Marilea Katrina Capin
IT Service Desk Operations Manager
Antipolo City
Summary
Seasoned Operations Manager and team leader with 9 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day operations. Results-driven and resilient in developing teams while improving processes and increasing productivity.
Overview
15
15
years of professional experience
Work History
Operations Manager - IT Service Desk
Wipro Philippines -Carelon
05.2023 - Current
- Oversee the delivery of IT services and solutions to global clients, ensuring high-quality performance and customer satisfaction.
- Maintained compliance with industry standards and regulations by implementing rigorous data governance policies and procedures.
- Manages, support and drive teams with 100+ service desk agents to achieved KPIs and client's defined targets.
- Prepare reports and create WSR/MSR deck and delivers presentation to clients and stakeholders.
- Collaborate and coordinate across multiple department to ensure smooth business operations.
Senior Group Leader - IT Service Desk
Wipro Philippines - Carelon
5 2021 - 05.2023
- Spearheaded pioneer Account of IT Service Desk Support Analysts and responsible for the successful transition of the account
- Managed up to 80 new hires, including support team members and leaders, SMEs and trainers and part of account growth to 300FTE.
- Awarded as the Top Leader for Quarter 1 and received Ace of Initiative Award during first year.
Team Leader - IT Service Desk
TTEC Philippines – Eloyalty
04.2019 - 04.2021
- Managed team of L1 to L2 ITSD and Engineers as Incident Manager.
- Supervise ticket distribution of tasks and handles escalations.
- Facilitates zoom bridge meeting for real-time troubleshooting to provide immediate solution in major incident or outage.
- Creates detailed reports an provides status of the incident, participates in process improvements.
Team Leader - Travel Account
24/7 Intouch Philippines – Airbnb
04.2018 - 05.2019
- Achievement for Best NPS Team Award 2019
- Spearheaded team who supports Airbnb Travel and Booking services, via Chat, Email and Voice channels.
- Add value to the company by resolving escalations, cut financial costs and increase financial gain by negotiating and providing alternative solutions with guest or host and handling their accounts responsibly
- Demonstrated passion for excellence and a high-level customer service experience.
Banker - Financial Support
ANZ – Australian New Zealand Bank Philippines
07.2016 - 04.2018
- Monthly Performance Awards Year 2017 recipient and maintained efficiency in attaining KPI's targets
- Group leader, participated and aced accounts program competitions
- Equipped to handle Australian inbound support for customer with their issues on their financial bank accounts, checking their balance, transaction histories, refund, disputes, mortgage, and appointment setting.
Team Leader - CS,Financial,Sales&Technical Support
Telus International Philippines
09.2013 - 12.2015
- Team Leader | Greendot - Financial | September 2013 - May 2015
- Team Leader | Dell B2B -Business Sales| January – September 2013 (9
- Technical Support Agent | Xbox Microsoft | January 2012 - 2013
- Agent | Dell Consumer Sales – May 2007 -January 2009 |
- Top Team Lead Awardee Year 2014 | Received Top performer awards periodically.
- Pioneer Greendot Account and was responsible for its growth up to 500 headcounts.
Education
Bachelor of Science - Electronics And Communications Engineering
University of The East
Philippines 04.2001 -
Skills
Performance Management and Team Leader
Part Time Jobs
- Real State and Financial Adviser – PhilamLife Cubao Branch
- College Teacher - Southern Luzon College -Tagkawayan, Quezon
- Technical Clerk -PC EXPRESS - Gilmore, Quezon City
- Process Engineer- Mitsuba Corporation-FCIE Dasmarinas, Cavite
Position Desired
Team Leader | Operations Manager | Incident Manager
References
Available upon request.
Timeline
Operations Manager - IT Service Desk
Wipro Philippines -Carelon
05.2023 - Current
Team Leader - IT Service Desk
TTEC Philippines – Eloyalty
04.2019 - 04.2021
Team Leader - Travel Account
24/7 Intouch Philippines – Airbnb
04.2018 - 05.2019
Banker - Financial Support
ANZ – Australian New Zealand Bank Philippines
07.2016 - 04.2018
Team Leader - CS,Financial,Sales&Technical Support
Telus International Philippines
09.2013 - 12.2015
Bachelor of Science - Electronics And Communications Engineering
University of The East
04.2001 -
Senior Group Leader - IT Service Desk
Wipro Philippines - Carelon
5 2021 - 05.2023
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