Nathaniel Abad Email & Phone Number

Metro Manila, Philippines

Philippines

Philippines

Philippines

Philippines

Philippines

Philippines

- Primary responsible for resolving technical issues submitted and reported by customers via email, customer portal, and phone when using AvePoint Products across Cloud and On-Premise computing infrastructures. - Works with various global schedule to cater English-speaking clients, partners, managed service providers(MSP), and distributors around the globe.- Responsible for conducting technical triage of troubleshooting to narrow down customer's concern. - Replicates and conduct thorough root cause analysis of the customer's concern. - Initiates prompt interdepartmental communication to resolve customer's concern; may it be related to licensing, infrastructure, environment, configurations, and logic adjustment. - Works with Development, Customer Success, Sales, Technical Account Managers to ensure customer retention by providing them excellent customer support experience. - Mentor Technical Support Analysts (new hires) to kick-off their customer and technical support experience assisting our clients and be onboarded with AvePoint Support SOP.

Taguig, National Capital Region, Philippines

Queue Manager for Web Team- Monitor web tickets raised by user and distribute it within the Self-Service Team. - Collaborate with other teams to provide process improvements for the Self-Service Team.- Validates ticket tagging and category; and provides feedback to the Operations Manager.- Provides coaching within the team for any call outs and escalations.- Manager break adherence, staffing, and forecast.- Handles escalation and provide immediate resolution with the user on a priority basis.- Provides daily report to the Operation Leadership Team.Assoc Team Manager (Shift)- Monitor the call/web/incident tickets of the whole team thru Service Now Administration, ensuring that certain SLAs are met based on the impact/priority/urgency of a specific ticket and provide follow ups with the users on regular basis.- Monitors over-all Quality Score and CSAT Score of the shift on a daily/weekly/monthly cadence and provides necessary recommendation/coaching from the Quality Analysts to enhance the quality of work based on a certain parameter.- Answer supervisory calls from the SD Analysts.- Create and declare Master Tickets or Potential Incidents and coordinate with the Escalation Team to coordinate it with the resolver team.- Perform Shift Handover to ensure that the Priority Calls/Master Tickets are handled and monitored properly based on its urgency and priority.- Ensuring that the shift is properly staffed with SD Analysts to avoid abandon calls and provides recommendation to the Workforce Team.- Provide necessary change of schedule to the management if needed based on the forecast.- Performs floor walking, training and coaching within the team, if needed as required by the Quality Department, Technical Leads, and Service Desk Managers.- Provides regular process updates within the team to improve the team KPIs. - Attending process improvement meetings and collaborating operation procedures with the other department to enhance SLA targets.

Taguig, National Capital Region, Philippines

IT Service Desk Analyst for Shell Global- Act as the first point of contact for users calling the 24/7 Global IT Service Desk for Shell- Assists users with any access-related issues that includes CAC Smartcard, NT Windows, SAP, etc.- Perform technical troubleshooting on various software applications (e.g., SAP, Outlook, M365 Apps), Hardware (e.g., Printer), Network (e.g., Shared Drive), and provide remote assistance.- Create & Administer Exchange and Outlook accounts for users thru AD tools (HAT/DRA)- Activate/Assign/Modify/Reset Hard and Soft Token in Active Directory- Enroll and assist user with their Mobility-related Issues like Mobile Connect, Mobile M365 Apps - Perform Password Reset for SAP Modules and Instances and provide SAP Application troubleshooting.- Perform password reset for Functional Accounts and Administrator accounts thru Active Directory. - Troubleshoot Remote Access Issue and VPN applications (Citrix, etc.)- Answer users’ inquiries relating to their Join, Move, Lead and Request ticket status.

Quezon City, National Capital Region, Philippines

- Assist the whole team with their aging work tickets by rendering extensive research and sending correspondence to providers on their behalf. - Collect and validate the overtime hours of the whole team and send it to the Operation Manager for further approval. - Assists newbie/teammates to gauge the nature of work by providing support and necessary workflows to them as part of the process improvements. - Answers client escalations provided by the Operation Manager by providing research documents and expedited recommendations. - Perform provider outbound call if needed to provide issue resolutions with exceptional customer service experience.- Standardize Pharmacy and OTC Rx Claim Process for all Provider Representatives of BCBSRI

Quezon City, National Capital Region, Philippines

Provider Engagement Specialist for Blue Cross Blue Shield of Rhode Island, USA - Mainly performs the task of a Provider Relations Representative. - Answer providers’ inquiries regarding verification of benefits and claims status for medical, dental, vision, and pharmacy claims. - Engage with providers' disputes by sending it back to the claims department by creating a work item together with the research documents based on the member’s benefit plan and provider’s contracted account information. - Assists providers with their credentialing status and application.- Sends out correspondences to providers and perform outbound calls if needed when reviewing claims and plan documents.

Mandaluyong City, Philippines

As a Customer Service Professional and Technical Support Representative - I act as a liaison to provide products and services information, effectively respond to queries, and resolve any emerging problems that our customer accounts might face while using the products and services with accuracy and efficiency. Ensure excellent service standards are met and maintain high customer satisfaction.- Handle customer complaints with their technical problems. Provide appropriate solutions and alternatives within the SLA.- Follow up to ensure resolutions are provided promptly.- Keep records of customer interactions, process customer accounts and file documents.- Follow communication procedures, guidelines and policies. Take the extra mile to engage customers.- Assess customers current subscriptions and services and offer comprehensive bundle for upgrade based on their actual needs. - Mainly answers inbound calls on a shifting schedule. - Provides quality technical support assistance to customers and service personnel who are having problems using the company's products and services. - Responds to customer inquiries of technical or complex in nature by following the standard operation procedures based on the company’s technical support policies to resolve issues. - Sell product and competitive services and features thru assessing the customer’s needs. - Promote and suggest alternative products and services that will fit the customer’s needs. - Activates new accounts. Perform upgrades, downgrades, transfers and reconnects of service. - Answers basic to complex billing questions, deals with non-payment scenarios and process payments.