Annalyn Mambuay
Customer Service Rep. – Leader
Sta. Rosa,Laguna
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Experienced leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures.
Overview
12
12
years of professional experience
Work History
Customer Service Rep. – Leader
OPTUM GLOBAL SOLUTIONS INC.
05.2019 - Current
- Handled a team of 22 roster that caters to Outbound and back-office Process.
- Exceeded performance metrics consistently, earning recognition as a top team performer.
- Responsible for managing the Process workflow by monitoring and upgrading process.
- Conducts Process training and ensure new hire’s competitiveness prior to joining the production.
- Coaching to temp check and review employee’s performance on a weekly/ monthly basis, address possible challenges, identify goals and create an actionable plan collaboratively.
- Provide organizational updates. Prepares reports like NPS, AHT, Power BI, Productivity, Root Cause Analysis, etc. for the team and for upper management.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Partners with US counterparts to ensure quality, compliance and integrity of the business thru regular touch base.
ENTITLEMENT HELPDESK
IBM Business Services Inc.,
03.2016 - 04.2019
- Business to Business Process.
- Assisted US based companies in searching for the Entitlement status for their IBM machines.
- Research the Maintenance or Warranty information for every IBM machines.
- Verify with IBM Managers if certain Companies have IBM contracts that can cover the hardware service of their machine and clear any issues regarding entitlement services for the client Companies, verify the hours of coverage and response time based on their contract.
- Streamlined application processes for quicker turnarounds, leveraging strong organizational skills.
- Contributed to successful audits by adhering strictly to internal controls and record-keeping requirements related to entitlement administration tasks.
- Facilitated smoother handoffs between departments by establishing clear lines of communication and updating all necessary parties on case progress regularly.
- Supported the department''s continuous improvement efforts by actively participating in process reviews and implementing changes based on feedback.
LEVEL 2 TECHNICAL SUPPORT REPRESENTATIVE
Teletech Philippines
05.2012 - 12.2016
- Basic Troubleshooting for customer’s Internet connection.
- Trained in various LOB of the account. Knowledgeable on ADSL. Cable and Wireless Broadband Connection, also handles Activation and Billing concerns.
- Handles Repeat Callers and Supervisor Calls and identify the challenges that caused the repeat call.
- FCR Analysis and provides feedback as to what could be improved on the Process, Network and/or People.
- Assisted in the onboarding process for new hires by sharing technical expertise and best practices in group training sessions.
- Contributed to team success by consistently meeting or exceeding individual performance targets while supporting colleagues as needed.
- Maintained expert knowledge of company products and services through regular participation in product training sessions and staying current on industry trends.
Education
Bachelor of Science - Bachelor of Science in Business Administration
University of The East Manila
Claro M. Recto Manila 05.2001 -
High School Diploma -
Holy Rosary College of Sta. Rosa City of Laguna
Tagapo, Santa Rosa City Of Laguna 05.2001 -
Skills
- Advance knowledge on Microsoft Office- Excel, Word, Power Point
- Power BI- Data Visualization
- NPS Analytics and reporting
- Technical Support and Customer Service skills
- Problem Solver- excellent conflict resolution skills to help employees resolve any issues or disputes that arise
- Team Scheduling
- Call Center Operations
- Administrative Support
- Problem-solving abilities
- Team Development
Timeline
Customer Service Rep. – Leader
OPTUM GLOBAL SOLUTIONS INC.
05.2019 - Current
ENTITLEMENT HELPDESK
IBM Business Services Inc.,
03.2016 - 04.2019
LEVEL 2 TECHNICAL SUPPORT REPRESENTATIVE
Teletech Philippines
05.2012 - 12.2016
Bachelor of Science - Bachelor of Science in Business Administration
University of The East Manila
05.2001 -
High School Diploma -
Holy Rosary College of Sta. Rosa City of Laguna
05.2001 -
Similar Profiles
Jomariel SalinasJomariel Salinas
Customer Service Representative at Optum Global Solutions Inc.Customer Service Representative at Optum Global Solutions Inc.
Nupur ShuklaNupur Shukla
Senior Product Analyst at Optum Global SolutionsSenior Product Analyst at Optum Global Solutions
Robertson CastanoRobertson Castano
Associate Business Analyst at Optum Global Solutions (Philippines) Inc.Associate Business Analyst at Optum Global Solutions (Philippines) Inc.