Arlene Guevarra Trinidad

Contact Block 13 Lot 16 Lessandra Subdivision, Baranggay Kaypian, City of San Jose del Monte, Bulacan (3023) Philippines Block 980B #14-85 Buangkok Crescent Singapore- / - (Mobile)- www.linkedin.com/in/arlenetrinidad- (LinkedIn) Top Skills Customer Service Technical Support SAP Certifications IT Information Library Foundations Certification (ITIL) Arlene Trinidad Technical and Customer Services Executive Summary Profile - Experienced in using different kinds of CRM applications, Oracle SCM, Softphone, Siebel, Legacy Systems, Sales Tools, POS, Monitoring Tools, Business Objects reporting, ServiceNow IT Service Management, SAP for production, sales, inventory and analysis, etc. - Highly knowledgeable in troubleshooting and supporting various issues in Microsoft Operating Systems, familiar and can also use MAC OS - Can guide various customers through chat, email, phone, remote desktop and hands on troubleshooting and using MS Office Applications. - Highly knowledgeable in troubleshooting Desktop and Laptop Hardware and Software Computer issues. - Can do different types of admin and office works - Experienced in managing incidents and generating different kinds of reports that needs to be organized and liaised to the global/local customers/management team. - Key contributor to increase sales and profit and experienced customer service provider for a technical environment and Semiconductor industry. - Can handle multiple tasks and can work under pressure with good judgment in prioritization and handling difficult customers while maintaining the best customer experience. - Played key role in providing high level of escalations to ensure total customer satisfaction - Results and service oriented, dependable and can easily adjust in fast-paced environments. - Can work in rotating shifts. - Team player committed to excellence but can work independently or with minimum supervision. Page 1 of 6 Experience NCS Group Customer Services Executive June 2014 - October 2019 (5 years 5 months) Singapore Customer Services Executive > IT Procurement Analyst for Managed Services > Onboarding Engineer - Ensure smooth and timely implementation of projects’ data centre onboarding - Prepares knowledge transfer processes with clients during the onboarding process, assisting in tool deployment, creation of support documentation and process, coordination between internal and external resources to ensure a successful onboarding experience and handoff to the remaining Support Teams. - Maintain internal and/or client-facing documentation, as assigned. - Escalate unresolved issues to internal organizations within pre-determined timeframes, based on contractual obligations, on a client-by-client basis. - Communicate with all parties in a constructive manner to guarantee customer expectations are met. - Continually seek opportunities to increase customer satisfaction and deepen customer relationships - Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc. - Provides assistance for IT services procurement, sales and subscription inquiries - Assist in sales and quotation requests, proposals, submissions and order preparations - Facilitate activation and tracking of IT Services such as LAN & Server management, maintenance and monitoring - Tracks and arrange analysis of service desk calls and service request utilizations - Monitors monthly activity and usage of offsite storages for multiple agencies - Organize and manage the entire projects’ monthly progress report - Facilitate material updates, presentations and briefing for IT and chief executives as well as internal operation and project managers - Administer requirements for audits, waivers, credits, third party vendor procurement and rentals Page 2 of 6 International Rectifier Customer Service Administrator - Order Admin Assistant July 2010 - March 2014 (3 years 9 months) Singapore Customer Service Administrator Order Admin Assistant • Worked in a manufacturing company as a back end customer service administrator • Uses SAP ERP 2 System, Right Now CRM applications and Vision Legacy systems • Responsible with the account management for specific EMSI, Distributors and OEM customers • Manage the best-fit supply chain model to meet customers' requirements • Establishes and develops relationships with key customer purchasing and decision makers to gain preferred supplier status • Provides Post Sales and Post Shipped support • Order Management & Demand Fulfillment • Customer information maintenance • Business objects backlog and shipment report • Order entry, changes, acknowledgement, Electronic Data Interchange processes • Manages RNT (Right Now Technology) mail & error resolution and delivery expedites • Maintains Comergent, Customers’ SAP, Oracle SCM and Portal Admin • Pricing maintenance • Maintains Customer forecasting upload and computation • Shipment tracking and documentation support • RMA (Return Material Authorization) • Liaise Non-Return Credit Entry & Approval • Audit compliance support/coordination Emerio Technical Support Specialist for Dell Asia Pacific August 2008 - March 2010 (1 year 8 months) Malaysia • Uses CRM application and DellServ in managing cases • Assist both consumer and enterprise customers via phone and email • Responsible for 2nd level support and escalations • Facilitates training and coaching Page 3 of 6 • Tracks status of part replacements and service call fulfillment • Monitors service request backlogs and escalated issues • Assists ground operations team for parts availability • Reissuance of service request for any missed support • Call customer to ensure that all steps were completed and if issue is resolved • Responsible for creating scripts and spills for the team • Responsible for updating troubleshooting guides • Manages service request reporting and data analysis for training and coaching purposes Dell Senior Technical Support Assistant April 2007 - April 2008 (1 year 1 month) Philippines • Provided first-level technical support on basic operational or maintenance of a personal computers and /or peripherals using documented procedures and available tools. • Communicated technical information, concepts, and solutions in a professional and friendly manner that establishes, maintains, and improves the relationship with the customer • Analyzed and developed workarounds to difficult problems in a timely manner • Advised/educated customers within procedural guidelines to ensure a complete solution to their technical or service questions. • Completed required product training modules on time to remain competent of current technology offerings. • Performed peer coaching to assist colleagues in achieving the best Customer Experience in every call. • Spearheaded the campaign for DCSE certification Alorica Philippines, Inc. Technical Support Representative September 2004 - February 2006 (1 year 6 months) Philippines Technical Support Representative (Gateway Computers, Consumer) • Provided effective and consistent technical support. • Research technical solutions • Create and track customer service requests. Page 4 of 6 • Reduced stress levels of customers by adopting a cooperative attitude and positive approach to every task and assignment. • Initiated a tracking system to monitor customer issues and resolution rates • Provided technical assistance to fellow agents as part of floor walking tasks • Assisted the team leader in monitoring and evaluating calls and handling escalations via the management queue • Assist the company to carefully select new technical support representative Jollibee Foods Corporation Cashier/Service Crew/Sales and Marketing Assistant April 2001 - May 2002 (1 year 2 months) • Initially worked as a cashier to manage order taking, placing and receiving of payment in an accurate manner • Promoted as a Sales and Marketing Assistant who manages all arrangements required for a kid’s party including design and hosting, ticket selling for kids to participate in pre-arranged workshop, assist kids with their exploration to arts & crafts organized by the company ACA Video Cashier and Store Assistant June 1999 - November 2000 (1 year 6 months) • Worked as a cashier and store assistant that manages incoming and outgoing order/transactions of video sales and rentals • Ensure that the store is well kept and organized according to what we have in the system. VIVA - Video City Cashier and Store Assistant August 1997 - November 1998 (1 year 4 months) • Worked as a cashier and store assistant that manages incoming and outgoing order/transactions of video sales and rentals • Ensure that the store is well kept and organized according to assigned rack/ number • Assigned to decorate the store to attract customers to purchase and sign up for membership • Responsible to promote the latest updates or sales released by the company Page 5 of 6 Education University of the East Bachelor's Degree, Computer Engineering · (1997 - 2004) Manila Central University Secondary Education · (1993 - 1997) Page 6 of 6