OLIVER PATRICIO NIEVES
San Andres Cainta
Summary
- As an SME, he is also responsible for managing day-to-day operations, handling complex user queries, and providing guidance and support to team members. It also includes new hire employees nesting and guided production. The role requires a blend of process and policy proficiency across all channels (call, chat, email) and line of businesses, and strong process management skills to meet the organization's goals and maintain compliance with industry standards.
- SME is also asked to generate and analyze reports related to team/project performance and certain client-requested data for compliance reasons.
- Assist in preparing summaries and insights to help inform operation leaders towards their decision-making processes.
- SME role needs to provide updates on certain site impacting incidents outlined by client with coordination to the local IT team.
- Random audits are done at least 2 cases per agent from different channels (email, chat, call) in adherence to our client's guidelines with quality metrics such as: Has the agent understood the issue of the user
- Did he take ownership of the case or does it need to be escalated
- How did the agent respond to the user's query/concern
- Did the agent use/maximized appropriate resources to resolve the query
- Has the agent provided an optimal solution to resolve the query of the user
- Has the agent handled the case embodying the owner's mindset
- Such audits or agent case handling further requires coaching to make sure that the agent will adhere towards the agreed action plan/items.
- SME role also works hand in hand with workforce maintaining schedule adherence and activity tracking compliance.
Overview
18
18
years of professional experience
Work History
Process Specialist/Subject Matter Expert
Cognizant Technology Solutions
09.2022 - Current
- The Process Specialist / Subject Matter Expert - Financial Technology at Cognizant plays a critical role in overseeing financial technology operations, ensuring the smooth processing and execution of financial transactions with positive user experience (eg. billing - invoicing and subscription, online checkout, Alternative payment methods, declines, disputes) including user onboarding process, US company formation, US tax forms integration, international language support, Dashboard utilization including payouts, connected accounts process and policies including fund flows, and driving process improvements in the payment processing industry.
Customer Service Representative
Hinduja Global Solutions
09.2019 - 11.2020
- Company Overview: Medical/Dental Account
- Handle incoming calls from US dental providers to assist them with member benefits and claims. Must meet account KPIs including CSAT and AHT.
- Medical/Dental Account
Collections Advisor
Transcom Worldwide
09.2016 - 09.2019
- Company Overview: UK Telco Account
- Provide accurate and timely resolution. Comply with cash quota, quality metrics with utmost customer satisfaction, and proactively engage with company's mission and vision.
- UK Telco Account
Customer Support Professional
Werner Access Products Philippines
03.2016 - 08.2016
- Order Entry - receive incoming orders via fax, email, or phone from customers and place them in the internal system; Customer Care - effectively handle inbound/outbound calls and emails from/to customers and end users.
Customer Service Representative (Sub-Prime Tech - Tech Support)
T-Mobile USA
01.2015 - 09.2015
- Company Overview: Expert Global Solutions
- Analyze, adhere to guidelines, and troubleshoot account, device, and network information of US mobile network consumers through phone, sending needed support-related documents to them, and proactively engage with company's mission and vision.
- Expert Global Solutions
Customer Service Associate (Specialist)
Hinduja Global Solutions
09.2012 - 06.2014
- Receive and evaluate data from US consumers through phone, sending needed support-related documents to them, and proactively engage with company's mission and vision.
- Able to adapt with the ever developing US consumer market. Proficient concern handling execution, quality improvement ideas, and exemplary analytical skills.
Senior Specialist Customer Support
Emerson Electric Asia, Ltd.
04.2010 - 04.2012
- Define, Measure, Analyze, Improve, and Control requested data from and to customers/consumers from U.S. through phone or email. Handle given tasks and provide support progress report to the Team Leader or Operations Manager. Provide Lead Generation to certain POC's. Handle customer/sup calls and escalations regarding support related concerns.
Technical Support Representative
Sykes Asia, Inc.
10.2007 - 04.2010
- Provides needed data for consumers from US (software program provided by client), chat and email support for consumers' inquiries, handles support concern calls from U.S., handles administrative tasks for the night shift group, and handles special projects assigned by the Team Leader. Online chat support for consumers.
Education
Bachelor of Technology - Architecture
Technological University of the Philippines
Taguig City01.2006
Skills
- Agile methodology
- Stakeholder management
- Workflow design
- Lean methodology
- Business process mapping
- Verbal and written communication
- Data entry
- Calculations and analysis
- Process documentation
- Reporting and documentation
- Payments processing
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Analytical thinking
- Interpersonal skills
- Risk assessment
- Written communication
Personal Information
- Date of Birth: October 7, 1983
- Gender: Male
- Nationality: Filipino
Training
- MyVOC Excellence, 2023-05-01, EGS Clark
- IOCR Excellence, 2023-07-01, EGS Clark
- Stock Market Specialist Course, 2013-01-01, G/F, Dominion Bldg., Pasay Road corner Paseo de Roxas, Makati City, NCR
- Stock Market- Technical Analysis Seminar, 2012-06-27, 24F East Tower Philippine Stock Exchange Center, Exchange Road, Ortigas Center, Pasig City, NCR
- Investing in the Stock Market Today, 2012-04-12, 24F East Tower Philippine Stock Exchange Center, Exchange Road, Ortigas Center, Pasig City, NCR
- Professional Business Communication Training, 2011-04-01, Emerson Training Program
- SYKES-Emerson Recognition Special Recognition Award, 2009-12-22
- SYKES-Emerson Recognition Agent of the Year Award, 2009-12-22
- Certificate of Eligibility Career Service Professional Examination, 2004-04-21
- Certificate of Eligibility Career Service Sub-Professional Examination, 2004-03-04
References
available upon request
References
available upon request
Timeline
Process Specialist/Subject Matter Expert
Cognizant Technology Solutions
09.2022 - Current
Customer Service Representative
Hinduja Global Solutions
09.2019 - 11.2020
Collections Advisor
Transcom Worldwide
09.2016 - 09.2019
Customer Support Professional
Werner Access Products Philippines
03.2016 - 08.2016
Customer Service Representative (Sub-Prime Tech - Tech Support)
T-Mobile USA
01.2015 - 09.2015
Customer Service Associate (Specialist)
Hinduja Global Solutions
09.2012 - 06.2014
Senior Specialist Customer Support
Emerson Electric Asia, Ltd.
04.2010 - 04.2012
Technical Support Representative
Sykes Asia, Inc.
10.2007 - 04.2010
Bachelor of Technology - Architecture
Technological University of the Philippines