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
Quezon City
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
Quezon City
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
Quezon City
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
Quezon City
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
Quezon City
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
ITSM and ITIL 4 Introduction and Background knowledge
Six Sigma and Virtual Assistant Training
Proficiency in using different IT BPO Tools and Applications including Servicenow, AWS, Office Programs such as Microsoft Excel, Word, PowerPoint, Outlook, etc
Project Management and Digital 101
Workforce Analytics and Financial Reporting
Leadership Training and Coaching Excellence 2012
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