Fiona Uy Email & Phone Number

Responsible for strategic engagements with clients, designing and delivering scalable solutions using Salesforce out-of-the-box applications (Service Cloud, Sales Cloud, Communities etc.) and other third party integrations.

Makati, National Capital Region, Philippines

Helps Salesforce customers to ensure that the system is maintained and managed in alignment with changing business requirements.

Ortigas

Assists customers in troubleshooting their complex platform related issuesProvides feature explanation and Salesforce configuration best practices.Manages customer expectations and the customer experience to maximize customer satisfaction.Actively maintaining and participating in job-related training activities.Demonstrates the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment.Multitask and perform effectively under pressure.Create and curate knowledge articles, enabling customers to resolve their issues independently.

Assists with setting up new clients for launch.Merging duplicate vendor accounts.Corporate linking vendor accounts to create National/Main accounts. Setting up new vendor accounts. Vendor Upload for existing clients (Property Management Companies)Post checks off check inquiry daily and add documentation sent to vendor account.Post paper checks sent to the office daily. Keep a daily record of check refunds, credits between months, credit balances, and national checks on MS Excel and save by month.Correspond with Lead Credit Analyst from RealPage for credits and refunds.Scan and email compliance documents that came with checks to the indexing department.Keep record of daily check deposits and documents by day.Save detailed correspondences from Lead Credit Analyst until refund has been approved for the vendor.Insert credit and check refund information to the Admin Application. Work with National Vendor Account Manager on credit invoices with approval from supervisor.Transfer payments between management companies or vendors. Thoroughly review and modify client’s vendor list on MS Excel before submitting finished project to supervisor for review.Work to resolve vendor corporate questions and concerns for team members. Work closely with other department to meet customer objectives.

Quality Assurance Analyst Telstra BigPondAnswers Operations’ questions concerning QA guidelines and policies. Send out Red Flag/Fatal Error Audits to Upper Management.Monitor agents across all Teleperformance centers for quality and performance issues.Participate on calibration sessions with Operations, Training, and internal quality members off site.Acted as Reports Analyst for Telstra ProgramsData preparation for strategic analysis and data mining, data cleansing / standardization, data roll-up to a common format, data enhancement, design and create reporting - dash boards, data trending, ad hoc reporting. Consolidation of Reports for different Business units of Telstra in Teleperformance.

Telstra BigPond - ADSLHired as a Technical Support Representative which deals with ADSL connection. Provided high quality, customer-centric support with customers in behalf of Telstra. Telstra BigPond - WirelessA few months of support for ADSL, I was cross-trained to Wireless in which I supported troubleshooting for mobile broadband devices. Subject Matter Expert - Telstra BigPond ADSLProvided support to new hires in which I performed quality checks, develop and review performance reports, identify area for improvement and implement measures to meet objectives.