Marlon Muela Email & Phone Number

National Capital Region, Philippines

National Capital Region, Philippines

National Capital Region, Philippines

- Being a team leader of Level 1 & 2 product support team located in the Philippines to ensure 24/7 support- Train, monitor, and coach Level 1 & 2 product support team- Supervise day-to-day operations of the support team; approving leaves, schedule swaps, and work from home requests- Monitor production metrics of the product support team with the aim of.

NCR - National Capital Region, Philippines

- Assist the VP's of Customer Success in driving the team to improve customer management, gain better performance visibility and scale team processes.- Develop and maintain key dashboards to be used by the Customer Success team in tracking customer management indicators (e.g. time taken to resolve issues)- Generate analytical reports that provide insights.

NCR - National Capital Region, Philippines

- Being a team member of Level 2 production support team located across USA, Singapore, and India to ensure 24/7 production support for the APAC region.- Providing application production support for customers within USA and Asia Pacific.- Independently debugging and proposing resolution/work-around for complex production issues- Identifying errors and.

NCR - National Capital Region, Philippines

- Provide phone and online support to NetSuite Customers. The types of Customer we encounter ranges from the non-technical resources to actual in-house or third party developers.- Conduct troubleshooting of NetSuite proprietary APIs. This involves debugging actual codes created by Customers and help determine whether it is a product defect or not. - Gather.

BGC Corporate Center, Taguig Philippines

• Works closely with Account Managers and Sales Executives to provide web hosting product support for clients in assigned portfolio.
• Website Service Manager. Maintains/updates the content and/or code of client websites, and provides flawless execution of web hosting client requests.
• Troubleshoots and facilitates the resolution of technical and data issues and/or inquiries.
• Manages upcoming product migrations.
• Educates and trains clients on new product features, enhancements,… Show more
• Educates and trains clients on new product features, enhancements, and industry best practices. Show less

BGC Taguig Philippines

• Fulfill WebUI change requests that use HTML, CSS and Javascript.
• Participate in Product User Acceptance Testing (UAT).
• Assist in executing all marketing designs and assist in Web Development.
• Worked closely with Training & Development in the Analysis phase to get a clear understanding of the training need/curriculum.
• Responsible for supporting promoting internal product awareness and conduct training on product-related matters.

BGC Taguig Philippines

• Root Cause Analysis – Preparation, Completion and Maintaining the Deep Dive Analysis file to ensure continuous improvement on Hotel’s internet related issues.
• Provides technical specialized input to clients and the local subsidiaries whenever necessary.
• Create a database and backup for various Contact Center reports.
• Helps in identifying system issues and agent related concerns and collaborate with the Management to identify opportunities which will be addressed in the future… Show more
• Helps in identifying system issues and agent related concerns and collaborate with the Management to identify opportunities which will be addressed in the future training and refresher courses.
• Assist SPAC team to handle client Inquiries (Hotel requests from Australia, Guam, Fiji, New Zealand and Hawaii).

BGC Taguig Philippines

• Root Cause Analysis – Preparation, Completion and Maintaining the Deep Dive Analysis file to ensure continuous improvement on Hotel’s internet related issues.
• Incident Rectifier – thorough investigation on client complaints that requires technical and product knowledge.
• Obtains quantifiable performance data and provide critical recommendations to address Team performance issues.
• Obtains quantifiable performance data and provide critical recommendations to address Team… Show more
• Obtains quantifiable performance data and provide critical recommendations to address Team performance issues. Show less

BGC Taguig Philippines

• Addresses real-time enquiries about the Company’s Broadband Internet service from the hotel or guests via telephone.
• Monitor and track technical issues to ensure accurate resolutions.
• Cater to other requests from the subsidiaries, clients, supervisors, Quality Assurance Team, Training and Development Team, and Managers on any floor performance related data/metrics