Audrey Baisa
Trece Martires, Cavite
Summary
Results-driven Lead Identity Management Analyst with over 4 years of specialized experience in Identity and Access Management (IAM). Skilled in data analysis, report generation, and quality control, with a strong background in managing software licensing through Microsoft Dynamics 365 (D365). Proven ability to enhance operational efficiency, enforce secure access controls, and support cross-functional collaboration to drive impactful business outcomes.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Lead ID Mgmt. Analyst
Afni Philippines, Inc
Quezon
05.2023 - Current
- Collaborated with teams to enhance operational efficiency and effectiveness.
- Developed reports using analytical tools for management review.
- Facilitated cross-departmental meetings to align project objectives and deliverables.
- Collaborated with cross-functional teams on projects related to analytics initiatives.
- Maintained positive working relationship with fellow staff and management.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Oversaw quality control to identify inconsistencies and malfunctions.
Identity and Access Management Spec. I
Afni Philippines, Inc.
Quezon
11.2021 - 05.2023
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked with cross-functional teams to achieve goals.
- Maintained updated knowledge through continuing education and advanced training.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
IT Intern
Afni Philippines, Inc.
Quezon
09.2021 - 11.2021
- Assisted in troubleshooting hardware and software issues for internal teams.
- Supported daily IT operations by monitoring system performance and usability.
- Collaborated with team members to document technical procedures and user guides.
- Participated in training sessions for new software applications and tools.
- Responded to help desk tickets, providing timely resolutions to user inquiries.
- Engaged in team meetings to discuss ongoing projects and share insights.
- Resolved customer service issues related to IT systems in a timely manner.
Customer Service Representative
Afni Philippines, Inc.
Quezon
05.2020 - 09.2021
- Assisted customers with inquiries through phone, email, and chat support.
- Resolved customer complaints by identifying issues and providing effective solutions.
- Educated customers on product features and services to enhance user experience.
- Collaborated with team members to improve service processes and efficiency.
- Trained new staff on customer service protocols and company policies.
- Analyzed customer feedback to identify trends and recommend improvements.
- Managed escalated issues by coordinating with different departments for resolution.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Representative
Teleperformance Fairview Terraces
Fairview
03.2017 - 05.2020
- Assisted customers with inquiries through phone, email, and chat support.
- Resolved customer complaints by identifying issues and providing effective solutions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed comprehensive reports to present findings and strategic options to clients.
- Managed project timelines and deliverables to ensure client satisfaction and alignment.
- Implemented process improvements based on client feedback and best practices.
- Provided advice on operational processes, business development initiatives, organizational changes and other areas of improvement.
Teammate
TaskUs
Imus, Cavite
03.2016 - 03.2017
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
Outbound Telemarketer
E-Soft Services, Inc.
Makati
07.2013 - 03.2016
- Conducted outbound calls to potential clients for service promotion.
- Engaged customers in conversation to understand their needs and interests.
- Maintained knowledge of services offered to effectively address client inquiries.
- Followed scripts while adapting language to match customer responses.
- Scheduled follow-up calls to nurture leads and build relationships.
- Gathered customer feedback to improve outreach strategies and service offerings.
- Pursued new accounts through lead generation, cold calling and advertising referrals.
Education
Vocational - Information And Communication Technology
Asian Caregiving And Technology Education Centers
Bacoor, Cavite04-2013
Skills
- Data analysis
- Report generation
- Quality control
- Cross-functional collaboration
- Document management
- Customer relationship management
- Process improvement
- Project coordination
- Technical troubleshooting
- Software training
- Effective communication
- Team building
- Policy improvements
- Decision-making
- Relaying complex information
- Issue identification
- Risk analysis
- Critical thinking
- Team collaboration and leadership
- Evidence-based decision making
- Security solutions
- Root-cause analysis
- Identity management
- Software licensing management
- Delegation and task management
Languages
English
Professional
Certification
- ISC2 Candidate
- Lean Six Sigma White Belt Certification
- Lean Six Sigma Yellow Belt
- Introduction to Critical Infrastructure Protection Certification
- Micro-Certification - Welcome to ServiceNow
Accomplishments
- Top Q3 Agent - TaskUs
- Top Q4 Agent - Teleperformance Philippines, Inc.
References
References available upon request.
Timeline
Lead ID Mgmt. Analyst
Afni Philippines, Inc
05.2023 - Current
Identity and Access Management Spec. I
Afni Philippines, Inc.
11.2021 - 05.2023
IT Intern
Afni Philippines, Inc.
09.2021 - 11.2021
Customer Service Representative
Afni Philippines, Inc.
05.2020 - 09.2021
Customer Service Representative
Teleperformance Fairview Terraces
03.2017 - 05.2020
Teammate
TaskUs
03.2016 - 03.2017
Outbound Telemarketer
E-Soft Services, Inc.
07.2013 - 03.2016
Vocational - Information And Communication Technology
Asian Caregiving And Technology Education Centers