Cristina Mendoza

Cristina L. Mendoza Subd. Pasong Camachile Gen. Trias Cavite City. Phase 12 Block 100 Lot 24 Wellington Place-- SUMMARY A highly motivated IT professional with 10 years of experience in customer service and IT industry. Seeking a position in an IT company to utilize my technical and management skills for achieving the target and developing the best performance in a company. I would like to implement my innovative ideas, skills and creativity for accomplishing projects. TECHNICAL SKILLS Software management, deployment and installation. Network troubleshooting. Account access management. Experience in remote systems such as Dameware, TeamViewer, OCS and RDP. Exposure to: Exchange, Outlook Web Access and Office365. WORK EXPERIENCE Microsoft Home based Outlook.com Support May 2017 – August 2017 Role: Acted as the ticket gateway manager for all Outlook.com issues via different channels. Assisted modern consumers with technical concerns regarding Microsoft products and services. Managing voice, email and chat SLAs. Iqor Philippines AVP – Team Manager May 2016 – May 2017 Role: Managing 15 Call Center agents, average handling time, and attendance metrics, and other metrics relevant to the goals of the Line of Business. Assisting with the development of policies, processes and reports relating to Team performance. Performance management, including dismissal of underperforming staff in line with company policy. Providing regular one-on-one coaching sessions for performance and career development. Providing side-by-side coaching based on Y-jacking or remote monitoring. Completing daily/weekly/monthly reports outlining individual and/or team performance. Tracking and reporting staff salary and commission, including payroll. Ensuring team morale and job satisfaction is maintained. Responding to escalated phone or email based enquiries. Vestas Shared Services Philippines IT SupporterOctober 2015 – May 2016 Role: Provide a single point of contact for business end users in need of IT Support. Also provide high-quality support, i.e. short response time to callers and high resolution rate. Xerox Business Services Philippines Inc. IT Helpdesk Analyst May 2013 – October 2015 Role: Applied a broad, working knowledge of information technology products and services to more complex assignments and assisted less experienced staff in the application of technical concepts, practices and procedures. Oversaw and coordinated with quick-response customer support team and interfaced with clients (over the phone) to troubleshoot, analyze and diagnose more complex issues and engage appropriate technical resources to resolve client issues. Convergys Philippines Team Leader February 2011 – April 2013 Role: Developed a strategy the team will use to reach its goal Provided any training that team members need Communicated clear instructions to team members Listened to team members' feedback Monitored team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed Managed the flow of day-to-day operations Created reports to update the company on the team's progress Distributed reports to the appropriate personnel Technical Support Rep IV / SME January 2010 – February 2011 Role: Assisted customers with anything from basic to advanced troubleshooting related to their mobile service. Provided functional and technical guidance to less experienced staff. Coached and helped develop team members. EDUCATION 2001 To 2004 Computer Secretarial and Business Management (CSBM) IETI