Summary
Overview
Work History
Education
Skills
Certification
Timeline
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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 -
Nikka Mae RamirezLicense Professional Teacher