Experience

Achieve Test Prep - RN/BSN Nursing Credits by Exam

• United States
• E-Learning Providers
• 1 - 100 Employee

• Process Specialist

  • Mar 2022 - Present

  Handles company SOPs, process managenent, improvement, and development for Achieve Test Prep. Handles company SOPs, process managenent, improvement, and development for Achieve Test Prep.



Amazon

• United States
• Software Development
• 700 & Above Employee

• Reporting Specialist

  • Dec 2018 - May 2022

  I helped clients improve their store's efficiency and productivity at Amazon.com by providing expert Amazon seller central consolidated reports in various metrics. My other tasks other than reporting covered account analysis, account inspection, product category research, use of 3rd party apps like Helium 10 and Jungle scout. I helped clients improve their store's efficiency and productivity at Amazon.com by providing expert Amazon seller central consolidated reports in various metrics. My other tasks other than reporting covered account analysis, account inspection, product category research, use of 3rd party apps like Helium 10 and Jungle scout.



Concentrix

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Support Manager

  • Dec 2018 - Apr 2019

  Responsible for the day-to-day activities and guidance of team members. Sets short and long term targets, implement and ensure compliance to company and client guidelines, assist with any issue/s that the employees may have. It also ensures that all members understand the company's objectives and work together to achieve it. Provide continuous monitoring and coaching to all members to ensure efficiency and effectivity in their tasks. Responsible for the day-to-day activities and guidance of team members. Sets short and long term targets, implement and ensure compliance to company and client guidelines, assist with any issue/s that the employees may have. It also ensures that all members understand the company's objectives and work together to achieve it. Provide continuous monitoring and coaching to all members to ensure efficiency and effectivity in their tasks.



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Operations Manager

  • Aug 2018 - Dec 2018

  I was tasked to manage HP's Image and Printing Technical support LOB that catered MAC/iOS using customers from US and CA. The program consisted of 120+ front line tech agents with 6 team leaders and 6 advance support agents. During that time, I was accounted for the ff tasks: -provide inspired leadership to my group-make important policies, planning, and strategy decisions-develop, implement, and review my LOB's operational policies and procedures-assist HR on certain aspects of recruitment when necessary-help promote a company culture that encourages top performance and high morale.-oversee budgeting, reporting, planning, and auditing-work with senior stakeholders-ensure all legal and regulatory documents are filed and monitor compliance of my teams-work with the Senior Operations Manager and board of directors to determine values and mission, and plan short and long-term goals-Identify and address problems and opportunities within my scope of management-build alliances and partnerships with other groups and teams within our program-support employee communication with the management team Show less

• Process Manager

  • Jan 2014 - Jul 2018

  The main task of a Process manager was: 1) act as program POC attending weekly client calls for process/technical updates that need to be cascaded across the program. 2) Ensure all agents comply with the program and client processes, enforce corrective actions to identified outlier agents. 3) Senior Technicians Team lead, monitor performances and provide coaching for identified outliers.



Stream Global Services

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Senior Technical Specialist

  • Jan 2012 - Jan 2014

  The main task of a Senior Technical Specialist was the ff: 1) handle customer escalation calls from front-line technicians that need de-escalation/forwarded to the Engineering team/further escalation to complaints team. 2) function as level 2 resource of the process and technical knowledge as support for the frontline agents. 3) Mentor function -ensure frontline agents handled are coached based on identified opportunities during management while walking around.

• Technical Support Specialist

  • Dec 2010 - Jan 2012

  Frontline technical support representative handling HP Inkjet and Imaging products. The main task is to satisfactorily resolve a customer's printing issue within the given target handle time plus upselling revenue generating add-ons whenever possible.