Maria Evangelina Dominguez
Antipolo City
Summary
Dynamic, client-focused professional with 17 years of customer support experience, including over 7 years dedicated to SaaS implementation and client success. Expertise in SaaS platforms and MS Office, complemented by exceptional organizational and communication skills that drive outstanding results. Proven track record of achieving remarkable client outcomes while fostering a culture of continuous improvement. Committed to enhancing client satisfaction and operational efficiency through innovative solutions and strategic collaboration.
Overview
18
18
years of professional experience
Work History
Packaged App Development Team Lead
Accenture, Inc.
11.2022 - 08.2025
- Company Overview: Kronos Incorporated / UKG - Build for Growth Project
- Build, configure and test packaged software & Software as a Service (SaaS) products.
- Develop and test new components or enhancements.
- Use declarative features to develop functionality where applicable.
- Provide primary support for application releases into production, including deployment plan and schedule.
Data Engineering Specialist
Accenture, Inc.
08.2022 - 11.2022
- Company Overview: Workday / HCM Core
- Lead/Sub Lead to a team prior to deployment to a Project (Bench)
Customer Success Manager
Rydoo
10.2018 - 08.2022
- Company Overview: National Capital Reg, Philippines
- Implementing a SaaS-driven T&E solution for international customers.
- Onboarding of new customers in a project-based and customer centric manner.
- Maintaining good customer relations with existing customers.
- Specialization: Client Support and Onboarding/ Retention and Renewals
- Duties and Responsibilities:
Reporting Consultant
Concur Philippines Inc.
09.2016 - 10.2018
- Company Overview: National Capital Reg, Philippines
- Manage a portfolio of clients and work to develop a reporting strategy and recommend best practices
- Build and modify custom reports that satisfy business requirements
- Update progress in the project tracking tool
- Specialization: Reporting Management
- Duties and Responsibilities:
Senior Analyst
ADP (Philippines) Inc.
08.2012 - 09.2016
- Company Overview: National Capital Reg, Philippines
- Analyzes problems and provides information/solutions
- Responds to customer questions via telephone for tracking, information gathering and resolve customers issues quickly
- Extract and documents information, activities and changes on the customers account
- Maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
- Researches and analyzes data to address operational challenges and customer service issues
- Particular information provided for associates asking about their health benefits offered by the company
- Processes enrollment for associate's benefits particularly Health and Welfare Benefits
- Specialization: Customer Service / Client Onboarding
- Duties and Responsibilities:
Resolution Specialist/Enterprise Analyst
Telus International Philippines
01.2008 - 08.2012
- Company Overview: National Capital Reg, Philippines
- Weekly analysis of data being surveyed for the enterprise of the account (TELUS Site)
- Daily analysis of data from every Fiscal Week of surveys received for the entire enterprise
- Analyzing process failure of front line agents for recommendations/monitoring of performances
- Preparation of report for every quarter of analyzed data (Chart type) Transmit data from enterprise file
- Monitors the application including policies and procedures, operating structure and call flow including waiver procedures
- Develops standards for monitoring agents/reps with appropriate feedback mechanisms to correct problems
- Analyzes operational practices for efficiency and effectiveness
- Assesses the quality of calls through customer experience via returned surveys
- Analyzes quality issues and performance measures of each Team and presents recommendations to management
- Provides regular production performance reports
- Specialization: Customer Service / Process Reports for Enterprise
- Duties and Responsibilities:
Customer Interaction Associate- DELL Financial
Ambergrissolutions, Inc.
06.2007 - 12.2007
- Company Overview: National Capital Reg, Philippines
- Analyzes problems and provides information/solutions
- Responds to customer questions via telephone for tracking, information gathering and resolve customers issues quickly
- Extract and documents information, activities and changes on the customers account
- Maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
- Researches and analyzes data to address operational challenges and customer service issues
- Specialization: Customer Service
- Duties and Responsibilities:
Education
Associate of Applied Business - Business and Office Technology
La Concordia College
05-2001
Skills
- Advance
- Efficient in MS Excel Application/Office
- Efficient in MS Excel Applications/MS Access
- Computer-literate (MS Windows, MS Office applications)
- Proficient in English and Filipino languages (writing, speaking, reading)
- Can use office equipment (PABX, Binding Machine, Copier, Scanner)
- Prepare office paper works, filing systems and other office procedures
Languages
Language: Advance English
English Language Assessment Date Taken 2010-05-20 Score 37/40
Berlitz Online Testing Date Taken 2021-10-31 Score Berlitz Level 6 / Level B1.2 on the CEF scale
Timeline
Packaged App Development Team Lead
Accenture, Inc.
11.2022 - 08.2025
Data Engineering Specialist
Accenture, Inc.
08.2022 - 11.2022
Customer Success Manager
Rydoo
10.2018 - 08.2022
Reporting Consultant
Concur Philippines Inc.
09.2016 - 10.2018
Senior Analyst
ADP (Philippines) Inc.
08.2012 - 09.2016
Resolution Specialist/Enterprise Analyst
Telus International Philippines
01.2008 - 08.2012
Customer Interaction Associate- DELL Financial
Ambergrissolutions, Inc.
06.2007 - 12.2007
Associate of Applied Business - Business and Office Technology
La Concordia College
Additional Info
- STRENGTHS
- Strong oral and written communication, listening and problem-solving skills
- Analytical and Organized
- Individual and Team Player
- Thorough and detailed attitude
About Me
- Nationality Filipino
- Religion Roman Catholic
Training
- Emerging Leaders Program (ELP) February 2016-May 2016
- Learned about the 7 Habits of Effective Leadership
- Introduction to Six Sigma: Lean Thinking Mindset
- Learned about Business Intelligence
- Learned about Business Leadership
- Learned about Basic Associate Coaching Experience
- Learned about Marketing Leadership
- Learned about Presentation skills
- Learned about Emotional Intelligence and Leadership
- Learned about Time Management
- Learned about People Leadership
Disclaimer
CHARACTER REFERENCE: Will be provided upon request of Employer I hereby attest that all the above information is accurate and truthfully written. Maria Evangelina T. Dominguez
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