Recartlyne Mae Laudan
P2P Escalations Specialist
Taguig,00
Summary
Dedicated customer service expert with a track record of achieving company objectives through consistent and well-organized practices. Skilled at working under pressure and adapting to new situations and challenges. With over 5 years of experience in P2P and with excellent reputation for problem-solving and client satisfaction improvement.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
P2P Single Agent Support Specialist
IBM Business Service
06.2022 - Current
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Buying Support for one area, owner of process.
- Provide exceptional customer service in areas of S2P, Ariba, Travel, and Expense.
- Assess and escalate issues as needed, ensuring that all demand that comes through team is handled in accordance with agreed-upon SLAs, including "hands on" approach in all aspects of team.
P2P ESCALATION SPECIALIST
IBM BUSINESS SERVICE
08.2021 - 06.2022
- Dealing with and resolving all ticket escalations while maintaining strong relationship with client
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Manage high level communication with clients and internal leadership on all escalations from engagement to resolution.
- Assuring root cause analysis (RCAs) of errors has been performed for all escalation tickets, and corrective actions have been implemented to deliver process improvements relating to payments and purchase to pay activities, employee expense, and travel.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
P2P QUEUE MANAGER
IBM BUSINESS SERVICE
10.2019 - 07.2021
- Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution to ensure SLAs are maintained.
- Performed daily reports on Incidents/Change/Problem tickets and SLA status.
- Performed summary report on all Major incidents occurring on shift.
- Coordinating resources with teams across disciplines to ensure SLA targets are met
- Conduct process training, weekly audit review and performance report for team, and support escalations.
- Worked flexible hours across night, weekend and holiday shifts
P2P HELPDESK ANALYST
IBM BUSINESS SERVICE
07.2017 - 10.2019
- Assist to whole Procure-to-Pay and Spend Management Process.
- Investigate intermediate to difficult problems raised by our user base (suppliers and employees) related to Supplier Payments and Travel & Expense concerns.
- Carried out day-to-day duties accurately and efficiently.
- Performed basic processing requests such as assisting with urgent payments, VMD enrollment, bank updates, invoice processing, validation, and payments. Spend management requests, related to corporate credit cards, travel, and expenses.
- Contribute to group success of meeting and/or exceeding operational metrics (SLAs)
- Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new processes and tools.
- Resolved problems, improved operations and provided exceptional service.
- Proved successful working within tight deadlines and fast-paced atmosphere
FINANCIAL ANALYST
Deutsche Knowledge Services Pte. Ltd
10.2016 - 05.2017
- Pre-match and monitors trades timely
- Investigate and follows up on irregularities in
- Closely work with team for resolving settlement instruction settlement, position and booking error
- Japan Equity Settlement Functions such as:
- Used relevant financial technology to generate reports and recommended courses of action to upper management.
Education
Bachelor's Degree - Business Administration, Marketing Management, Advertisement and Service
University of Mindanao
Tagum City, Davao Del Norte 12.2012 - 12.2016
Skills
Advanced understanding of Procurement and Accounts Payable practices
Experience with SAP /Ariba /ERP accounting software
Working experience on AP workflows and Oracle application
Strong customer service mind-set
Timeline
P2P Single Agent Support Specialist
IBM Business Service
06.2022 - Current
P2P ESCALATION SPECIALIST
IBM BUSINESS SERVICE
08.2021 - 06.2022
P2P QUEUE MANAGER
IBM BUSINESS SERVICE
10.2019 - 07.2021
P2P HELPDESK ANALYST
IBM BUSINESS SERVICE
07.2017 - 10.2019
FINANCIAL ANALYST
Deutsche Knowledge Services Pte. Ltd
10.2016 - 05.2017
Bachelor's Degree - Business Administration, Marketing Management, Advertisement and Service
University of Mindanao
12.2012 - 12.2016