Maria Paula Veridiano Email & Phone Number

Malaysia

Damansara, Selangor, Malaysia

Troubleshoot platform-related issues for SalesForce MDM & SNM.Use logging and troubleshooting tools such as Data Loader to identify performance bottlenecks and perform root-cause analysis.Prepare customer's monthly operational reports and present them at a scheduled frequency.Knowledgeable with the project life cycle including research, design, application and deployment architecture, development, testing, continuous deployment, and continuous delivery up until… Show more Troubleshoot platform-related issues for SalesForce MDM & SNM.Use logging and troubleshooting tools such as Data Loader to identify performance bottlenecks and perform root-cause analysis.Prepare customer's monthly operational reports and present them at a scheduled frequency.Knowledgeable with the project life cycle including research, design, application and deployment architecture, development, testing, continuous deployment, and continuous delivery up until production.Solid grasp of software development lifecycle best practices, methods, and conventions, including but not limited to Unit and Integration Testing, Source Code Management, and Continuous Integration.Perform software maintenance and implement bug fixes. Show less

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.Reviewed agents calls and cases in a daily manner using tools such as Sales Force and Genesys Cloud. Mentored and coached team members on QA topics and strategies (with ISO training). Reviewed public-facing information for accuracy, relevancy and timeliness as desired by leadership.Created various Excel documents to assist with pulling… Show more Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.Reviewed agents calls and cases in a daily manner using tools such as Sales Force and Genesys Cloud. Mentored and coached team members on QA topics and strategies (with ISO training). Reviewed public-facing information for accuracy, relevancy and timeliness as desired by leadership.Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources. (KPI improvements)Examined events in application log management and monitoring tool to identify root causes for failures (following CAPA guidelines).Upheld security and confidentiality of documents and data within area of responsibility (following Cybersecurity protocols).Extracted and interpreted data patterns to translate findings into actionable outcomes.Analyzed user stories and user cases for validity and feasibility (UAT).Tracked change request activities, enhancements, defects and documentation modifications with Softwares (Agile methodologies).Provided usability recommendations to development team to make applications more user-friendly.Built strong relationships with customers through positive attitude and attentive response.Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service. Show less

Federal Territory Of Kuala Lumpur, Malaysia

Federal Territory Of Kuala Lumpur, Malaysia

Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.Monitored and maintained hospitals databases - strict and confidential.Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.Responded to support requests from end-users and patiently walked individuals through basic troubleshooting… Show more Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.Monitored and maintained hospitals databases - strict and confidential.Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.Explained technical information in clear terms to non-technical individuals to promote better understanding.Used ticketing systems to manage and process support actions and requests.Maintained servers and systems to keep networks fully operational during peak periods.Patched software and installed new versions to eliminate security problems and protect data.Patched software and installed new versions to eliminate security problems and protect data.Collaborated with vendors to locate replacement components and resolve advanced problems. Show less

Petaling Jaya, Selangor, Malaysia

Engaged in user support interactions via telephone, chat and email platforms.Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.Resolved common user concerns by utilizing preset issue resolution scripts.Attended weekly team meetings to enhance product and service knowledge and… Show more Engaged in user support interactions via telephone, chat and email platforms.Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.Resolved common user concerns by utilizing preset issue resolution scripts.Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies (renewable licence to support certifications).Collaborated with internal partners to effectively resolve user complaints or critical priority issues.Diagnosed and troubleshot hardware, software and network issues.Installed and configured operating systems and applications.Created user accounts and assigned permissions.Removed malware, ransomware, and other threats from laptops and desktop systems. Show less

Petaling Jaya, Selangor, Malaysia

Take ownership on high severity tickets and engage relevant support personnel in conference call. Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.Compiled research data and gave professional presentations highlighting finds and recommended optimizations.

Quezon City, National Capital Region, Philippines

Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices. Reviewed legal documents and contracts to determine potential conflicts and disputes.Prepared written opinions or decisions regarding cases.Interacted with sales and marketing teams to understand demand forecast drivers.Maintained documentation for all purchases.

Philippines

Trained new customer service representatives and sales representatives from the tools and applications to use to proper customer handling. Maintained up-to-date knowledge of product and service changes.Monitored and reported trainee progress, introducing new learning tools to address individual needs.Tracked attendance and evaluated progress for assigned trainees.Performed continuous evaluations of content and plans to enhance delivery and improve… Show more Trained new customer service representatives and sales representatives from the tools and applications to use to proper customer handling. Maintained up-to-date knowledge of product and service changes.Monitored and reported trainee progress, introducing new learning tools to address individual needs.Tracked attendance and evaluated progress for assigned trainees.Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.Identified and recommended staff for key positions and departments. Show less

Philippines

Provided technical support via phone and email for broadband, data & IP services subscribers.Practice the “First call resolution” which includes troubleshooting of Telephone, DSL (Residential and Corporate lines), Leased Lines, IAS and IPVPN Accounts.Assisted customers in identifying issues and explained solutions to restore service and functionality.Explained security measures in simple terminology to help users understand malware and phishing threats. Responded… Show more Provided technical support via phone and email for broadband, data & IP services subscribers.Practice the “First call resolution” which includes troubleshooting of Telephone, DSL (Residential and Corporate lines), Leased Lines, IAS and IPVPN Accounts.Assisted customers in identifying issues and explained solutions to restore service and functionality.Explained security measures in simple terminology to help users understand malware and phishing threats. Responded promptly to incoming sales leads and requests for technical support. Collaborated with vendors to locate replacement components and resolve advanced problems. Show less

Philippines

Handled telephone problems such as “No Dial Tones, Gibberish and Disconnected Lines, Billing Concerns and Disputes, and Selling telephone services both wired and wireless connections” to customers. Selling BayanTel phone cards to Filipino workers located in Japan. Handled customer inquiries and suggestions courteously and professionally.Answered constant flow of customer calls with minimal wait times.