Help Rizal - DALTA Systems
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