Christy Español
Sebastopol,VIC
Summary
Experienced leadership professional with a proven track record at Telecommunication Companies, enhancing team productivity and client satisfaction through effective project management and leadership. Skilled in training and mentoring, with strong analytical abilities, I excel in performance monitoring and customer support, significantly improving operational efficiency and team performance.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Team Lead - Supervisor
Accenture
05.2020 - 06.2024
- Supervise daily operations to ensure the team meets established SLAs and KPIs.
- Responsible for supervising team members' workloads, allocating resources for new projects and providing support with escalations.
- Collaborate with project managers to review project status, assess deliverables, address risk and issues and manage dependencies.
- Prepare weekly and monthly reports on team performance, achievements and areas for improvement.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Led cross-functional teams for successful project execution and collaborate among team members to implement best practices and improve overall service delivery.
- Increased client satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
Subject Matter Expert - Pre Sales Senior Analyst
Accenture
01.2015 - 04.2020
- Serve as the primary expert in a specialized field (order entry and project management) providing insights and recommendations to stakeholders and project teams.
- Provide training and support to team members or clients to enhance their understanding of the subject area.
- Supported the Team Lead in day-to-day business operations and made sure that team members performed periodic tasks.
- Assisted in developing training materials, business processes, best practices, standards, templates, and operating procedures to enhance business operations and efficiency.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
- Proactively managed and resolved escalations by giving clients prompt responses to their problems.
- Contributing to the development and maintenance of quality assurance policies and processes using QA forms and templates.
Pre Sales Analyst
Accenture
08.2013 - 12.2014
- Providing excellent customer service and having the ability to comprehend orders and requests for VoIP services.
- Supported the Account Team (Account Manager, Emerging Technical Consultant, Project Manager) and external client in the assessment, confirmation, and creation of move, add, change VoIP service orders before submitting it to Order Management.
- Updated clients on the status of all issues and/or escalations in a timely manner.
- Accountable for the ticketing system and support desk management.
- Identified and escalated problems that needed immediate attention or tickets that were waiting in line yet unattended.
- On-time performance, quality, and productivity were guaranteed to meet the expectations of the client.
Technical Support Analyst
Acquire BPO
09.2010 - 07.2013
- Improved customer satisfaction by providing timely and accurate technical support to end-user.
- Provide phone-based customer service and technical problem solving for RingCentral.
- Configure the business phone system for proper call distribution and routing.
- Setup the customer's IP phones and routers, as well as their VOIP system, and troubleshoot their LAN configuration.
Technical Support Specialist
Concentrix
05.2007 - 11.2009
- Provide phone-based customer service and technical problem solving for Vonage users.
- Demonstrate clients how to set up a phone line and launch a programme for the first time.
- Help clients troubleshoot phone problems they run across and offer helpful advice to fix the issue.
- Address challenging situations to a senior analyst or support technician.
- Perform remote control of clients' machines when it's required to fix technical issues.
Education
Bachelor of Science - Business Administration Major Marketing Management
Pamantasan Ng Lungsod Ng Muntinlupa
Muntinlupa, Philippines04.2010
Bachelor of Science - Computer Engineering
Pamantasan Ng Lungsod Ng Maynila
03.2002
Skills
- Project Management
- Team Supervision and Leadership
- Performance monitoring
- Training and Mentoring
- Employee Engagement
- Strong analytical skills
- Documentation and Reporting
- Root Cause Analysis
- Customer Support
Certification
- IT Infrastructure Library Foundations Certification (ITIL), AXELOS Global Best Practice, 2015
CURRENT VISA
Temporary Graduate (subclass 485), valid until 06/02/2028
REFERENCES
References are available upon request.
Linkedln: www.linkedln.com/in/christy-español
Timeline
Team Lead - Supervisor
Accenture
05.2020 - 06.2024
Subject Matter Expert - Pre Sales Senior Analyst
Accenture
01.2015 - 04.2020
Pre Sales Analyst
Accenture
08.2013 - 12.2014
Technical Support Analyst
Acquire BPO
09.2010 - 07.2013
Technical Support Specialist
Concentrix
05.2007 - 11.2009
Bachelor of Science - Computer Engineering
Pamantasan Ng Lungsod Ng Maynila
Bachelor of Science - Business Administration Major Marketing Management
Pamantasan Ng Lungsod Ng Muntinlupa
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