Mae Maneja Email & Phone Number

Perth, Wa, Au

Perth, Wa, Au

Quezon City, National Capital Region, Philippines

Spanish Bi-lingual Technical Lead (BHP Project)Cognizant Technology Solutions, Philippines Fluency in Spanish, EnglishLead and mentor a team of Spanish-bilingual technical support staff holding a work visa in the Philippines, providing exceptional service desk support. Handle escalated technical issues and provide guidance on problem resolution. Ensure service level agreements are met and maintained. Utilize language skills to effectively communicate with Spanish-speaking users and stakeholders. Collaborate with internal teams to improve service desk processes and procedures. Monitor team performance and provide coaching and feedback as needed. Proven experience in a technical support role, with leadership experience

Davao, Davao Region, Philippines

Successfully managed all aspects of the online retail store operations for9 years, including inventory management, customer service, marketing,and sales. Developed and implemented strategies to drive online sales growth, resulting in a significant increase in revenue and customer satisfaction. Oversaw a team of employees, providing leadership, training, and guidance to ensure operational efficiency and excellence. Utilized data analysis and market research to identify trends, optimize product offerings, and enhance the customer shopping experience. Implemented effective digital marketing campaigns, including social media, email marketing, and online advertising, to reach and engage target audiences

Manila, National Capital Region, Philippines

Develop and implement quality assurance policies and procedures for callcenter operations. Monitor and evaluate customer service calls and interactions to ensure adherence to company standards and procedures. Provide feedback and coaching to customer service representatives to improve performance and customer satisfaction. Conduct regular audits and assessments of call center operations to identify areas for improvement. Analyze data and prepare reports on key performance indicators related to quality assurance and call center operations. Collaborate with management to develop and implement training programs for customer service representatives. Stay current on industry best practices and trends in quality assurance and call center operations.

Manila, National Capital Region, Philippines

Analyze transaction data and customer information to detect andinvestigate potential fraud cases. Conduct in-depth research and analysis to identify patterns, trends, and anomalies that may indicate fraudulent activity. Develop and implement fraud prevention strategies and controls to mitigate risks and protect the organization and its customers. Monitor fraud trends and industry developments to stay ahead of emerging threats and fraud schemes. Prepare reports and presentations on fraud analysis findings, trends, and recommendations for management review. Participate in training sessions and knowledge-sharing activities to enhance the team's capabilities in fraud detection and prevention.

Davao, Davao Region, Philippines

Full Time work in the evening while a university student in the morningKey Responsibilities:1. Customer Interaction: - Respond to inbound calls and emails from customers experiencing router issues. - Provide a friendly and professional experience, actively listening to customer concerns.2. Troubleshooting: - Diagnose network problems and router malfunctions using established procedures and tools. - Guide customers through step-by-step solutions to resolve connectivity issues.3. Technical Support: - Assist with router setup, configuration, and firmware updates. - Educate customers on router features and best practices for optimal performance.4. Documentation: - Maintain accurate records of customer interactions and solutions provided in the ticketing system. - Document recurring issues and suggest improvements to the knowledge base.5. Escalation: - Identify and escalate complex issues to senior technicians or specialized teams when necessary. - Follow up with customers on escalated issues to ensure resolution.6. Customer Education: - Provide tips and resources to help customers manage their network effectively. - Offer guidance on troubleshooting techniques for future reference.

Bachelor Of Arts - Ba, Communication And Media Studies

Spanish Language And Literature