Jovelyn Teodoro Email and Phone Number

 Performs real time monitoring of the program’s performance through the use of Genesys CCPulse.  Assists the operations department in meeting the program’s target by real time management.  Assists operations in the implementation of action plans for the strategic initiative that pertains to real-time management.  Documents system-wide issues and prepares reports needed in analyzing the program’s performance

o Performs team and shift OIC duties as needed and assigned by supervisor or operations manager. Provides Service Desk support to a US-based financial company that has multiple departments and sites.  Troubleshoots PC software, office equipment and specialized hardware devices that are used by the employees.  Routes escalation tickets to escalation teams when needed and does follow-ups on pending tickets to ensure resolution.

 Answers product and order status queries and provides technical support for a leading laptop manufacturer based in the US Handles basic software troubleshooting and authorizes hardware repair referrals to authorized service centers.

o Coached transition agents for agent “buddy-up” activities. Handled OIC duties for the team. Provides DSL technical support for hardware/software installation and troubleshooting for a US-based Internet Service Provider