KEVINJOHN C. SIGUANCIA
Makati City,NCR
Summary
As Technical Support Operations Team Leader, I bring extensive experience in managing and optimizing technical support operations to ensure seamless service delivery and customer satisfaction. I am adept at analyzing support metrics and implementing strategies to enhance efficiency and streamline workflows. I prioritize collaboration and communication, facilitating cross-functional coordination to address complex issues and drive problem resolution. I am skilled in mentoring team members, providing constructive feedback. I am committed to delivering prompt, effective solutions while maintaining a positive customer experience. Overall, I am dedicated to leading high-performing teams, optimizing processes, and delivering exceptional technical support services to meet and exceed organizational objectives.
Overview
16
16
years of professional experience
Work History
FFH Proactive Outbound Dispatch Team – Operations Team Leader
TELUS International Philippines
12.2019 - Current
- Lead and motivate a team of outbound operations staff to achieve performance targets and goals
- Develop strategies for proactive outbound communication to enhance customer engagement, generate leads
- Continuously review and optimize outbound operations processes to improve efficiency, effectiveness, and customer experience
- Monitor team performance metrics such as call volume, conversion rates, and customer satisfaction to ensure targets are met or exceeded
- Ensure that outbound communications meet quality standards and comply with relevant regulations and policies
- Prepare regular reports on team performance, key metrics, and outcomes for management review.
FFH Pure Fibre Technical Support – Operations Team Leader
TELUS International Philippines
03.2018 - 12.2019
- Lead a team of technical support representatives, ensuring they deliver high-quality service to customers
- Provide guidance, coaching, and mentorship to team members to enhance their skills and performance
- Foster a positive and productive work environment within the team
- Oversee day-to-day operations of the technical support team, including ticket management, escalations, and resolution processes
- Monitor key performance indicators (KPIs) such as response time, resolution time, customer satisfaction, and first call resolution rate
- Implement strategies to improve operational efficiency and meet performance targets
- Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution
- Collaborate with other departments such as network operations, engineering, and customer service to address complex technical issues.
FFH Assure Chat Technical Support – Operations Team Leader
TELUS International Philippines
04.2017 - 03.2018
- Coordinate technical support chat workflows and ensure that all team members' interactions with customers are real-time resolution
- Identify and address any issues or problems that arise during operation, especially with ongoing connection outages and tools outages that may affect team members' metrics and KPI
- Work with team members to find solutions through the chat platform and implement improvements
- Monitor the performance of team members, providing feedback and support as needed to ensure that everyone is performing at their best to hit the proper metric and KPI provided by the onshore clients.
FFH Assure CE Analyst -CS&QA (Coaching sustainment and Quality analytics)
TELUS International Philippines
03.2016 - 04.2017
- B2B Scrubbing deep dive for FFH assure chat
- Sharing ideas and coaching agents did well to improve customer first
- Providing support to FFH Assure Voice and Chat on how to execute the 4 Coaching Points CEB to lessen bottom box surveys
- Analyze and create data deep dives reports every month for the ops to check monthly trending opportunities.
FFH ASSURE TI CHAT BACKUP MENTOR/POC ADSL/IPTV/SATTV/NRA/SOLUTION HELPDESK
TELUS International Philippines
11.2014 - 03.2016
- Monitor Queue Control for Chat Team
- Discuss and share updates, best practice on huddle
- Provide Floor support to Chat Team
- Handle technical support for OPTIK TV/internet via wired and wireless connectivity issues/hardware and software issues
- Handle Satellite TV connection issue/hardware issue
- Provide/Share Updates about IPTV/ADSL for our team.
FFH ASSURE Technical Support for ADSL/IPTV/SATTV/Team POC/KPRIME
TELUS International Philippines
07.2011 - 11.2014
- Handle connectivity issue for TELUS Communication Connection via wired or wireless
- Handle connectivity issue for Optic TV system hardware and TV apps issue
- Handle Signal issue for satellite TV system
- Configuring system via physical and back-end connection
- Manage Exemptions for the team activity via phone to inform Command Center
- Provide FFH Assure Product and services updates to team members.
Tier 2 Technical Support Representative/Subject Matter Expert/Escalations Specialist/Virtual Supervisor for Online Connectivity Department (Online Connection for Microsoft Gaming Console)
TELUS International Philippines –Microsoft Gaming Console Account
12.2009 - 03.2011
- Handle Account Issues for Gaming Console (account recovery, change password, forgot password, forgot WLID, force gamertag change, account suspension, and unauthorized access on accounts)
- Handle Networking Issues (Can't Obtain IP address, Can't Resolve DNS Server, Cannot connect to Internet, Cannot Connect to wireless Network, Configuring different router/gateway setting that is compatible for Gaming Console (Cisco Linksys, D-LINK, NETGEAR, 2WIRE, Actiontec, Motorola, RCA, etc.)
- Handle Games specific and Promotion Issues for Gaming Console Account
- Handle Issues that cannot resolve on tier 1 end (account issues, networking issues, game-specific issues).
I.T Technical Support Engineer - Nokia Account
PCCW Inc.
06.2009 - 12.2009
- Handles PC troubleshooting/installation both hardware and software, PC hardware upgrade and software update
- Knowledgeable on how to create, disable and reset the password of NT user login using Windows Server 2008
- Handles Desktop PC Image and blasting for production use
- Knowledgeable in standard network cabling, setup peer-to-peer connection
- Knowledgeable on how to set up LAN connection using switch/router distribution
- Handles NICE Recording, monitoring all recording done by the agents
- Knowledgeable in creating login for NICE application software for the use of Team Leader's in every NOKIA cluster to monitor their agents while the agents are engaged in a call
- Knowledgeable in troubleshooting CTI interaction center/AVAYA soft phone
- Knowledgeable in creating AVAYA login/how to use AVAYA CMS monitoring tool
- Designated IT technical support engineer for SIEBEL and KICS application used by all NOKIA clusters
- Designated IT technical support engineer for Nokia South East Asia Pacific cluster (SEAP) CCCP Global weekly meeting for SIEBEL, KICS, and CTI interaction center/AVAYA soft phone issues
- Designated IT technical support engineer for the NOKIA Knowledgebase team for South East Asia Pacific cluster, Australia/New Zealand Cluster, and UK/Ireland cluster.
Customer Chat Support (CCS-1) – airG account
PCCW Inc.
01.2009 - 06.2009
- Handles chat monitoring, ensuring that all users follow AirG guidelines, banning and escalating inappropriate posts according to category, keeping the designated monitored chat room clean from users that post propane words, possible illegal posts to national threat.
Technical Support Representative – IP-Converge account
PCCW Inc.
05.2008 - 01.2009
- Handles network monitoring, calls inbound, outbound, and chat/email client support regarding any kind of network concerns, especially when there is a DDOS (Denial Distribution of Services) attack on clients' end.
Education
Bachelor of Science - Information Technology
Technological Institute of The Philippines
Quezon City04.2008
Skills
- Operational Excellence
- Efficiency Optimization
- Team Leadership
- Technical Proficiency
- Performance Management
- Attention to Detail
- Adaptability
- Continuous Improvement
- Idea Development and Brainstorming
- Issue Research
- Process Analysis
Trainings And Seminars
- On the Job Training - N3point Systems Corporation – junior technical assistant, New Zaniga Mandaluyong City
- BanBros: NetGear wireless ideas product simulation, Green hills, San Juan
- Microsoft Corporation (XML, VB.net), Ayala Makati City
- DTSI Inc. - AVAYA Hard Phone Installation, product simulation, AVAYA CMS basic Troubleshooting (Login Creation of AVAYA login and Changing VDN and Vector using AVAYA site Administration and AVAYA CMS), BPO Teleservices Inc. powered by PCCW (formerly IP-CCO), 17th flr. Union Bank Plaza, Meralco ave.corner onyx, Ortigas Pasig City
- CTI/interaction Center, SIEBEL AND KIC'S training (How to troubleshoot when an issue occurs) Trainer Mr. Tang Ziff of NOKIA China, BPO Teleservices Inc. powered by PCCW (formerly IP-CCO), 17th flr. Union Bank Plaza, Meralco ave.corner onyx, Ortigas Pasig City
Personal Information
- Age: 37
- Place of Birth: Tayug, Pangasinan
- Marital Status: Single
References
- Rose Lozano, Senior Operational Team Leader (Telus FFH Pure Fibre TS), +639994600557
- Ronnichie Cristobal, Operational Team Leader (Telus FFH Pure Fibre TS), +639173230274
- Kristine Ladip Hernandez, Senior Operational Team Leader (Telus FFH Pure Fibre TS), +639994602703
Languages
English
Full Professional
Timeline
FFH Proactive Outbound Dispatch Team – Operations Team Leader
TELUS International Philippines
12.2019 - Current
FFH Pure Fibre Technical Support – Operations Team Leader
TELUS International Philippines
03.2018 - 12.2019
FFH Assure Chat Technical Support – Operations Team Leader
TELUS International Philippines
04.2017 - 03.2018
FFH Assure CE Analyst -CS&QA (Coaching sustainment and Quality analytics)
TELUS International Philippines
03.2016 - 04.2017
FFH ASSURE TI CHAT BACKUP MENTOR/POC ADSL/IPTV/SATTV/NRA/SOLUTION HELPDESK
TELUS International Philippines
11.2014 - 03.2016
FFH ASSURE Technical Support for ADSL/IPTV/SATTV/Team POC/KPRIME
TELUS International Philippines
07.2011 - 11.2014
Tier 2 Technical Support Representative/Subject Matter Expert/Escalations Specialist/Virtual Supervisor for Online Connectivity Department (Online Connection for Microsoft Gaming Console)
TELUS International Philippines –Microsoft Gaming Console Account
12.2009 - 03.2011
I.T Technical Support Engineer - Nokia Account
PCCW Inc.
06.2009 - 12.2009
Customer Chat Support (CCS-1) – airG account
PCCW Inc.
01.2009 - 06.2009
Technical Support Representative – IP-Converge account
PCCW Inc.
05.2008 - 01.2009
Bachelor of Science - Information Technology
Technological Institute of The Philippines
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