SARAH VALENCIA PENOLIO
Taguig City
Summary
Results-focused professional with deep understanding of business analytics and data-driven decision-making. Proven ability to generate valuable insights and streamline processes. Known for effective team collaboration and adapting to dynamic environments. Skilled in data interpretation and strategic planning.
Overview
9
9
years of professional experience
Work History
Senior Analyst /Major Incident Manager
HCL Technologies
09.2022 - Current
- Improved end-user satisfaction with timely resolution of technical issues and proactive maintenance.
- Maximized network uptime with diligent monitoring, troubleshooting, and root cause analysis of performance issues when they arose.
- Increased project success rates with rigorous adherence to established methodologies and best practices.
- Mentored junior team members, fostering a culture of continuous learning and professional growth within the department.
- Implemented ITIL-based service management frameworks to improve consistency in service delivery across the organization.
- Maintained up-to-date knowledge of industry trends and emerging technologies, incorporating relevant advancements into the IT strategy to drive continuous improvement.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Collaborated with IT teams to implement solutions that minimized system downtime and improved overall network stability.
- Established strong relationships with internal and external partners, fostering collaboration during major incidents resolution efforts.
- Played a pivotal role in crisis management efforts, coordinating resources and serving as a trusted advisor to senior leadership during high-profile incidents.
- Enhanced organizational resilience by conducting thorough risk assessments and recommending mitigation strategies.
IT Support Engineer
CSS Corp Inc
04.2022 - 09.2022
- Optimized system performance, conducting routine checks and addressing potential issues before escalation.
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
- Increased user satisfaction through effective communication and timely resolution of support tickets.
- Assisted in the development of IT policies, procedures, and best practices to maintain a secure computing environment.
- Collaborated with cross-functional teams to ensure seamless integration of new systems and technologies.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Generated reports to track performance and analyze trends.
Team Leader
Transcosmos Inc
06.2022 - 03.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
Subject Matter Expert
Everise Philippines Inc
10.2018 - 05.2022
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
- Boosted team morale and productivity through effective leadership and clear communication.
- Implemented mentoring program for junior staff, accelerating their professional development and contribution to projects.
- Achieved high levels of client satisfaction by providing expert consultations and personalized solutions.
- Cultivated strong professional network to gain insights into emerging industry trends.
- Enhanced team productivity by leading specialized training sessions on innovative industry practices.
- Evaluated customer needs and feedback to drive product and service improvements.
- Developed effective improvement plans in alignment with goals and specifications.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Generated reports detailing findings and recommendations.
Financial Services Representative
Intelenet Global
03.2018 - 08.2018
- Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
- Educated customers on available products and services, tailoring recommendations based on individual needs and preferences.
- Provided support during high call volume periods, maintaining professionalism under pressure.
- Streamlined account management processes for increased efficiency and improved customer experience.
- Coordinated efforts between multiple departments such as collections, credit solutions, and risk management when necessary for customer issue resolution.
- Assisted customers in understanding their financial statements, providing clarity regarding charges or fees.
- Enhanced customer satisfaction by addressing and resolving financial inquiries in a timely manner.
Technical Support Engineer
Telus Intl. Philippines
03.2016 - 01.2018
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Delivered Tier-3 support and SME input to internal and external customers.
- Led training sessions for new staff to ensure high-quality technical support standards across team.
Education
BSIT -
STI College Global City
01.2013
Secondary -
St. Andre Academy of Taguig
01.2009
Primary -
Fort Bonifacio Elementary School
01.2005
Skills
- Project Management
- Multi Tasking
- Problem Solving
- Incident management
- People management
- Creative solutions
- Work Planning and Prioritization
- Coaching and mentoring
- Technical expertise
- Operational efficiency
- Customer relationship
- Root-cause analysis
Personal Information
- Age: 32
- Place of Birth: Makati City
- Height: 5'6
- Weight: 165 lbs.
- Citizenship: Filipino
- Date of Birth: 09/04/92
- Gender: Female
- Marital Status: Married
- Religion: Christian
Timeline
Senior Analyst /Major Incident Manager
HCL Technologies
09.2022 - Current
Team Leader
Transcosmos Inc
06.2022 - 03.2023
IT Support Engineer
CSS Corp Inc
04.2022 - 09.2022
Subject Matter Expert
Everise Philippines Inc
10.2018 - 05.2022
Financial Services Representative
Intelenet Global
03.2018 - 08.2018
Technical Support Engineer
Telus Intl. Philippines
03.2016 - 01.2018
Secondary -
St. Andre Academy of Taguig
Primary -
Fort Bonifacio Elementary School
BSIT -
STI College Global City
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