Wilfred Isla Email & Phone Number

Valenzuela, Ncr, Ph

Makati City, Philippines

• Update and maintain the SalesForce.com database as required for CRM releases• Coordinate with the Development team to ensure critical release changes are deployed and working as expected• Assist in scheduling CRM release activity and other Dev Ops tasks • Capture Quality Assurance/feedback from all delivered activity• Coordinate directly with stakeholders to ensure release and change activity is performed in an accurate and timely manner• Perform Salesforce refreshes and new sandbox creation and maintenance tasks as required• Attend SalesForce.com CRM meetings across the business as a representative of the Dev Ops team as required• Assist in the release and maintenance documentation related to the CRM systems• Provide technical and training support for other SalesForce.com Dev Ops personnel• Be the first and single point of contact on all SalesForce.com CRM release related matters

Philippines

- Perform ongoing system administration (maintaining user roles, security settings, profiles, workflow rules and data integrity).- Work with sales, marketing, service, operations, and finance teams to ensure proper reporting is in place.- Manage dashboards, reports, forms, templates, custom objects, object relationships, fields and layoutsHelp drive end-user adoption of Salesforce through documentation, support and training of new and current employees.- Establish and maintain data quality through daily/weekly/monthly/quarterly reporting. Salesforce.com user administration tasks, including access management, permission sets, role assignments and profile management, etc.- Provide first-level support to the sales, marketing, service, finance and operation teams, including issue identification and issue resolution/escalation.- Design and implement custom objects and advanced functionality, based on project roadmap and strategic initiatives.- Evaluate and implement third party solutions and app exchange packages based on project need or business request.- Identify and evaluate new features and functionality related to the Winter, Spring and Summer release management schedule provided by Salesforce.com- Completes all special projects and other duties as assigned.- Follow the company Code of Ethics and policies and procedures at all times.

Rizal Commercial Banking Corporation, Makati, 1200 Metro Manila

The Functional Consultant is a CRM Consultant who will participate in billable customer projects to implement CRM solutions specifically for Salesforce.com. Consultant will provide business processes expertise and application configuration expertise.- Act on a consulting role on assigned projects.- Provide in depth application and business consultation in targeted processes- Analyze customers' business requirements objectives- Develops business processes to meet customers' business needs- Prepare weekly status reports and client project management - Work as an integral part of the project team - coordinating activities with project manager and working with customer and team members of all levels.- Reports Directly to the Senior Consultants and Project Meneger for CRM-related activities- Supports the sales team during pre-sales phase until such time a sale is won- Assist the Senior Consultant in scoping activities with clients in order to determine functional, technical, development,and integration requirements- Performs end-to-end project management for simple and medium-complexity projects- Documents client's CRM Requirementsfrom workshops and discussions - Assist in training and preparation for CRM implementation- Spearheads innovation and improvement for internal CRM implementation for IP Converge Data Services Inc. (IPC)

Science Hub 3, Mckinley Hill, Taguig City

• Product Support Engineer – Admin (Salesforce.com)• Provide hands on functional and potentially networking troubleshooting, feature explanation, and best practice guidance to assist Salesforce customers during critical and time sensitive situations• Manage highly visible, global and strategic, Enterprise cases and ensure 100% Customer Satisfaction• Provide prompt and clear resolution to technical challenges and business issues that have been escalated• Lead the resolution of critical technical issues• Provide effective and timely communication about case status to Tier 2 and Salesforce Management• Identify, develop and execute training/ education gaps or challenges• Advocate customer’s priorities internally within Salesforce• Serve as a Subject Matter Expert (SME) in the Usability Skill Group

Eastwood City Libis, Quezon City

• Global IT Helpdesk / Remote Computing Service Desk Analyst • Providing high level technical support and training for our internal/external global client applications and infrastructure services, including user support of custom business applications, troubleshooting of technical problems• Response to user requests and incident/problems via online/phone/email and log them into service desk application according to establish procedures• Provide first and single point of contact (SPOC) for global end users pertaining to new/previously reported IT issues and resolutions to increase productivity• Providing Remote Assistance to users that are remoting from home to their office machines via VPN Connection (VMWare)

• Senior Mobile Technical Support • Providing assistance to customers encountering technical difficulties on their Mobile Handset (Internet Connection/Setup, Coverage Issues, other Handset features) • Full Support on all Blackberry Handsets (e.g. Tethering, Email Configuration, Blackberry Enterprise Server/ Individual Service (BIS/BES) Support and Troubleshooting), Full Support on all Iphone/Ipad (e.g. Tethering, Email/Data Configuration, Itunes, Installations, Connectivity) • Subject Matter Expert (SME) Providing assistance to New Hire agents before Production (Coaching, Admin Work, Product Knowledge)

Philippines

• Customer Interaction Associate level 1• Providing resolutions to Client concerns regarding their Account (e.g. Residential Line & ADSL)• Responsible for Billing, Sales, Order Processing (Residential Line & ADSL), Promoting TELUS Products • Escalation Manager• Case Manager (Product Studio)• Specializes in monitoring Product Studio Escalation BUGs • XBOX Service Centers and Microsoft Point of Contact• XBOX US/UK Tier 2 Escalations• Taking Escalation Calls from Level 1 to address customer concerns, advanced Troubleshooting/customer retention • XBOX Customer Care Agent/Chat and email support (Level 1)•Taking calls/answering live chats from Customers regarding inquiries and issues woth their XBOX xconsole and basic troubleshooting• Answering Emails/Chat regarding Technical concerns, inquiries about XBOX

Boracay Island

• Perform tasks, such as setting up tables, removing used dishes and preparing simple dishes• Serve as the main point of contact for customers

Undergraduate, Computer System And Network Technology

Undergraduate, Bs Management