Kenneth Ignacio Email & Phone Number

Personal Summary• Dynamic, 14 years of combined experiences in Technical, Sales, Customers Service Support and Implementations fields.• Developed Processes for pioneer programs (Microsoft Zune, AT&T).• Created Key Performance Indicators for pioneer accounts (Microsoft Zune).• Revised process on sales procedures and validation (AT&T).• Skilled in computers (hardware and software), coaching tactics, business review presentations, Data Analysis and Reports writing.Professional ExperienceManagement• Oversee opportunities, identification and evaluation of agents.• Managed agent related concerns, team wise events, helped customer escalations, and oversaw team performance results.• Prepared business reviews for presentation to Senior Managers, Clients, colleagues, and employees.• Liaison from management to employee, program to Client.Strategic Planning• Create, track, and evaluate metrics and management reporting to identify performance and effectiveness of processes, and programs.• Analyze trending issues and competitive landscapes.• Ensured success of new program ventures by strategizing program plans, cases, and product scenarios.Development • Drive program guidelines across the team.• Directed employee careers growths based on performance.• Created opportunities for growth into the company.Technical and Client/Customer Support• Support and troubleshooting on computer and internet connections concerns.• Basic knowledge on computer assembly.• Knowledgeable on Operating Systems (Mac, Windows, Linux (basic navigation), IOS, and Android).• Troubleshoot and configuration on network and wireless connections (DSL/Cable and Routers).• Advanced knowledge on MS Word, MS Excel, and MS Outlook.• Basic knowledge in Salesforce Admin• Basic knowledge in SQL

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  Lorma Colleges

  Business Administration And Management, General