日本と海外をつなぐクラウドソーシング

ADP Philippines

Senior Analyst

2020/01～

• Implementation of additional features or services to be added to current ETime system of the client. Also for modification of the current set up.
• Strike a positive and cooperative tone with both customers and co-workers.
• Complete ongoing training to stay abreast of product, service and policy changes.
• Deliver the BEST customer experience.

Home Based

Implementation Specialist

2019/08～ 2020/01

• Implementation of the client’s purchased products – SAP CONCUR
• Strike a positive and cooperative tone with both customers and co-workers.
• Complete ongoing training to stay abreast of product, service and policy changes.
• Deliver the BEST customer experience.

SAP CONCUR Philippines

Implementation Specialist

2018/07～ 2019/08

• Implementation of the client’s purchased products
• Schedule and conduct client project’s calls:
- Configuration call: Review timelines and key milestones, provide consultative advice on how to set up the Expense service via the Set-up Wizard, provide access to the deployment toolkit, facilitate processing of appropriate system, set up forms and address client’s questions.
- Workflow call: Review submission, approval and accounting process and Processor and Payment Manager
Tools.
- Administrative Call: review Company card Administrator and Concur Reporting tools, provide Reporting and support registration assistance.
- Miscellaneous projects calls as required.
- Successfully manage multiple, simultaneous implementations by continually motivating clients, ensuring project timelines are met and client and/or partner issues are addressed while adhering to concur’s standard operating procedures.
- Proactively provide status updates to client team, including Executive sponsors, to ensure successful and timely implementation.
- Communicate client status to Implementation Services Manager, consistently and regularly.
- Escalate issues to designated team contacts and/or cross-functional teams in a timely manner to ensure implementation issues are addressed early.
• Manage Credit card feed activation /migration process.
• Transition client to support:
- Detail all implementation activities in internal tracking tools in timely manner.
- Accurately track project time allocation on a daily process.
- Quickly ramp-up on new releases and product functionality to ensure successful implementation of these features for clients.
- Meet or exceed expectations for forecasting, days to implement, days to transition, units deployed and net promoter/implementation satisfaction scores.
• Strike a positive and cooperative tone with both customers and co-workers.
• Complete ongoing training to stay abreast of product, service and policy changes.
• Deliver the BEST customer experience.

ADP Philippines

Senior Analyst/Implementation Specialist

2015/02～ 2018/07

• Provide support and Process client’s additional Time clocks order of either Kronos 4500 and/or InTouch from after sales assignment to shipping to activation and configuration and test until transiti oned to services.
• Provide troubleshooting assistance for time clocks that are not working fine and once set up completed with successful test punches, process the billing.
• Provide support and process a client’s additional payroll features and reports as per assignment.
• Complete the set up and make sure client knows how to use the feature by providing consistent walkthrough.
• Strike a positive and cooperative tone with both customers and co-workers.
• Complete ongoing training to stay abreast of product, service and policy changes.
• Deliver the BEST customer experience.
Stint Highlights – TOP 2 Specialty Services Associate for FY2017 and TOP Specialty Services for FY 2018; Consistent TOP ABTLM associate of the month, Consistent TOP AB Associate of the month.

Convergys Services Philippines

Senior Customer Support Specialist

2009/06～

1. AT&T Mobility Postpaid Billing Chat Support
Convergys-U.P. Techno Hub I, Delta Building,
U.P. Techno-Hub, Diliman, Quezon City
Senior Customer Support Specialist – Chat Support (February 2014 – February 2015)
• Deliver excellent customer service and build customer satisfaction and loyalty thru Chat Support.
• Provide effective and timely resolution on a wide range of customer inqui ries using the medium of Chatting.
• Strive for one-call resolution of customer issues as per Quality and Company Guidelines through Chat.
2. AT&T Mobility I.R.U Support
Convergys-U.P. Techno Hub I, Delta Building,
U.P. Techno-Hub, Diliman, Quezon City
Senior Customer Service Specialist (July 2012 –February 2014)
3. AT&T Mobility Prepaid
Glorietta 5 Building, Ayala Avenue
Makati City, Philippines
Senior Customer Support Specialist- Commitment Worker (January 2011 – July 2012)
• Deliver excellent customer service and build customer satisfaction and loyalty by following up on the commitment sets for call back by the representative who first handled the call.
• The team serves as ATT Mobility Prepaid’s back office and support group that handles escalations beyond an agent and team lead’s grasp, working on callbacks, reports directly to the client, and takes minimal inbound phone time.
• Provide effective and timely resolution by seeing to it that the issues are resolved upon callback.
• Strive for one-call resolution of customer issues as per Quality Guidelines, instilling in the customer’s mind that although there was a callback made to complete the resolution, it is still part of the First Call Resolution.
• Complete ongoing training to stay abreast of product, service and policy changes.
• Strike a positive and cooperative tone with both customers and coworkers.
• Demonstrate best judgment in the disbursement of adjustments and credits for High Level Adjustments. • Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities • Provide feedback for invalid commitment and Cases and understanding the Commitment Policies as well as the High Level Adjustment
Cases.
• Sends out Start of Day reports to the hierarchy as far as the number of Commitments and Cases to be handled for the day.
• Provide reports for High Level Adjustment Cases.
• Assists the program by acting as floorwalkers and additional supports for new hires and those who are new with the program • Deliver the BEST customer experience. Additional Tasks:
• Handled Cases set for High Level Adjustment Credits- was the P.O.C of the team for the H.L.A. Case
• Made sure that the side projects for the program are taken care of.
• Handled the task of creating and managing the Team’s Schedule on a Monthly Basis, taking note of the plotted and requested V.Ls, Sick Leaves and absences.
• Worked with the Floor Specialist Team in the reskilling when there are additional projects that we are taking care of.
• Reports and other tasks…
Stint Highlights – Was the TOP 2 Commitment Specialist for year 2011; was a consistent Monthly TOP 3 Commitment Specialist
4. AT&T Mobility Prepaid
Glorietta 5 Building, Ayala Avenue Makati City, Philippines
Customer Service Specialist- Escalation Team (October 2010 – January 2011)
• Take in escalated calls and making sure that the escalated issues are resolved.
• Provide effective and timely resolution for escalated calls handled.
• Provide assistance for difficult calls as well as assist other agents who are engaged in long calls a s part of involve-to-resolve policy.
• Complete ongoing training to stay abreast of product, service and policy changes.
• Coaches In-bound agents in how to be able to handle effectively difficult customers and difficult calls. Provide feedback for invalid escalations and understanding why the call was escalated.
• Demonstrate best judgment in the disbursement of adjustments and credits.
• Collates and analyses data as far as escalation is concerned and checking whether it is a knowledge, or a will issue.
• Deliver the BEST customer experience.
Stint Highlights – Was assigned to provide support to transition teams
5. AT&T Mobility Prepaid
Glorietta 5 Building, Ayala Avenue Makati City, Philippines
Customer Service Specialist (September 2009 – October 2010)
• Deliver the BEST customer experience.
Stint Highlights – was awarded twice as MONTHLY TOP 5 AGENTS
6. Core Shared Group
Glorietta 5 Building, Ayala Avenue Makati City, Philippines
Customer Service Associate (June 11, 2009 – September 2010)