Nikka Mae Ramirez
License Professional Teacher
Cebu City, Province Of Cebu
Summary
Dynamic Technical Support Representative with Concentrix ( Intuit Quickbooks Online ), adept at incident management and client relationship management. Enhanced customer satisfaction through effective troubleshooting and mentorship, while leading cross-functional teams to improve service delivery. Proven ability to resolve complex issues swiftly, fostering positive relationships and driving performance improvement in fast-paced environments.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Concentrix ( Intuit Quickbooks Desktop )
11.2019 - 12.2020
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- 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.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
Subject Matter Expert
Concentrix ( Intuit Quickbooks Online )
01.2021 - 12.2023
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
Service Delivery Manager
Concentrix ( Intuit Quickbooks Online ROW )
12.2023 - Current
- Improved service quality, addressing client concerns promptly and professionally.
- Led cross-functional teams to achieve project goals on time and within budget.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Enhanced service delivery by developing and implementing efficient processes.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
Education
Bachelor of Science - Education
Abuyog Community College
Abuyog, Province Of Leyte, Philippines 04.2001 -
Skills
Service level agreement management
Client relationship management
Performance improvement
Incident management
Certification
Certified Proadvisor in Quickbooks Online
Timeline
Certified Proadvisor in Quickbooks Online
03-2025
Service Delivery Manager
Concentrix ( Intuit Quickbooks Online ROW )
12.2023 - Current
Subject Matter Expert
Concentrix ( Intuit Quickbooks Online )
01.2021 - 12.2023
Technical Support Representative
Concentrix ( Intuit Quickbooks Desktop )
11.2019 - 12.2020
Bachelor of Science - Education
Abuyog Community College
04.2001 -
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