KEY ACHIEVEMENTS:
- Recognized as a “Kudos Champion” at Optum for receiving the highest number of unsolicited 100% satisfaction surveys, and consistently ranked as the team’s top performer—exceeding metrics in Attendance, Productivity, AHT, CSAT, and QA (2020–2022).
- Received a perfect satisfaction index score among Level 2 Service Desk Analysts, cited for being the “Most Approachable,” “Most Reliable,” and for fostering a positive and collaborative work environment at TATA Consultancy Services (2018–2019).
- Led and developed a high-performing service desk team, consistently ranking as the #1 team across all KPIs, maintaining low ticket backlogs, and driving timely resolution and high-quality service delivery at TATA Consultancy Services (2018–2019).
- Consistently achieved exceptional customer satisfaction scores, maintaining an average of 3.86/4 through professional handling of complex issues and delivering quality service at ATOS Business Solutions (2016–2017).
- Key contributor to a special project that drove the #1 ranking in survey turnover and technical support performance, maintaining an impressive average satisfaction score of 9.2/10 at Convergys (2013).
- Maintained and exceeded monthly Key Performance Indicators (KPIs), including Average Handling Time (AHT), Quality Assurance (QA), Attendance, After Call Work (ACW), Hold Time, and Transfer Rate, ensuring operational excellence and customer satisfaction at VXI Global (2013).
- Consistent top performer for meeting and surpassing monthly sales and upselling targets, demonstrating strong customer engagement and product knowledge at Telus International Philippines (2009–2010).
- Achieved a historic 100% trainee-to-operations conversion rate, successfully onboarding 21 trainees, the highest record in company history—directly contributing to a surge in tour bookings and overall account growth at Intervoice Technologies (2008).
- Increased tours and sales by 200% in a high-volume timeshare account by leading, motivating, and mentoring the confirmation team to exceed performance targets; recognized as the Top Performing Team at One Global Contact Center (2007).
PROFESSIONAL SUMMARY
- Seasoned Technical Analyst & Customer Service Professional
- Bridges the gap between technology and people
- Versatile IT Service Desk and Technical Support Specialist
- Proven problem solver
- Collaborative and adaptable team contributor
- Detail-oriented and highly organized
- Results-driven professional
