Ava Charisse Serrano Email & Phone Number

Manila, Ncr, Ph

Manila, National Capital Region, Philippines

• Involved on successful CRM migration and integration of 2000+ users (Siebel toService Cloud and Parature to Service Cloud),• Handled global business process improvement projects applying Lean SixSigma principles that resulted in reduction of Support effort index and improvedCustomer Satisfaction by 16% with annual FTE cost save of ~1M USD.• Provide CRM (Salesforce Service Cloud) support to well over 2000 users within theThomson Reuters, ensuring process adherence, consistency and complianceglobally including Service Cloud application upgrades/enhancements,communication and upgrade roll out.• Part of the Customer Data team that facilitates the improvement of customer dataacross the organization by providing a data governance framework and mechanismsfor business users and technology team to work together to improve the data,systems and processes involved.• Provide support and guidance to a team of Process Engineers ensuring that projectsare completed to a high standard, budget and in a timely manner with strongleadership, direction and mentoring.

Manila

- Part of the team responsible to introduce, maintain and improve the query handling processes and tools required to provide a best in class service. - Assist with the implementation of work processes which strive to continually improve best practice and thereby improve levels of Customer satisfaction.- Act as the bridge between Frontline, 2nd and 3rd level to ensure global consistency and approach in the way issues raised by our customers are managed. - Define, design and rollout new processes and initiatives aimed at continuous process and service improvement across the Thomson Reuters Customer Support, and the Resolver group community.- Develop expertise in the query handling tools and Thomson Reuters CPM processes- Document policies, procedures and work processes to the required standard and maintain a global process library- Provide CRM and CPM support to well over 2000 members of staff within the Thomson Reuters Customer Support, and the Resolver group community. - CRM software applications: Siebel Oracle, Salesforce (Service Cloud and Trust)- Ensure CRM process adherence, consistency and compliance globally, full awareness of the importance of compliance with company standards, methods of working and external obligations and ability to look for and implement improvements to increase customer satisfaction.- Part of the business stream involved in the CRM application upgrades, communication and upgrade rollout. - Understand the requirements and write test cases. Develop and maintain test plans and test cases, including functional testing, integration and regression testing. Execute test cases and generate useful bug reports containing detailed data and communication and report defects to the software team. Coordinate and actively participate in project meetings during software development lifecycle.- Participated in several Business Acceptance Testing; two conducted in Thomson Reuters London, United Kingdom on September 2013 and April 2014

Manila

Projects: CRM migration (Siebel CRM to Salesforce - Service Cloud, Salesforce TRUST to Salesforce Service Cloud, Parature to Salesforce Service Cloud)- Responsible for the Business scenario and test script preparation; eliciting, analyzing and documenting business requirements from stakeholders- Conducts business scoping with the business users and develop Business Requirements for sign off- Help develop business scenario and test script to ensure they are in line with the business requirements- Identify and prepare test data for UAT, create test scenarios, lead and execute testing with several users- Ensure quality to software and process solutions. Conducts test activities including test execution including defect logging and tracking, test case definition, test data definition, test planning and design- Conducts UAT and document test results for user sign off- Assist in the development of procedural and training manual

Manila

- Supports premium product Thomson Reuters Eikon (all its variants) and Reuters 3000Xtra which are desktop applications for financial professionals. It is the go-to-source for fast, intuitive access to critical information and liquidity, with innovative tools that connect people and insights. - Direct client interaction on daily support issues, responding to client requests on chat, e-mails & phone calls.- Respond to customers' enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction.- Logging and classifying all requests for assistance in the customer relationship management system (Siebel).- Manage the resolution process for customers and track enquiry resolution progress by proactively informing customers with a status update or resolution if queries cannot be resolved on initial interaction.- Identify and escalate problems affecting a number of customers or influencing the timely resolution of one customer's enquiry. This would include escalations to the team leader and other support, sales, engineering or resolver groups as appropriate.- Act as a facilitator and coordinate between various teams like Infrastructure, 2nd line, IT Service to resolve complex issues and outages.- Recognize and escalate recurring problems, inferior processes or outdated procedures. Manage/coordinate recurring issues and ensure long-term resolution.- Follow escalation procedures during outages and ensure root-cause analysis.- Trend analysis, Incidents resolutions, Root Cause Analysis and Regular Reporting to identify areas for review for improvement- Highlight user training and education needs.- Attend calls with Division and other Technical groups that manage process, infrastructure changes and new product introductions. Attend business critical escalation meetings.- Accept additional areas of responsibility that will improve team performance.

Manila

- Process the approval of convenience checks written on customer's credit card accounts.- Review documents & comparing signatures to determine the validity of convenience checks.- Analyze account activity and placing outbound calls to determine check's validity in order to improve fraud detection and customer satisfaction. - Identify potential bust-out and credit risk situations in an attempt to mitigate losses.- Investigate questionable credit card activity.- Review the suspicious cases triggered in FDS / Falcon Detection System and initiate the transaction confirmation outbound calls to cardholders and blocking affected cards when necessary- Place outbound calls and putting security hold on accounts to prevent further fraudulent activity.- Validate fraud claims through outbound calls by verifying customer information with card members.- Interview card members, verifying security information & account activity.- Identify potential fraud on accounts and relying on strong analytical skills to probe on card members.