Ralph Lawren Diongco Email & Phone Number

Calabarzon, Philippines

Philippines

• Meet with technicians regularly to discuss goals and challenges.
• Provide high-level technical guidance to technicians.
• Mentor and Assess the skill levels of technicians to identify training opportunities and professional improvement plans.
• Complete annual technician reviews and participate in the hiring process.
• Strategically allocate resources to meet short-term and long-term operational objectives.
• Act as a single point of contact for escalations and allocate resources with appropriate skills/experience.

Philippines

• Adhere and ensure the Service Desk team is compliant with the standard operating environment (SOE) upon delivery of technology devices, onboarding and offboarding processes
• Communicate processes and procedures verbally and in writing
• Responsible for meeting the established operational Service Level Agreements (SLA), team KPI metrics and customer service channel metrics for voice, chat, and the ticketing system and reported back to the ICT Service.
• Responsible for day-to-day activities of the team like training team members and monitoring performance progress towards goals
• Developing and implementing strategies for continuous improvement to achieve goals
• Manage flow and coordinate the processing of incoming and outgoing calls, tickets, and chats

Northgate Cyberzone, Alabang, Muntinlupa City

• Accountable for major incidents and complete operations during the shift
• Owner for the entire user life cycle and ensure extremely proactive customer communications, manage and resolve incidents, engage Problem Management team to reduce recurring issues.
• Responsible to ensure that all teams in shift are in complete compliance to standards, processes and work instructions as applicable when handling incidents, change requests, reporting and during other activities.
• Responsible to guide teams to expedite the resolution for long pending and escalated cases and work with the peer groups (Incident Managers, Service Managers, Level 3 etc) to manage the customer satisfaction.
• Mentor the Level 1 Service Desk technicians during troubleshooting of complex issues. Responsible for identifying permanent fixes and workarounds for known errors and unresolved complex issues

• Major Job Duties:
• Client/Customer/People Management Forecasting and Planning
• Manage the daily team activities and ensure the daily operations run smoothly.
• Drive Team adherence and manage monthly scheduling.
• Manage key business metrics like SLA's.
• Run reports & conduct a thorough analysis of SLA misses.

NCR - National Capital Region, Philippines

• Major Job Duties:
• Monitor compliance with, and the effectiveness of, HR security. This would include the generation of adhoc, monthly and yearly data-entitlement reports.
• Participate in corporate initiatives to ensure multiple ticketing processes align with one another.
• Ensure that HR meets the information security and data standards for inter-operability with other functions.
• Act as focal point for HR information security integrity.
• Provide advice and guidance to HR partners on issues which affect HR data and information ownership.

NCR - National Capital Region, Philippines

• Major Job Duties:
• Respond to emails sent to different Notes databases
• Adhere to the agreed turn-around time on all processes
• Develop/improve process flowcharts and job aids
• Prepare weekly reports
• Attend client-set conference calls

NCR - National Capital Region, Philippines

• Major Job Duties:
• Ensure that all customer problems are properly identified by asking leading questions
• Give support to customer’s by giving the needed information using available resources
• Assist customer’s by identifying their problem and coming up with a resolution (may involve escalation)
• Ensure that all important details to resolve the problem are asked from the caller
• Provide a log number for the enrolments and customer requests processed and submitted which will be used as a reference.