Technical Leader | Optimizing Systems, Driving Data-Backed Results
Cavite
A versatile Operations and Technical Leader with over a decade of proven success in driving peak performance across Telecommunications, IT Enterprise, and Shared Services sectors. Experienced in bridging the gap between high-level business intelligence and frontline delivery, transitioning seamlessly from a Tier-2 Technical Expert into Analytics and Operational Management
Australian Company , full_time
Jun 2025 to Present
Managed end-to-end Xero invoicing, payroll, and complex NDIS bulk portal claims (PRODA) with strict compliance and clearing account reconciliations. Xero L1 and L2 Certified.
RMS Collect Phils. Inc, full_time
Jan 2021 to May 2025
• Monitoring Team Metrics (KPIs) – Tracking and analyzing real-time statistics like Average Handle Time (AHT), First Contact Resolution (FCR), and Customer Satisfaction (CSAT) scores, etc. • Escalation Support – Serving as the highest point of authority on shifts to handle complex billing disputes, advanced technical failures, or severely frustrated customers. • System and Tool Auditing – Ensuring the team uses designated platforms and account modification software strictly according to security protocols to prevent fraudulent or unauthorized changes. • Quality Assurance (QA) Evaluations – Listening to recorded customer calls and evaluating live call interactions to score staff behavior and ensure adherence to updated quality guidelines. • Coaching and Development – Conducting weekly one-on-one sessions with reps to improve their upselling techniques, technical troubleshooting abilities, or overall performance. • Policy Enforcement – Ensuring all employees remain fully compliant with wireless regulatory laws, privacy acts (like CPND), and internal codes of conduct.
ADP Philippines, full_time
Mar 2020 to Jan 2021
• Performing ROI assessments – Conducting cost-benefit and Return on Investment (ROI) analyses for new operational adjustments proposed by leadership. • Tracking operational KPIs – Monitoring real-time team milestones using advanced business intelligence applications. • Finding process bottlenecks – Running end-to-end data analysis on how client problems are handled to reduce processing backlogs and lower turn times.
RMS Collect Phils. Inc, full_time
Jun 2018 to Jun 2019
• Network & Connectivity Troubleshooting – Diagnosing signal issues, fixing network registration by Pushing Over-The-Air (OTA) updates, refreshing network signals, and updating Access Point Names (APN) settings. • Device & Hardware Configuration – Activating, transferring, and troubleshooting digital eSIM profiles or physical SIM cards across diverse operating systems (iOS and Android); Guiding customers through safe mode boots, software updates, master resets, and application crashes; Assisting with wearable activations (Apple Watch, Galaxy Watch), SyncUP DRIVE trackers, and Bluetooth pairing. • Case Management & Tools – Operating network mapping software, billing platforms, and device databases to pinpoint exact points of failure. Escalating network tickets: Documenting localized dead zones and routing formal ticket escalations to field engineers for physical tower inspections.
Convergys, full_time
Aug 2013 to Jan 2017
• Resolving OS Malfunctions – Diagnosing Blue Screen of Death (BSOD) crashes, boot failures, and Windows Update errors • Managing Remote Connections – Taking control of end-user computers globally using Quick Assist or remote desktop protocols to repair settings directly. • Fixing Peripheral Compatibility – Troubleshooting broken device drivers, network printer drops, and internal hardware detection errors. • Troubleshooting M365 Core Apps – Resolving syncing glitches in OneDrive, permission bugs in SharePoint sites, and communication drops in Microsoft Teams. • Configuring Cloud Security – Setting up Multi-Factor Authentication (MFA), monitoring security alerts, and adjusting Exchange email filtering policies to block phishing attempts • Active Directory Administration – Troubleshooting user domain authentication, Group Policy Object (GPO) mismatches, and organizational unit access. • Resolving Connectivity Issues – Diagnosing DNS drops, local area network (LAN) offline status, and faulty corporate VPN tunnels. • Handling Ticket Lifecycles – Tracking, scheduling, updating, and documenting client cases within internal ticketing systems • Creating Technical Documentation – Writing step-by-step troubleshooting articles for internal repositories or consumer-facing self-help databases. • Escalating Complex Code Bugs – Routing deeply rooted software flaws o
Hindujah Global Solutions LTD , full_time
Aug 2012 to Aug 2013
• Explaining copays and deductibles – Walking members through their out-of-pocket costs, maximum limits, and coinsurance responsibilities. • Verifying provider networks – Helping members confirm if a specific doctor, hospital, or specialist is in-network or out-of-network to avoid unexpected bills. • Processing claims – Tracking the progress of submitted medical claims and explaining why a claim was paid, denied, or partially covered.
Telus International Philippines, full_time
Jul 2011 to Aug 2012
• Billing & Financial Inquiries – Investigating billing discrepancies, processing payments, Walking customers through their monthly invoices. • Basic Technical Support – Resolving issues related to connectivity and guiding users through setting up devices • Sales & Customer Retention – Pitching / Recommending value-added services, smart home technology integrations, or premium features tailored to customer needs.