Ma Roselle Ayo
Fruitvale
Summary
- Dedicated professional with over 20 years of working experience, prepared to bring extensive expertise and results-oriented approach to Specialist role. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies. Recognized for excellent communication and analytical skills, ensuring seamless operations and consistent outcomes.
- Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
22
22
years of professional experience
Work History
Sr. Porting Specialist
KMC Solutions Inc
11.2021 - 02.2025
- Company Overview: Call Center / IT-Enabled Services /Business Process Outsourcing
- Prepare Local Service Requests (LSR) utilizing carrier applications and interfaces (Globally).
- Submit, track, and document orders to Local Exchange Carriers (Across the Globe), using various internal and external systems.
- Monitor submitted orders to ensure Firm Order Confirmation (FOC) is received within regulated timeframes resolve order rejects within a timely manner and escalate as needed.
- Proactively manage internal system milestones, carrier issues, and order supplements to ensure order completion within established time-sensitive intervals.
- Utilize troubleshooting techniques to escalate and resolve order jeopardies of a simple and complex nature with ILECs/CLECs.
- Identify solutions to challenges that will make LEC Services more effective and efficient with openness to creativity, innovation, and change.
- Provision Emergency addresses across multiple markets; reject for prequel failures work with our e911 vendor and internal teams on prequel failures.
- Provide guidance and feedback to various teams (Both internal/external) as well as customers regarding project schedules to identify when each task will be performed and identify risks.
- Quickly troubleshoot and resolve porting escalations from customers, sales, onboarding, and other support teams at any time through various mediums.
- Perform compliance verification in various countries.
- Other number management duties as assigned.
Fin & Admin Business Analyst
IBM Business Services, Inc.
07.2017 - 08.2021
- Company Overview: Call Center / IT-Enabled Services /Business Process Outsourcing
- Client Support Specialist for AT&T GOSS [supporting LNS - Local Network Services segment]
- Has process knowledge and experience across the business processes supported for IBM clients; understands a client's strategy, priorities, and operations in the context of daily operational activities
- This role requires knowledge about daily process transactions, developing and implementing process and operational improvements to meet client and IBM requirements
- Has skills in business operations, process management and compliance and an understanding of the process best practices and tools to execute client's core business processes
- Provide timely solutions to business inquiries
- Submit incoming orders from Sales and customers, track their progress, expedite and escalate if needed, and make sure that all client specifications are met and completed within the prescribed time frame
- Facilitate coordination between Ordering / Provisioning and Sales Representatives and/or Customers as required
- Specific JOB DETAILS include: Order writing/Submission for LOCAL NETWORK RELATED processes: PORTING, POTS line INSTALLATION, T1 CKT INSTALLATION and MACD requests for both platforms
- Call Center / IT-Enabled Services /Business Process Outsourcing
Voice and Data Services Manager
West Corporation /Alorica Philippines
07.2015 - 07.2017
- Company Overview: Call Center / IT-Enabled Services /Business Process Outsourcing
- Client Support Specialist for AT&T GOSS [supporting LNS - Local Network Services segment]
- Provide timely solutions to business inquiries
- Submit incoming orders from Sales and customers, track their progress, expedite and escalate if needed, and make sure that all client specifications are met and completed within the prescribed time frame
- Facilitate coordination between Ordering / Provisioning and Sales Representatives and/or Customers as required
- Call Center / IT-Enabled Services /Business Process Outsourcing
Verizon Test and Install Technician (DS3-OCN/Ethernet Type 2 & 4)
Sykes Asia, Inc.
05.2013 - 05.2015
- Company Overview: Call Center / IT-Enabled Services /Business Process Outsourcing
- Test and Install Technician for DS3/OCN/Ethernet (Backoffice)
- Review, tag, troubleshoot, test and turn-up DS3/OCN/Ethernet circuits within the SLA provided (and also meet the prescribed metrics such as CDD -Customer Commit Date-, CRDD and UDOS)
- Coordinate with other departments (such as Engineering, Field Operations, Provisioning, Order Management, Production Support and Verizon Vendor LECS- such as ATT if necessary) to make sure that all possible 'roadblocks' to completing an order in a timely and efficient manner are resolved competently (this is done via phone and email primarily)
- Escalate orders internally and to partner carriers as needed
- Take inbound calls from Verizon and other carrier technicians (for test and turn-up purposes only)
- Call Center / IT-Enabled Services /Business Process Outsourcing
Broadview Networks POTS Repair Technician Tier 2
Sutherland Global Services
11.2011 - 03.2013
- Company Overview: Call Center / IT-Enabled Services /Business Process Outsourcing
- Troubleshoot POTS related concerns for business lines
- These include physical line issues (such as No Dial Tone, Cannot Be Called, and Static) and/or feature related (such as LD, Caller ID and Call Forwarding)
- Provide updates to customers regarding the status and progress of the repairs
- Escalate repair tickets internally and to partner carriers as needed
- Take inbound calls from Broadview, Verizon and other carrier technicians
- Call Center / IT-Enabled Services /Business Process Outsourcing
Broadview Networks Wholesale Accounts Representative
Sutherland Global Services
03.2010 - 03.2013
- Company Overview: Call Center / IT-Enabled Services /Business Process Outsourcing
- Provide timely solutions to business inquiries by Broadview Wholesale/Reseller partner companies (such as One Communications, Earthlink Business, AT&T, M5 and Mass Communications)
- Submit bulk sales orders (such as new POTS lines, VOIP, T1 or Data), track their progress, expedite if needed, and make sure that all client specifications are met and completed within the prescribed time frame
- All order related correspondence is done via email with the designated representative from the partner company
- Handle other non-sales related orders such as changes in client information, Billing Inquiries and Disputes, T1, POTS and Data Installation Inquiries, T1 and POTS disconnection requests, and provide Customer Service Records (from Broadview, Verizon and other carriers) as requested
- Coordinate with various departments within Broadview (such as POTS, Data and Dedicated Repair, Switch Engineering, Sales, and MAC) to ensure that Wholesale Client requests are answered correctly and on time
- Answer phone inquiries from various Wholesale partner representatives
- Also handle requests for Executive Escalations and make sure that they are directed to the correct Broadview Department/contact person
- Provide recent updates and Escalate repair tickets (both T1 and POTS) for Wholesale Clients
- Call Center / IT-Enabled Services /Business Process Outsourcing
Storyboard Illustrator/Penciler
Interactive Art Services
08.2006 - 02.2008
- Company Overview: Arts & Design
- Draft storyboards and advertisement concept illustration for a US-based company (regular clients include Axe, Honda, Sprint and T-Mobile)
- Pencil storyboards and coordinate with project managers and Colors Department to ensure that the finished illustration matches client specifications
- Draw animation ready frames for advertisement concepts
- Arts & Design
Web Developer/Graphic Artist
MSC Communications Technologies
05.2003 - 01.2006
- Company Overview: Computer / Information Technology (Software)
- Design business and personal websites
- These include providing clients with early design concepts that are suited for their business or personal needs, and streamlining the initial design as requested
- Coordinate with the IT and Software Department (for webhosting as well as additional software requests by client)
- Computer / Information Technology (Software)
Education
Associate in Internet Technology - Computer And Information Sciences
VYP MSC Institute of Technology
San Pablo City, Laguna, Philippines03-2003
Skills
- Data management
- Client communication
- Oral and written communications
- Technical troubleshooting
- Communication and negotiations
- Order processing
- Product and service solutions
- Technical support
- Teamwork and collaboration
- Project Management Competency
- Call center experience
- Computer proficiency
Languages
English
Native or Bilingual
Filipino
Native or Bilingual
Interests
- Hiking
- Outdoor Recreation
- Cooking
- Drawing and Painting
- Photography
- Creative Writing
- Backpacking and Hiking
- Adventure Travel
- Historical Exploration
- Video Gaming
Timeline
Sr. Porting Specialist
KMC Solutions Inc
11.2021 - 02.2025
Fin & Admin Business Analyst
IBM Business Services, Inc.
07.2017 - 08.2021
Voice and Data Services Manager
West Corporation /Alorica Philippines
07.2015 - 07.2017
Verizon Test and Install Technician (DS3-OCN/Ethernet Type 2 & 4)
Sykes Asia, Inc.
05.2013 - 05.2015
Broadview Networks POTS Repair Technician Tier 2
Sutherland Global Services
11.2011 - 03.2013
Broadview Networks Wholesale Accounts Representative
Sutherland Global Services
03.2010 - 03.2013
Storyboard Illustrator/Penciler
Interactive Art Services
08.2006 - 02.2008
Web Developer/Graphic Artist
MSC Communications Technologies
05.2003 - 01.2006
Associate in Internet Technology - Computer And Information Sciences
VYP MSC Institute of Technology
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