Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

PATRICK PANGANIBAN

Markham,ON

Summary

  • Experienced professional with a strong background in tech support, quality assurance, and service administration. Skilled in troubleshooting technical issues, implementing quality control processes, and managing service operations to ensure efficiency and customer satisfaction. Adept at analyzing performance metrics, providing administrative support, and enhancing service delivery. Known for problem-solving abilities, attention to detail, and a commitment to maintaining high standards of service and operational excellence.

Overview

12
12
years of professional experience

Work History

Heavy Duty Cleaner

C&W Services
09.2023 - Current
  • Perform daily cleaning tasks, including sweeping, mopping, vacuuming, and dusting, throughout the mall's common areas, restrooms, and food courts.
  • Operate and maintain cleaning equipment, such as floor scrubbers, carpet cleaners, and pressure washers, ensuring proper use and safety.

Barista at Starbucks

Loblaw Companies Ltd
09.2023 - Current
  • Provide excellent customer service by greeting customers warmly, taking orders accurately, and addressing any questions or concerns about menu items.
  • Prepare and serve a variety of coffee beverages, teas, and other drinks according to Starbucks' standards and customer preferences.
  • Operate espresso machines and other coffee-making equipment to craft high-quality beverages, including lattes, cappuccinos, and specialty drinks.
  • Operate the cash register, process transactions, and handle cash, credit, and debit card payments accurately.

Service Administrator

SAP Concur
06.2016 - 07.2023
  • Configure and manage user accounts, permissions, and access within SAP Concur to ensure appropriate user access and security.
  • Provide technical support(Expense, Invoice and Travel) and troubleshooting for system-related issues, ensuring prompt resolution and minimal disruption to users.
  • Develop and deliver training programs and materials for end-users to ensure effective use of SAP Concur's features and functionalities.
  • Collaborate with other departments and stakeholders to align SAP Concur functionalities with organizational goals and requirements.

Quality Assurance Specialist

Teleperformance
01.2014 - 01.2016
  • Monitor and evaluate calls to ensure consistency and alignment with processes across all departments and lines of business.
  • Host coaching sessions for outliers to provide corrective action and ensure adherence to established standards.
  • Prepare and deliver monthly and quarterly reports to management, highlighting challenges and issues that require attention.
  • Conduct orientation sessions for new hires to streamline processes and adequately prepare them for their transition into operations.
  • Act as a Subject Matter Expert in the absence of available operational support, providing guidance and resolving complex issues.

Technical Support Representative

Teleperformance
01.2013 - 01.2014
  • Manage inbound calls to address and resolve client issues effectively.
  • Accurately record all details transcribed during calls for future reference and follow-up.
  • Redirect or transfer calls to the appropriate department when necessary to ensure first-call resolution.

Education

Bachelor of Science - Information Technology

AMA Computer University
Quezon City, Philippines
05.2011

Skills

  • Quality Assurance
  • Housekeeping
  • MS Office Applications
  • Problem-solving abilities
  • Organizational Skills
  • Administrative Support
  • Data Management
  • Account Management
  • Customer service excellence

References

References available upon request.

Timeline

Heavy Duty Cleaner

C&W Services
09.2023 - Current

Barista at Starbucks

Loblaw Companies Ltd
09.2023 - Current

Service Administrator

SAP Concur
06.2016 - 07.2023

Quality Assurance Specialist

Teleperformance
01.2014 - 01.2016

Technical Support Representative

Teleperformance
01.2013 - 01.2014

Bachelor of Science - Information Technology

AMA Computer University

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PATRICK PANGANIBAN