Open to WorkAdministrativeCustomer ServiceData

aldrin

Administrative / Customer Service / Data

Philippines

Any timezone

About

Highly versatile Customer Service Leader and Escalations Specialist with over 13 years of experience managing complex account health, service desk incidents, and data-driven operations within rapid enterprise environments. Proven track record of independently resolving high-stakes customer escalations, conducting root-cause incident analyses, and partnering with global cross-functional stakeholders. Combines deep expertise in advanced reporting, Excel, and operational metrics with an adaptable mindset to optimize service quality, drive cost controls, and secure long-term client satisfaction across international time zones.

Skills

Help Desk Ticket TriageLive Chat SupportData EntryKnowledge Base MaintenanceSpreadsheet ReportingDashboard MaintenanceEmail ManagementMeeting SchedulingVendor CoordinationProject CoordinationSlackCitrix, ETMS, ServiceNow (ticketing), LivePerson, Cisco Finesse, Avaya CMS, NICE (Call Center), Medallia (CX analytics), Verint (speech analytics), SharePoint, Microsoft 365 Suite, Google Workspace, Excel (advanced), Tableau, SAP, Slack, Google Drive, Genesys Pulse WFM, CC Pulse+, Aspect, eWFM, NICE, IEX, CC Pulse+ dashboards

Work Experience

Customer Service Manager (Escalations & Global Lead Support)

HCLTech

Global Performance Reporting Lead Specialist

Verizon Business

Command Center Associate (Workforce Management & Tracking)

Convergys

Education

Polytechnic University of the Philippines

Bachelor of Science in Entrepreneurship

Certifications

Operations Management Functions and Strategies

Issued by Skillsoft

Gauging Your Leadership Performance

Issued by Skillsoft

Enterprise Security: Artificial Intelligence, Generative AI, & Cybersecurity

Issued by Skillsoft

Leadercamp on-demand: Mastering the Art of Effective Communications

Issued by Skillsoft

Leadercamp on-demand: Improving Your Management Skills

Issued by Skillsoft

Leadercamp on-demand: The Power of Communication and Teamwork

Issued by Skillsoft

Business Analysis for Project Management: Practices for Later Project Stages

Issued by Skillsoft

Managing and Engaging Stakeholders

Issued by Skillsoft

Project Management Needs vs. Expectations

Issued by Skillsoft

Agile Methodologies

Issued by Skillsoft

Release, Service Level, and Availability Management

Issued by Skillsoft

Service Desk, IT Asset, Service Configuration, and Change Control Management

Issued by Skillsoft

ITIL® 4 Foundation: Introduction

Issued by Skillsoft

Project Management Foundations: Communication

Issued by LinkedIn

Managing Customer Expectations for Managers

Issued by LinkedIn

Performance Measurement

Issued by Harvard Manage Mentor

Industry Experience

Customer Support & BPOTelecommunications

Work Preferences

Employment Type

Work Setup

TimezoneAny timezone

Workspace

DeviceLaptop, External monitor, Mouse, Noise-canceling headset, Webcam, Ring light

ConnectivityFiber internet, 5G mobile data

Resume

Profile updated August 22, 2026

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