Yancy Kline Loren Halasan Email & Phone Number

• Ensuring resource allocation, attendance, effective achievement of KPI’s and planning activities
• Ensure all the Service Level Agreement we're able to achieved
• Build and maintain relationships with stakeholders to ensure high levels of customer service and support for all queries.
• Oversee incident, problem, and change management processes within the team, ensuring timely updates and resolution.
• Manage and delegate tasks effectively to team members, ensuring motivation and support for project delivery.
• Provide technical support and ensure proper handover of completed work to customers or IT teams with necessary documentation.

• Infosys BPM – Technical Process Specialist – JL3A April 2021 – PresentTechnical Process Trainer (Service Desk Trainer)[June 2022 – May 2024]
• Develop and deliver effective training programs for service desk personnel.
• Create training materials and documentation for ongoing support and reference.
• Conduct assessments to measure team members' proficiency and identify areas for improvement.
• Collaborate with leadership to address training gaps and implement solutions.
• Stay updated on technology changes to ensure training content remains current.

BGC

• Devised solutions to operation issues related to Google HardwareSystem and Android Platform, working closely via phone, email,chat and web teleconference
• Trained as Universal Agent to assist all Google Issues specially on Google Pixel Phone Devices

MDC, Eastwood, Quezon City

Has program required advance skillset to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.Windows.