Gem Paula Enriquez-Liwanag Email & Phone Number

Valenzuela, Ncr, Ph

- Provide customer support and training for SaaS product through live chat, tickets, email and phone calls.- Respond to Level 1 and 2 tickets via Zendesk- Converse with international customers to resolve questions and issues- Chat support in Intercom, maintaining a minimal response time and at least 90% customer satisfaction survey- Use Dialpad to receive incoming calls, while also making outbound calls where necessary

- Review and analyze business requirements to understand product functionality- Participate in product design meetings with Web Developers and Product Owners- Develop detailed test plans and test scripts based on the understanding of Business requirements and other documentations.- Execute test cases- Report detailed bugs and errors - Document and track defects - Coordinate deployment of fixes, retest defects, communicate results to the team

Ncr - National Capital Region, Philippines

Creates and maintains various reports which are being used by Operations as basis for critical action planning.

Ncr - National Capital Region, Philippines

• Floor Support- Answer agents’ inquiries- Take escalation and commendation calls• Communications POC- Create communication items such as reminders and FYIs• Metric (Reports) POC - Involved in doing analysis, action planning & implementation- Update Metric reports & decks- Read out Site’s Metric performance to Managers and Clients- Coach outlier agents- Facilitate call calibration sessions to Team Leads- Facilitate refresher trainings to agents

Ncr - National Capital Region, Philippines

Help customers regarding their AT&T U-verse Service - from technical issues to billing issues.