Nerlene Mae Davis Email & Phone Number

Philippines

Results-driven IT Service Delivery Manager with over 8 years of experience in managing IT services and driving operational excellence. - Adept at aligning technology solutions with business objectives to enhance service quality and customer satisfaction. Proven track record in leading cross-functional teams, implementing ITIL best practices, and optimizing service processes. - Skilled in stakeholder engagement, project management, and continuous improvement initiatives. - Passionate about leveraging technology to deliver innovative solutions that meet client needs and enhance user experiences.

Cebu, Central Visayas, Philippines

As the sole lead for the service desk team in Cebu, my responsible for overseeing and leading a geographically dispersed team that provides technical support and customer service to clients worldwide.- Coordinate and manage teams of service desk professionals working across multiple time zones, ensuring seamless service delivery 24/7.- Develop and implement service desk strategies, policies, and procedures to maintain a high level of customer satisfaction and meet or exceed service level agreements (SLAs).- Lead and mentor the global team, providing guidance, training, and performance evaluations to enhance their technical skills and customer service abilities.- Collaborate with other departments and teams, including remote teams, to ensure effective incident and problem management, achieving rapid issue resolution and minimal customer impact.- Manage resource allocation, workload distribution, and scheduling to ensure optimal coverage and responsiveness.- Monitor and improve the knowledge base, creating and updating documentation to facilitate quicker issue resolution and ensure consistent service quality.- Identify areas for process improvement, implement best practices, and optimize workflow to enhance overall efficiency and effectiveness.- Serve as the primary point of contact for global clients (Chat), maintaining strong and transparent communication to address their evolving needs and priorities.

Cebu, Central Visayas, Philippines

Application Used: Verint , Verint Forms Designer, Service Now, Confluence, Active Directory , MS Office Tools, Remote Assist and Citrix Workspace- Spearheaded the establishment of the pioneer service desk account for the largest Australian client at Wipro, ensuring seamless onboarding and transition.- Developed and updated knowledge database, providing valuable resources for the service desk team to resolve complex issues efficiently.- Led a dynamic service desk team, fostering a collaborative and performance-driven work culture, resulting in improved customer satisfaction and productivity.- Implemented service desk best practices and KPIs, consistently exceeding SLAs and quality benchmarks.- Collaborated with cross-functional teams to identify process improvement opportunities, resulting in increased efficiency and cost savings.- Assisted in conducting regular training and development programs for team members to enhance technical and soft skills, resulting in a more skilled and motivated workforce.- Acted as the primary point of contact for the client for CEBU and Quality Team, maintaining strong and transparent communication to understand their evolving needs and priorities.-Managed resource allocation, workload distribution, and performance evaluations to ensure the highest level of service quality.- Oversaw incident and problem management, facilitating prompt issue resolution and root cause analysis.- Prepared and presented regular performance reports to senior management, providing insights into service desk performance and areas for improvement.

Bohol, Central Visayas, Philippines

Application Used: Jira, Chromebook and Chrome OS, Windows, PDQ Deployment, Active Directory, Putty, Remote Desktop, Salesforce and OKTA• Receives and responds to workflow requests in the form of trouble tickets through the Remedy ticketing system.• Spots problem trends as they emerge. Reduces overall numbers of problems through effective root cause analysis and long term fixes.• Performs installation, relocation, troubleshooting, repairs and preventative maintenance of desktop devices and software applications.• Organizes and addresses assigned tickets in appropriate priority order.• Drives site level implementations of new pc hardware, application rollouts, and client specific ramp activities as it relates to the desktop.• Supports corporate I.T. as “the hands” at the site to address issues with voice and data infrastructure.• Analyze, evaluate, and prioritize workload of pc techs in your region.• Accountable for all pc support delivery quality for assigned region.• Responsible for IT inventory/asset management for assigned region.• Responsible for developing site level standard operating procedures and supporting documentation

Tagbilaran City, Bohol

- Participates in the design of call monitoring formats and quality standards. - Performs call monitoring and provides trend data to site management team. - Uses quality monitoring data management system to compile and track performance at team and individual level. - Coaching session with CSA representatives that needs improvement on product and behavioral hygiene.- Participates in customer and client listening programs to identify customer needs and expectations. - Provides actionable data to various internal support groups as needed. - Coordinates and facilitates call calibration sessions for call center staff. - Provides feedback to call center team leaders and managers.- Prepares and analyzes internal and external quality reports for management staff review.- Gather and Analyse Data for Operation Department

Region Vii - Central Visayas, Philippines

- Teaches basic computer education to Elementary and Highschool Department- Focuses on Basic MS Office and Graphics Design Module 4- Manages the team of Part-Time teachers on their daily teaching load and DTR

- Oversee and lead a team of SEO specialists responsible for optimizing website content, structure, and performance to improve organic search rankings.- Develop and implement SEO strategies, including keyword research, on-page optimization, technical SEO, and link-building campaigns, to enhance online visibility and drive organic traffic.- Analyze website performance using tools like Google Analytics, Google Search Console, and SEO platforms to identify opportunities and issues, creating data-driven action plans.- Monitor industry trends and search engine algorithm updates to adapt and improve SEO strategies accordingly.- Collaborate with content creators, web developers, and marketing teams to ensure SEO best practices are integrated into the website and content production processes.- Conduct SEO audits and provide recommendations to improve website performance, on-page optimization, and user experience.- Track, report, and present key performance metrics, including organic traffic growth, keyword rankings, and conversion rates, to senior management.- Manage SEO budgets, allocate resources effectively, and maintain an efficient workflow to meet project deadlines.- Stayed current with industry best practices and emerging SEO trends, constantly seeking opportunities for innovation and improvement.- Foster a collaborative and knowledge-sharing environment within the SEO team, providing training and mentorship to enhance team members' skills and performance.

Philippines

- Establishes Web project scope by studying strategic business drivers; discovering and validating business and technical requirements and parameters; obtaining input from subject-matter experts; examining and recommending changes to current business practices; developing and writing proposals.- Develops Web solution by formulating objectives; planning project life-cycle deliverables and resource availability and application; preparing installation and modification specifications; leading the exploration, evaluation, and design of technical solutions.- Implements Web solution by monitoring project progress; tracking action items; conducting design and implementation reviews; examining, researching, and resolving issues; escalating issues to appropriate authority; responding to team members' concerns; coordinating requirements with interested departments.- Assures quality Web solution by developing and completing test plans; maintaining project and technical documentation.- Accomplishes work requirements by orienting, training, assigning, scheduling, coaching employees; following production, productivity, quality, and customer-service standards; identifying work process improvements.- Provides project status reports by collecting, analyzing, and summarizing data and trends.- Updates job knowledge by tracking technology and project management advances; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.- Managed the website development team (Web Developer and SEO Team)

Application Used: Citrix Workspace- Diagnosed hardware and software failures and resolved technical issues- Troubleshoot hardware issues and worked with service providers to facilitate repairs. - Provided base level IT support to company corporate personnel. - Resolved customer complaints and concerns with strong verbal and negotiation skills. - Maintained composure and patience in face of difficult customer situations. - Built and maintained successful relationships with service providers, dealers and consumers. - Assisted customers with technical issues via email, live chat and telephone. - Assisted SME (Subject Matter Expert) in generating and checking common issues on computers- Building/Modifying desktop on clients specification

Doctor Of Law - Jd, Law

Bachelor'S Degree, Information Technology

Advance Diploma In Computer Studies, Intermedia/Multimedia

Doctor Of Law - Jd, Law