Mariefer Cayco Email and Phone Number

• Manage users' active directory accounts, O365 and Exchange accounts, and other related issues• Has knowledge of network printer issues• Creates and keeps knowledge-based articles updated for troubleshooting guidelines• Maintain and track detailed records of user issues timely and accurately• Handles installation of internal applications on end-user machine• Handles VIP and P2 tickets, and works closely with escalation team for fixing bank-wide issues

• maintain and track detailed records of user issues timely and accurately• Manage users Office 365 accounts and other related issues

• Provide technical end-user support, incoming queries and help request via telephone, email, or web chat.• Taking ownership of user’s cases and provide best experience• Maintain and track detailed records of user issues timely and accurately• Determine and respond to end-user problems to resolve the issue based on standard procedures• Provide restorative or maintenance actions to resolve end-user problems• Work with client Active directory accounts• Manage user client application passwords• Manage users Office 365 accounts and other related issues• Work with SMEs, Team Lead, QAs and Incident Coordinators to discuss recurring tickets

• Act as CSAT analyst, bucketing calls in a daily basis without supervision• Sends out customers verbatim analysis report in a daily basis without supervision• Helps out in taking supervisory calls, and second escalation calls• Sending out advisories and process documents on the account• Enforces all company policies and procedures• Prepares statistical reports for the progress of agent’s performance • Provide effective coaching to newbie and tenured agents to lead them on being effective and functional• Monitoring phone transactions in a daily basis• Facilitates internal and external meeting with minimum time preparation• Ensures all quality reports are submitted before the deadline • Maintaining all quality files are accurate and updated in a daily basis

• Capability – SAP Business Intelligenceo Data Load Monitoring Monitored data load on a daily, weekly and monthly basis using Process chains from both SAP Source systems as well as Non-SAP Source systems. Monitor data load using a third party scheduler. Validating and monitoring Dashboard and Crystal Reports Resolve data load error such as Invalid characters, Duplicate records, etc.  Resolve urgent tickets within SLA. Ensure loads completion and on-track after the issue of executing reports in BWA. Part of the ramp-up of jobs/loads for post PTP tasks.o Creating RCA for the montho Implemented 3 Continuous Improvements, and 1 project related activity.o Facilitates domain meeting with minimum time to prepare for materials needed.

• Hosts, facilitates and coordinate client and internal calibrations• Creates advisories and process documents for the account• Provide effective coaching to newbie and tenured agents to lead them on being effective and functional• Ensures that the Quality Files and Reports are accurate and submitted before the deadline• Helped out in responding to QA disputes whenever the Quality Lead is out• Perform almost every task in the Quality Team Monitoring to reports needed by officers and clients.• Achieves quality monitor goals in accordance with client specified goals as advised by the Account Manager• Ensures quality of work to the satisfaction of customer (internal/external).• Assesses and discusses problems relating to yield, quality, efficiency, non-conformance and other major discrepancies with operations and support counterparts.• Work closely with the Account Manager and Team Managers to assure that their quality needs are satisfied.• Enforces all company policies and procedures.• Maintains records and prepares statistical reports to evaluate performance of agents and their progress.• Defines and implements measurement systems to monitor and report support effectiveness.

• Acts as front liner to communicate with customers.• Ensure that everything was set for customer satisfaction.• Good technical understanding of PC/Mac computer usage and web technology• Knowledge and experience with a Customer Relationship Management.

• Helped out on assigning tickets for IT issues• Stabilizing good Internet connection• Assisting transcriptionists for every technical problems encountered• Monitoring transcriptionists for every tickets assigned to work on• Ensure every ticket are returned to the client before the deadline• Send out reports everyday containing the number of work delivered assigned to each transcriptionists, stability of Internet connection, issues encountered.

• Helped out on assigning tickets for IT issues (mostly on lifelines, link down and intermittent connection, outlook, time system, etc.)• Managing status report of tickets assigned to each employee• Helped out in updating Philam Life directories (company, branch, division, department and sections)• Helped out in computing the total average of whole technical support.