Customer Service Representative | Online Banking Support
Industry:
Call Center / IT-Enabled Services / BPO
Employment Period:
October 2007 to September 2009 (22 Months)
Duties and Responsibilities:
- Handling Customer’s concern about their account and resolve their issue
- Assisting Customer to improve their Credit Rating to the Credit Bureau
- Providing the best option for the customer about their Online Banking Transaction
Certified Level 2 Customer Support Representative
Industry:
Call Center / IT-Enabled Services / BPO
Employment Period:
September 2009 to December 2010 (15 Months)
Duties and Responsibilities:
- Handling Customer’s concern about their account and resolve their issue
- Assisting Customers and Subscribers about their XBOX Live Account and Billing Issue
- Resolving Customer’s concern in efficient way
Microsoft Certified Level 1/Level 2 Technical Support
Industry:
Advertising / Marketing / Promotion / PR
Employment Period:
December 2010 to June 2013 (30 Months)
Duties and Responsibilities:
- Troubleshoot technical concern of the caller in using the Software
- Access client’s screen using Microsoft’s Easy Assist Software
- Assisting clients to install and uninstall drivers and software needed for the Live Meeting software to work
- Giving option to the Caller for their Computer to work fast with the Software
- Handling minor issues for the Office Outlook that they are using in connection for their Office Live Meeting software
- Handling Escalated Issues for Office Live Meeting
- Investigating and Checking further issues using Logs from Microsoft Diagnostic Tools
- Perform coaching and recommendation for Level 1 Support Representative
- Handling Network related issues with regards to Office Live Meeting
Certified System Administrator and Subject Matter Expert/ Assistant Team Lead/ Assistant Trainer
Industry:
Call Center / IT-Enabled Services / BPO
Employment Period:
June 2013 to April 2016 (34 Months)
Duties and Responsibilities:
- Handled issues about Salesforce CRM mainly in Data Management, Configuration and Analytics
- Assisted other Support Representative as part of the SME/ Floor Support role
- Created analytic request (Reports and Dashboards) using Salesforce CRM
- Advised Customers about the best way they can manage their Salesforce CRM
- Researched issues that is outside Salesforce Support scope
- Supervised/ Assisted Tier 1 and 2 regarding their inquiries or concern about Salesforce
- Assisted System Administrator in configuring their Salesforce CRM (e.g. Automation, Approval Process)
- Worked on some Data Management issues like importing records to Salesforce using importing tools (DataLoader, Dataloader.IO, Import Wizard, Workbench, etc.) and exporting records from Salesforce.
- Trained newly hired employees for ADM201 and ADM211 and provided in-depth knowledge about how Salesforce CRM works.
Salesforce Advanced System Administrator/Consultant | IT Department Head
Industry:
Call Center / IT-Enabled Services / BPO
Employment Period:
April 2016 to July 2019 (38 Months)
Duties and Responsibilities:
- Handling issues, request or concern about Salesforce CRM
- Manage records using Reports and Dashboard for the company
- Install application from Appexchange which will help the company information
- Create Apex Trigger / VisualForce Page to work with some of the complex processes
- Configure Workflow, Approval Process and Process Builder to automate business process
- Provide training to end users regarding Salesforce inquiry
- Manage and Maintain Community Portal of the company
- Analyzes Salesforce Report and Dashboard Data to be presented on Board
- Integrate Secured Third Party Application to Salesforce for Leads and Cases external record creation
Customer Success Manager | Salesforce Administrator/Consultant
Industry:
Call Center / IT-Enabled Services / BPO
Employment Period:
July 2019 to July 2021 (24 Months)
Duties and Responsibilities:
- Handling issues, request or concern about Salesforce CRM
- Manage records using Reports and Dashboard for the company
- Create process builder for any automation process request
- Train new users with any product related enhancements
- Provides End of Month and End of Week Report
- Creates custom object/ field as per client’s request
- Configure Page Layout and Record Type as part of the request
- Configure field types of the customer’s org per logged cases
Community Co-Leader
Industry:
Non-Profit Organisation / Social Services / NGO
Employment Period:
December 2018 to July 2021 (31 Months)
Duties and Responsibilities:
- Organize various trainings to some Salesforce Professionals here in the Philippines
- Co-organized Philippines Dreamin’ which is the largest event of Salesforce Community here in the Philippines
- Helped Non Profit Organization here in the Philippines when it comes to customizing their Salesforce Platform
- Trained Students and other Non-Salesforce professional to venture into Salesforce Industry
- Participated in some Salesforce Event like Australia’s Down Under Dreaming and Singapore Dreaming
- Introduce new features or functionalities of Salesforce to the community every Salesforce release
Freelance Salesforce Consultant/Administrator
Industry:
Non-Profit Organisation / Social Services / NGO
Employment Period:
February 2019 to July 2021 (29 Months)
Duties and Responsibilities:
- Worked with numerous local clients which are looking to establish their CRM using Salesforce
- Architect Data and Business process into how they can maximize Salesforce capabilities and features
- Assisted existing Salesforce Administrator on some local companies in terms of deploying new modules for their org
- Trained new users for Salesforce and how to use the tools efficiently
- Helped companies integrate Salesforce into some third party application using different connectors
- Managed large scale data to be imported into Salesforce using Data Loading tools of Salesforce
- Created custom application with the use of custom object and fields inside Salesforce to adopt the current business process of the company
- Provided efficient way on different business process to be automated in terms of different automation tools of Salesforce
- Assisted a company in implementing their Pardot B2B Platform
- Assisted a company on how they can create Marketing materials with the use of Pardot and Salesforce Email Templates
- Assisted some Non Profit Organization here in the Philippines as well as in Australia on how they can get correct data inside their Salesforce Non-Profit Platform
Field of Study:
Computer Science/Information Technology
Major:
Graduation Date:
March 1, 2007
Located In:
Philippines
License and Certification: :
ADM201 (Salesforce.com Certified System Administrator)
ADM211 (Salesforce.com Certified Advanced System Administrator)
ADM401 (Salesforce.com Certified Developer)