Diwani Lamama

Diwani Lamama PROJECT SERVICES/ MANAGEMENT ANALYST CONTACT - Skype ID: diwani188- EDUCATION Mindanao State University Iligan Institue of Technology BS Psychology- ABOUT ME Hard-working, creative and proactive. Specialized in project support services and data analysis. Ambitious, eager to keep growing and evolving in my profession. Constantly developing new skills and abilities. REMOTE/VA EXPERIENCE Direct Client | 2017 I used to work part time as a Virtual Household Manager for a client based in Hongkong. I assisted the client’s day to day activities (work and personal) including managing the household help and drivers for them to be able to work efficiently for their employer. The messaging app used for this task is WhatsApp. Tool used was Microsoft Excel. CORPORATE EXPERIENCE Accenture Inc. | 2012 - Present Project Control Services Senior Analyst - I'm currently part of the Human Resource Management Team for one of the company's diamond client. I handle a team of 5 composed of associates and analysts and our goal is to provide support in terms of onboarding and offboarding resources, access and training management. Service Management Team Shift Lead - I supervised an amazing and competitive team consisting of 4 who drives CSAT Performance by making outbound calls to business customers or NOCs to verify their level of customer satisfaction after a ticket has been closed and makes sure they understood how their issue was isolated and resolved. My task also involved doing Root Cause Analysis on the Negative Returns for the month and sending CSAT RCA reports to managers on a weekly basis. Incident Manager- I managed the process to restore normal service operation as quickly as possible to minimize the impact to business operations. Our team was also responsible for planning and coordinating all the activities required to perform, monitor, and report on the process. Network/Telco Technician - I handled technical support or assistance to business customers' circuit issues by working on the tickets created for such an issue (e.g. trouble isolation, remote testing on the DS0 and DS1 level types of circuits, H2H testing with another Telco’s tester/technician). Stream Global Services | 2010 - 2012 Technical Support for Microsoft Xbox and Centurylink ISP Convergys | 2010 Technical Support II for Timewarner Cable ISP Etelecare Global Solutions|- Technical Support for Vonage Concentrix|- Technical Support for Linksys and Cisco products