Nico P. Email & Phone Number

Victoria, British Columbia, Canada

Publish schedule for the agents based on the operational needs.Payroll AdministrationReintroduction of inventory management to internal processes that helped keep track of resources vital to the operations.Internal auditing of flights on the operations to ensure proper billing.Generation of reports and analysis of trends on attendance and inventory.Assisting in hiring process and ensuring smooth orientation, transition and training for new hires.

Victoria, British Columbia, Canada

Supporting the store management team in the delivery of consistent and high quality customer service for both internal and external customers.Providing weekly updates on objectives and identifying any issues or opportunities pertaining to customer service, service area compliance and scheduling.Incorporating sales information to drive sales for given area of responsibility which includes all frontline features, fixtures and jewelry; oversees Fitting Room processes.Ensuring accuracy and quality of all service area transactions as well as ensuring all service areas are properly maintained and “ready for business” on a daily basis.Training Associates on how to use registers, equipment, functions performed at the service desk area as well as the policies associated with each service area.

Metro Manila, National Capital Region, Philippines

Maintain the overall support ecosystem through technical expertise and consultation in the configuration and administration of :Effectively triage and resolve issues escalated by support agents through CRM platform UI and internal stakeholders. Master the CRM admin platform and confidently make technical changes with minimal support.Provide trusted advice to critical stakeholders across orgs about the correct implementation for them to satisfy their service requirementsOwn end-to-end projects of CRM tool updates for service teams in terms of stakeholder management, issue scoping, solution design, technical implementation, comprehensive scenario testing and ongoing maintenance.Engage with critical stakeholders across multiple orgs like Eng, sales & service teams, product expert teams, to ensure smooth deployment of critical project tasks, new launches, and to resolve global issues faced by service teams.Understand service teams setup and proactively offer practical technical resolutions with a positive attitude. Offer additional tips, best practices and workarounds, related to their setup, whenever possible.Execute business as usual (BAU) functions (e.g. issue triage, troubleshooting and CRM infrastructure maintenance)Complete end to end testing in a controlled test environment to identify root cause and verify prior to publishing changes in the production environment. Provide detailed process documentation for tests and changes for stakeholders.Maintain state-of- the-art subject matter expertise (SME) on existing and planned technologies, including related products and services.

Manila, National Capital Region, Philippines

Basic Administrative Functions including user maintenance modification of page layouts, generation of reports and dashboards, creation of new fields;Requirements gathering for enhancements, application of changes to the system, and implementationEvaluating and installing new Salesforce releases, as well as providing training and support.

Manila, Philippines

IT Project Delivery and ImplementationIntroduces procedure manual for follow up to clients and internal employees which led to a systematic increase in documents delivered on time; Introduces procedure manual for project prioritization which increased visibility of projects from the management, department head and other PMs; Trains other departments with the Project Management standards to achieve uniformity;Fills in Business Analyst position when needed for a continuous delivery and coordination of projects.

Philippines

Led a team in delivering weekly minor updates to the system which met the KPI mandated by the client; Managed tickets and provided support in resolving daily system issues via ServiceNow resulted to good client satisfaction. Managing of ticket systems, and providing support in resolving of daily system issues via ServiceNow.Providing support to users queries and issues for all technical matters related to the SAP system and ticket.Conducted Developmental Testing, Unit Testing, Integration Testing and User Acceptance Testing (UAT).Transport SAP development changes to the production line (Development/QA/Production systems).Partner with internal back office and external clients for any ticketing inquiries, configurations, and requests.