Mary Rose O. Cabiling
Burnaby,B.C.
Summary
To contribute my skills and expertise in a company that values integrity and service excellence. Result-driven and well versed in managing and motivating teams for running successful projects and value-added IT solutions.
Proven track record with over 6 years of professional experience in IT Service Delivery, IT Help Desk, and 7 years of experience in Customer Service and Technical Support. Excellent reputation for resolving problems and improving customer satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude, and willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
1
1
Certification
Work History
IT Service Delivery Specialist
Concentrix Philippines
06.2016 - 05.2023
- Consistently provide excellent customer service to the delivery account(s) as well as represent delivery needs and goals within the Concentrix IT organization.
- Participate in the PD and recovery management of all Severity 1 & 2 incidents (on call support 24x7 for Sev1).
IT Help Desk
Cognizant Technology Solutions Philippines, Inc
06.2015 - 12.2015
- Providing technical and troubleshooting assistance related to computer hardware and software, mobile devices and other tech tools and products (Wi-Fi connection, POS).
- Provides prompt responses to questions from store managers.
- Troubleshoots and resolves open tickets, document problems and conversations to create a log that can be referenced by other technicians and for training purposes.
Team Leader
(Globe Telecom) PBComm Staffing And Services Corporation
11.2014 - 04.2015
- Day to day monitoring RTS cases from OM and LAS and supervision of member’s attendance and productivity.
- Provide regular feedback and coach team members to drive performance.
Volunteer
Educ Fair, British Council
11.2014 - 11.2014
- Assisting the Program Manager with their events on that day, including setting up, instructing external contractors and internal staff assistance.
- Assemble and arrange delivery of delegate packs, name badges and exhibition stand and material as appropriate.
Customer Care and Education Specialist
Concentrix Philippines
09.2010 - 06.2012
- Process pending orders and requests from customers.
- Assist customers with their billing concerns and disputes for unauthorized charges.
Mentor and Technical Support Representative
Concentrix Philippines
09.2008 - 09.2010
- Train agents on the technical aspects of their work during Basic Product Training.
- Monitor and assist agents during live call and identify issues and concerns encountered as well as areas for improvement.
- Provides technical solution for Dish Network products and responsible in providing good customer service for Dish Network customers.
Customer Service Representative and RMA
Link2Support Inc
05.2007 - 07.2008
- Answer all the queries of the customers online.
- Processing product replacement for customers.
Education
Bachelor of Science - Information Technology
Informatics International College
Eastwood City, Philippines05.2014
Cisco Networking Academy -
CCNAv7: Introduction to Networks CCNAv7: Switching, Routing, and Wireless Essentials CCNAv7: Enterprise Networking, Security, and Automation ITIL Foundation V4 Online Course -
Skills
- Customer Service
- Technical Service and Account Management
- Process Management
- Service Management
- Administrative
- Highly proficient in MS Office
- Project Management
- IT Infrastructure Management
- Network Troubleshooting Critical Thinking
- Business Solutions
Certification
TESDA Certified in Computer Hardware Servicing NC II
Languages
English
Full Professional
Filipino
Native or Bilingual
Additional Information
ITIL Foundation V4 Online Course
Cisco Networking Academy (2021-11 – 2022-07)
- CCNAv7: Introduction to Networks
- CCNAv7: Switching, Routing, and Wireless Essentials
- CCNAv7: Enterprise Networking, Security, and Automation
Timeline
IT Service Delivery Specialist
Concentrix Philippines
06.2016 - 05.2023
IT Help Desk
Cognizant Technology Solutions Philippines, Inc
06.2015 - 12.2015
Volunteer
Educ Fair, British Council
11.2014 - 11.2014
Team Leader
(Globe Telecom) PBComm Staffing And Services Corporation
11.2014 - 04.2015
Customer Care and Education Specialist
Concentrix Philippines
09.2010 - 06.2012
Mentor and Technical Support Representative
Concentrix Philippines
09.2008 - 09.2010
Customer Service Representative and RMA
Link2Support Inc
05.2007 - 07.2008
Bachelor of Science - Information Technology
Informatics International College
Cisco Networking Academy -
CCNAv7: Introduction to Networks CCNAv7: Switching, Routing, and Wireless Essentials CCNAv7: Enterprise Networking, Security, and Automation ITIL Foundation V4 Online Course -
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