Experienced Software Engineer specializing in web development and cloud infrastructure with proven ability to deliver scalable solutions.
Utilized JavaScript extensively for front-end and back-end development of web applications.
Deployed and managed cloud infrastructure, ensuring scalable and secure services.
Participated in agile sprint planning, daily stand-ups, and iterative development cycles.
Designed schemas and optimized queries for relational and NoSQL databases.
RMR Marketing Exchange Solutions Co.
Premier BPO Solutions Co.
Teleperformance PH
Taking phone calls to help customer with issue with client devices technical inquiries, billing issues and other question regarding client services, Troubleshooting client device over the phone, Assisting agents for tools utilization, supervisor calls and doing floor walk management for real time assistance of agents for customer issue/problems that they can’t find/locate the resolution with their tools., Taking phone calls as normal agents to help with high call volume daily on top of 8 hours shift, Assisting agents that has escalated calls (Supervisor calls) and chat consult for any question/inquiry about specific problem and providing redirection for agents that has inquiries for customer concerns, Taking phone calls as normal agents to help with high call volume daily on top of 8 hours shift, Explanation for newly hire agents how to escalate calls to assistance desk
TELUS International Philippines
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Taking phone calls to help customer to place a check order, check issues and billing issues.
Support Services Group (SSG)
Game Plan Creation – Schedule of agents for meeting, coaching and training materials, Root cause analysis for agent behavior that impact Key performance metric, Coaching Using the GROW Model - Coach agents with client specific guidelines for improvement of the behavior/Call monitoring recording to identify specific behavior that needed to be target to hit client target, Taking supervisor phone | chat inquiry/question for assistance, Data report for Key performance metric Per Agent/Team (Daily, Weekly and Monthly score), Facilitating Effective Meetings - Creation of action plans for team improvement of the behaviors (Daily huddles and teams action plan targeting specific behavior that impact Key performance metric), Training agents for client specific instructions/updates of system (learning tools and updates of the account), Meeting calibrations (Daily supervisor meeting, In-shift meeting, Client calibration meeting, and Quality/Compliance meeting)
Alcatraz Internet Café
I.T. Log Park I-cafe
