Carlo Gabriel De Castro Email & Phone Number

Philippines

• Works directly with the Senior Operations Manager and Service Delivery Manager, coordinate, prioritize, and maintain optimal service execution.• Strategic administration and general management, which will include day-to-day leadership, management and maintaining performance of Service Desk Leads and Service Technicians.• Provides hands-on guidance, support, inspiration and solutions to Service Desk to ensure the team is delivering a white glove customer experience.• Responsible for fostering and maintaining an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting and managing performance expectations• Generate/update and enforce Service Level Agreements (SLA) for all teams• Provide analysis on data and metrics, observe and report on service trends across individuals and the team as a whole to drive direction and effectiveness of the team.• Ability to develop and enforce Standard Operating Procedures (SOP)• Create the operational systems, processes and policies in support of Uber’s mission, improve management reporting, information flow, business process and organizational planning.• Main point of escalation for customers and complex issues that are blocking regional help desk techs, Leads and projects.• Conducts regular 1 to 1 with regional team leads and techs to provide guidance and support.• Lead regular Global/Regional Help Desk team syncs by driving actionable discussions.• Interview, hire, onboard and train new team members• Collaborate with Milestone HR on all personnel issues or questions• Foster relationships and collaborate across IT Eng Teams to drive key projects.• Responsible for assigned projects and efforts for key corporate initiatives and Internal Service Delivery initiatives.

Philippines

Works closely with Service Desk Manager to coordinate, prioritize, and maintain optimal service execution to goals and expectations of client-specific key performance indicators.Strong leadership, customer service, communication and interpersonal skills.Set goals and objectives for the team, holds team accountable.Delivers coaching and feedback in the moment, conducts 1:1 with individual team members, Lead team syncs.Delegates tasks and responsibilities based upon individual strengths to achieve maximum efficiencyLeads and provides coaching for Technicians when workflow deficiencies are identified.Ensures compliance with all service and acts as the escalation point.Creates and implements training for new processes and initiativesAction oriented, detail oriented and motivated to do what’s best for the customer and the team.Makes decisions in a timely manner, sometimes under tight deadlines and pressure.Regular communication with Managers and provides weekly report of team performance.Monitors chat and tickets to ensure quality and identify coaching opportunitiesProvides valuable input via regular posts in Global Help Desk ChatBalancing the team schedule on a weekly basis.Participates in hiring for open positionsConducts annual performance reviews for all team membersAudits tickets to ensure proper tone is being usedFlags tickets for review

Philippines

IT Field Technician/APAC Regional L1 Trainer/Primary L1 for UBER Ph• Responsible for creating, updating training materials and training all L1s across APACx• Evaluating co-tech’s tickets and making sure that all process was in place and documented.• Coordination with stakeholders and making sure that all IT Related requests are delivered.• Escalating issues to other teams (internal or external) and monitor until resolution.• Weekly team stats and accomplishment reporting.• Asset, vendor and inventory management• Travelling to other Cities/Countries if ever an extended support for an escalation needs action.

Cavite City

Part-time College Instructor for the College of Engineering• Handles Major and Minor subjects related to Computer Engineering and IT.• Adviser for System Analysis and Design

Peza, Rosario Cavite, Philippines

• IT Critical Incident Manager for SE’s CCC Operations and VIP Support for SE PH.• IT System admin for Avaya Telecom, Genesys and Nice Systems.• Designing and configuration of CCC Ops call flow via Avaya and Genesys.• Escalation and coordination to System Developer/Provider and ensure that the concern was properly delivered and resolved.

• VIP Support for SE PH.• Backup IT System admin for Avaya Telecom, Genesys and Nice Systems.• Escalation and coordination to System Developer/Provider and ensure that the concern was properly delivered and resolved.

Peza, Rosario, Cavite, Philippines

Making sure that the product is made with the correct process, materials from start to delivery.Making sure that all systems and process are followed through Integrated Management SystemMaking sure that all Environmental aspects and requirements are passed.Internal Auditor for Process and Environmental Issues/Policies.