Chloe Manalo
Client Relation and Operations Manager at PureData Inc.- Claim this Profile
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English -
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Filipino -
Topline Score
Bio
Credentials
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Leadership Certification
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Experience
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Pure Data Consulting Inc.
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United States
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IT System Custom Software Development
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1 - 100 Employee
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Client Relation and Operations Manager
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Feb 2016 - Present
IT Helpdesk: Admin of Zendesk and Fresh Service ticketing system; Creates Knowledge base articles and process documents; assist users with troubleshooting and inquiry via email. Data Analyst: assists in customization of Powerschool SIS and resolves data issues within SIS and our Dashboards Sales & Marketing: Lead Generation, Email Marketing, Wordpress Admin Customer Relation Operation Manager: In charge of processes and support operation IT Helpdesk: Admin of Zendesk and Fresh Service ticketing system; Creates Knowledge base articles and process documents; assist users with troubleshooting and inquiry via email. Data Analyst: assists in customization of Powerschool SIS and resolves data issues within SIS and our Dashboards Sales & Marketing: Lead Generation, Email Marketing, Wordpress Admin Customer Relation Operation Manager: In charge of processes and support operation
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B&M Global Services Manila Inc
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Taguig City Philippines
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Joint Office IT Helpdesk
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Oct 2014 - Mar 2017
IT Helpdesk for local offices of Baker & Mckenzie in Singapore, Malaysia and Indonesia. Assists in account creation, account changes, account termination (Active Directory); assists in basic network and local application (SAP, DTE, Exchange, Outlook/ OWA, Microsoft Lync and Lync Server, Enterprise Vault, Document Management (eDocs), Microsoft Office- Excel, Powerpoint, Word, Visio, Adobe, Nitro, Citrix, Sharepoint) troubleshooting via either phone, email or instant messaging. IT Helpdesk for local offices of Baker & Mckenzie in Singapore, Malaysia and Indonesia. Assists in account creation, account changes, account termination (Active Directory); assists in basic network and local application (SAP, DTE, Exchange, Outlook/ OWA, Microsoft Lync and Lync Server, Enterprise Vault, Document Management (eDocs), Microsoft Office- Excel, Powerpoint, Word, Visio, Adobe, Nitro, Citrix, Sharepoint) troubleshooting via either phone, email or instant messaging.
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Upwork
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Remote
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Chat Support Freelancer
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Oct 2015 - Jun 2016
Freelance chat support for various small businesses. Freelance chat support for various small businesses.
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Appen
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IT Services and IT Consulting
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700 & Above Employee
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Web Search Evaluator
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Oct 2015 - Dec 2015
Evaluate search results for a specific search engine Evaluate search results for a specific search engine
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Xerox
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United States
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Business Consulting and Services
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700 & Above Employee
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IT Helpdesk Analyst
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Sep 2012 - Oct 2014
POC for a US based account, facilitates email assignments for fellow service desk analysts, sends reports regarding attendance and hourly email and pending ticket reports. Also supports users with password resets, basic troubleshooting- connectivity issues, outlook, mobile issues, pc issues, catch and dispatch (phone/email/ chat/ remote desktop connection) Supported end users for an international account with password resets, basic troubleshooting- connectivity issues, mobile issues, pc issues, catch and dispatch (phone/email/chat support) Show less
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RingCentral
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Technical Support Analyst
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Sep 2011 - Mar 2012
Troubleshooted voip service, ip phones, routers and walked the customers through accessing online account for configuration Troubleshooted voip service, ip phones, routers and walked the customers through accessing online account for configuration
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Convergys
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United States
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Team Lead
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May 2010 - Jul 2011
Monitored, organized, and coached team on day to day basis Trained and managed Senior Customer Service Specialists to achieve targeted Service Levels Facilitated cross-functional communication with employees Created a conducive work environment for employees Conducted regular call monitoring and call reviews for quality assurance Delivered results and customer satisfaction Participated in performance planning, staff development, and compensation management Handled escalated calls, complaints, questions, and queries, as required Draft general reports on performance and targets of team members as well as ensure that they exceed the targets Ensured strict adherence to company policies procedural guidelines Show less
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Subject Matter Expert
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Sep 2009 - May 2010
Managed agents while taking calls in the production floor Assisted agents especially the new hired with product specs Drafted general reports on performance and targets of transition agents Handled escalated calls, complaints, questions and queries Assisted dealers in assisting customers in porting, activation, changing features, upgrading and migration - systems such as POS, Citrix, Remedy Top agent for the 1st quarter of year 2010 Mini TL of the team: supervised mini team’s performance; created action plans for the mini team Contribute to constant improvement by sharing and implementing ideas with supervisors and other management staff and peers Show less
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Senior Technical Analyst
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Mar 2007 - Sep 2009
Provided high quality customer service in troubleshooting phone, TV and internet issues. AHT Captain of the team: supervised team’s AHT, created action plans for AHT, coached team members with very high AHT Top Agent for a new LOB Obtained highest level of appraisal every year Handle other essential tasks under the instruction of the team leader Provide an outstanding level of customer service that exceeds quality standards Responsible for providing technical support such as Home Networking issues, DSL issues, software issues, email issues, login and password issues Support wireless and complex issues Responsible for supporting Mac Computers for internet and mail client set up Set up Home Networks up to 5 computers Show less
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Teleperformance
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France
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Technical Support Representative
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Jul 2006 - Jan 2007
Provide an outstanding level of customer service that exceeds quality standards Responsible for providing technical support such as Home Networking issues, DSL issues, software issues, email issues, login and password issues Support wireless and complex issues Responsible for supporting Mac Computers for internet and mail client set up Set up Home Networks up to 5 computers Provide an outstanding level of customer service that exceeds quality standards Responsible for providing technical support such as Home Networking issues, DSL issues, software issues, email issues, login and password issues Support wireless and complex issues Responsible for supporting Mac Computers for internet and mail client set up Set up Home Networks up to 5 computers
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West Contact Services
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Makati City Philippines
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Financial Analyst
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Feb 2006 - Jun 2006
Processed credit card activation and answered inquiries of customers regarding the product Processed credit card activation and answered inquiries of customers regarding the product
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Euro Motors Corp
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Makati City Philippines
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Accounting Clerk
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Jan 2006 - Apr 2006
worked with a local company in the accounting department worked with a local company in the accounting department
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Education
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2003 - 2008
Pamantasan ng Lungsod ng Maynila
Bachelor of Science (BS), Accounting
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