Engagement Coordinator (PMO - VMS) | Technical Support Representative
Metro Manila
Experienced VMS Support and Technical Support professional with 10+ years of experience across vendor management, customer service, technical troubleshooting, and operational support. Skilled in supporting clients, contractors, vendors, and managers through ticketing systems and phone-based assistance. Experienced in Vendor Management Systems (VMS), contractor onboarding, access troubleshooting, timesheet coordination, system updates, issue escalation, and client support. Proficient in Beeline, SAP Fieldglass, JIRA, Zendesk, Salesforce, Microsoft Office, Canva, and WordPress. Recognized for strong problem-solving, communication, attention to detail, and customer-focused service.
Pontoon Solutions Inc, full_time
Aug 2024 to Apr 2026
• Prepared draft client letters and documentation requested by vendors on behalf of their contractors. • Maintained and updated manager assignments, cost centers, mail codes, and other contractor information within the Vendor Management System. • Created support tickets for contractors experiencing system access and account-related issues. • Coordinated with vendors and managers regarding outstanding contractor timesheets and provided timely reminders for submission. • Responded to client inquiries through support tickets and phone calls, providing accurate and timely assistance. • Coordinated requests with the Managed Service Provider (MSP) for required changes and updates within the Vendor Management System. • Assisted the Compliance Team with contractor onboarding and the processing of required information within the VMS.
N-Pax Systems and Consulting, full_time
Nov 2022 to Jul 2024
• Provided client support through phone calls and ticketing systems, addressing system and user-related concerns. • Investigated and identified issues involving Vendor Management System configurations and user access. • Troubleshot client concerns and determined the appropriate resolution or escalation path. • Escalated VMS-related issues to the appropriate teams, including Finance, Reporting, Integration, and Configuration Teams. • Maintained clear and accurate documentation of client concerns, troubleshooting steps, and escalations
Alorica, full_time
Apr 2018 to May 2022
• Provided technical support to customers through phone-based assistance. • Troubleshot LG mobile phones, washers, and dryers, identifying issues and guiding customers through appropriate solutions. • Coordinated service dispatches when on-site technical assistance was required. • Provided customers with accurate product warranty information and support. • Delivered professional customer service while handling technical concerns and product-related inquiries.
Total Peripherals Group, full_time
Sep 2016 to Mar 2017
• Provided technical support to customers through phone-based assistance. • Diagnosed and resolved internet connectivity and service-related issues. • Guided customers through troubleshooting procedures to identify and resolve technical problems. • Coordinated service dispatches for issues requiring on-site assistance. • Maintained a customer-focused approach while resolving technical concerns.
Convergys, full_time
Jun 2015 to Aug 2016
• Provided technical support and customer assistance through phone calls. • Troubleshot internet connectivity and service-related concerns. • Remotely installed and configured McAfee Antivirus on customers' computers and laptops. • Assisted customers with internet speed upgrades and related service requests. • Coordinated technical service dispatches for concerns requiring on-site support. • Delivered clear instructions and professional customer service throughout the troubleshooting process.