Cherry Jennifer De Jesus Email and Phone Number

• Managed a service desk team, oversaw service provision, ensured team members met SLAs and KPIs, handled escalations and validated through root-cause analysis, served as the manager's backup, and participated in internal and client meetings

Reports Analyst:• Submitted daily and monthly reports for Telephony, Non-Voice SLA, FCR, Volumetrics, and Agent Productivity• Validated, analyzed, summarized, and presented the data in the Daily Operations Reports Meeting• Conducted Root-Cause Analysis for escalationsIncident Lifecycle Coordinator:• Kept proper ticket hygiene for open and aging tickets• Sought recommendations from clients and other capabilities for unusual requests or incidents not yet covered by the knowledge articles and ensured that a new article would be created for such

• Confirmed the business impact of the high-priority incidents received and sent out communications to clients and users• Identified and gathered resource-person from involved capabilities • Facilitated bridge calls• Followed-through until high-priority incident was resolved• Submitted daily requests for Problem Record/RCA for resolved critical incidents• Assisted MIM lead on leveraged deliverables such as MIM Weekly Quality Report (client); and Consolidated Site List Report (internal)

• Provided remote desktop assistance to resolve user's IT-related issues received via phone or email• Leveraged/back-up support for 9 other accounts in Service Desk• Swivel and fulfill requests for Active Directory account creation and termination; Microsoft Office 365 account creation and license modification for Lync; privilege access; software installation/SCCM; et al

• Provided customer solutions using retention tactics to boost loyalty and negotiated with customers to keep their service

• Monitored call quality for AU-based phone bankers• Validated credit card and insurance-related sales and ensured ASIC compliance

• Monitored calls for Charter Communications' US-based specialists

• Assisted guests with their flight bookings for Virgin Blue, Pacific Blue and Polenesian Blue

• Handled Sprint with Nextel calls regarding customer billing and payments, account changes, cellular phone, and broadband activation, and basic troubleshooting• Inbound upselling