Nelmar Paulo
Subject Matter Expert
Summary
Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
Work History
Subject Matter Expert
Sutherland Global Services
11.2023 - Current
- Led instructional design efforts for high-impact training programs, resulting in enhanced workforce competencies.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
- Supported the implementation of new systems or tools by providing specialized knowledge on functionalities and potential improvements.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Catering Supervisor escalations that leads to positive feedback by the customers.
- Gathering data on dispatch ticket escalations.
Technical Support Representative
Sutherland Global Services
03.2019 - 10.2023
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Customer Service Representative
Sutherland Global Services
11.2018 - 12.2018
- Streamlined call center processes for improved efficiency and reduced wait times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Science in Information Technology
National Polytechnic College And Technology
Quezon City, Metro Manila 04.2001 -
High School Diploma -
Jorge M. Padilla National Highschool
Nueva Ecija 04.2001 -
Skills
Strong analytical skills
Creative solutions
Training and mentoring
Strategic Thinking
Deep expertise
Excellent Communication
Attention to Detail
Task Prioritization
Multitasking Abilities
Timeline
Subject Matter Expert
Sutherland Global Services
11.2023 - Current
Technical Support Representative
Sutherland Global Services
03.2019 - 10.2023
Customer Service Representative
Sutherland Global Services
11.2018 - 12.2018
Bachelor of Science in Information Technology
National Polytechnic College And Technology
04.2001 -
High School Diploma -
Jorge M. Padilla National Highschool
04.2001 -
Similar Profiles
Marcus Yousuf JegarajMarcus Yousuf Jegaraj
NA at Sutherland Global Services, Mcafee Techmaster ServicesNA at Sutherland Global Services, Mcafee Techmaster Services
Sreelakshmi Sivadasan NairSreelakshmi Sivadasan Nair
Transaction Processing Associate at Sutherland Global Services Pvt LtdTransaction Processing Associate at Sutherland Global Services Pvt Ltd
ALAN JUSTINALAN JUSTIN
Associate CS at Sutherland Global ServicesAssociate CS at Sutherland Global Services