Gillian Nicole Alamani
Customer Service Representative
Paradise,SA
Summary
Enthusiastic customer service advocate, seeking to leverage proven customer service skills for The Advertiser. Provided excellent customer satisfaction both in person and on the phone, as an IT Project Manager, Senior Systems Administrator with 10+ years of experience in the IT, BPO Customer Service and Systems Integration in the Philippines. Exceptionally good written and verbal communication skills in both English and Filipino. Adept in speech and letter composition as well as public speaking. Systematic and analytical in solving problems and is has high adaptability to different situations and a quick learner. Able to thrive in an environment that requires independent problem-solving skills and focus under short deadlines. Can work as an individual and in teams.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Library Volunteer
Campbelltown Public Library
Campbelltown, SA
02.2021 - Current
- Greeted visitors, answered questions and made book recommendations across subjects and genres.
- Assisted patrons with finding and selecting book and materials using Online Public Access Catalog.
- Increased patron satisfaction by resolving technical drop-in issues.
- Devised and developed introduction classes for the use of a Cricut Machine.
- Worked cooperatively with Library Program Directors to help design dynamic events and activities under the Makerspace Program.
IT Project Manager
ITBS Information Technology Business Solution Corp
City of San Fernando, Pampanga
07.2014 - 08.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Developed project management roadmap to define project objectives, timelines and milestones.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Recommended products to customers, thoroughly explaining details.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Trained staff on operating procedures and company services.
- Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiency.
- Fostered relationships with vendors to promote positive working relationships.
- Oversaw high profile projects for by planning, designing, and scheduling phases.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
Senior Systems Administrator
Level-Up Games Incorporated
Makati City, Metro Manila
02.2012 - 06.2013
- Coached and mentored employees and offered constructive feedback for performance improvement.
- Performed network security design and integration duties.
- Monitored networks and network devices to resolve technical problems quickly.
- Provided comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.
- Designed and evaluated WAN and LAN connectivity technologies.
- Enhanced availability of infrastructure through enterprise-wide planning, thorough testing, efficient implementation and comprehensive support.
Systems Administration Engineer
IP E-Games Ventures Inc.
Makati City, Metro Manila
03.2009 - 02.2012
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Served customers and followed outlined steps of service.
- Carried out day-day-day duties accurately and efficiently.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Education
Certificate III - Spoken And Written English
TAFE SA
Adelaide, SA 10.2021 - Current
Bootcamp - Get Into Tech
INCO Academy Australia
Melbourne, VIC 10.2020 - 11.2020
Bachelor of Science - Computer Science
Information And Communications Technology Academy
Makati City, Metro Manila, Philippines 06.2006 - 04.2008
Bachelor of Science - Management Information Systems
Ateneo De Manila University
Quezon City, Philippines 06.2002 - 04.2006
Skills
Report preparation
Timeline
Certificate III - Spoken And Written English
TAFE SA
10.2021 - Current
Library Volunteer
Campbelltown Public Library
02.2021 - Current
Bootcamp - Get Into Tech
INCO Academy Australia
10.2020 - 11.2020
IT Project Manager
ITBS Information Technology Business Solution Corp
07.2014 - 08.2019
Senior Systems Administrator
Level-Up Games Incorporated
02.2012 - 06.2013
Systems Administration Engineer
IP E-Games Ventures Inc.
03.2009 - 02.2012
Bachelor of Science - Computer Science
Information And Communications Technology Academy
06.2006 - 04.2008
Bachelor of Science - Management Information Systems
Ateneo De Manila University
06.2002 - 04.2006
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