Summary
Overview
Work History
Education
Skills
Affiliations
Additional Information
Accomplishments
Timeline
Work Availability
Work Preference
Interests
Quote
Certification
Software
Websites
Languages
SalesAssociate
Stephanie Grace Manlapaz

Stephanie Grace Manlapaz

Baulkham Hills,NSW

Summary

Experienced Incident Manager/Support Analyst with over 10 years of experience in BPO Industry. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Recognized consistently for performance excellence and contributions to success in BPO Industry.

Overview

22
22
years of professional experience

Work History

Product Specialist

Apple
Castle Hill
07.2021 - Current
  • Assessed customer needs and educated on product functionality and features.
  • Resolved customer concerns and answered questions to promote positive guest experiences.
  • Managed cash drawer and facilitated sales using cash, credit and gift card.
  • Performed visuals, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
  • Recommended merchandise to customers based on needs and preferences.
  • Educated customers on product.
  • Maintained visually appealing and effective displays for entire store to drive sustained revenue and move target products.
  • Communicated with customers about current promotions, including policies, restrictions and refund policies.
  • Drove sales of Macs, iPhone and other products by applying proactive nature, knowledge of customer preferences and active listening skills.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

AU Mystery Shopper - Part Time

Creative Activation
Sydney, Australia
01.2020 - Current
  • Visit 3-5 shops in various stores within specific time frame
  • Understand "brief" or "requirements" of visit
  • Retain information and capture any photos needed for report submission
  • Submitted survey findings online within deadline
  • Worked closely with team members to deliver project requirements, provide recommendations and meet deadlines.

Incident Manager/Support Analyst

Capgemini
Hangzhou, China
10.2006 - 07.2012
  • Answering queries thru calls, email or chat
  • Facilitates various Nomura applications in back end
  • Cascaded important information to business
  • Ensure that issues and queries of Nomura employees were handled and resolved
  • Attended to conference calls with Incident Managers
  • Monitored CITRIX support mailboxes and hotline channels
  • Incident logging and tracking in JIRA, Confluence and DBticket
  • Produced and maintained support knowledge base and documentation
  • Trained new starters regarding ticketing tools used
  • Ensured post-review of priority 1 incidents
  • Chairing incident and problem review meetings
  • Following defined escalation path when needed, as defined in escalation policy
  • Notifying participants in Incident Management process when standards and procedures are not being followed
  • Rerouting misdirected incidents that have not been handled in timely manner
  • Responding to Incident Analysts regarding escalation issues in timely and appropriate fashion
  • Identifying incidents which need special attention or escalation
  • Managed major incidents
  • Assessed incident priority based upon impact to business and escalated issues as necessary
  • Remained calm and poised during high-priority incidents.

Quality Assurance and Training Manager

Alorica
, Philippines
08.2002 - 09.2006
  • Participated in designing call monitoring formats and suitable quality standards
  • Performed call monitoring and provide recommendations
  • Used quality monitoring data management system for compiling and tracking performances at team and individual levels
  • Monitored calls and emails of clients
  • Participated in customer and client listening programs and identifies customer expectations and needs
  • Provided actionable data to various internal support groups as and when needed
  • Coordinated and facilitated call calibration sessions for organization staffs
  • Provided feedbacks to team leaders and managers
  • Prepared weekly and monthly reports
  • Led daily, weekly and monthly coaching, counselling and feedback sessions
  • Trained new hires to perform cross-training exercises with experienced workers
  • Led trainings for up to 3 agents on weekly basis.

Education

Certificate - Business Administration Medical

Wesley Institute of Training
Australia
04.2021

Bachelor of Science - Major in Tourism

San Sebastian College
Manila
01.1998

Skills

  • Creative Capabilities
  • Active Listening
  • Adaptability
  • Customer Service
  • Decision Making
  • People Management
  • Interpersonal Communication
  • Data Entry
  • Sales
  • Teamwork
  • Resolving Problems and Incidents
  • Customer Service Support
  • Attention to Detail
  • Teamwork and Collaboration
  • Excellent Positive Attitude
  • Problem-Solving

Affiliations

· Contributor writer of the newsletter committee of Alorica Philippines Inc.

· I was interviewed by DJ Boots Anson Roa Live at DZMM Radio station and discussed, “All about Wedding”.

· 1st Prize Winner "Love Story of your Love life" -2004

· Chosen as One of the Best Love Story (4th Year College)

· 2nd Place Cheerleading Competition (3rd Year High school)

· Best Actress Award (2nd Year High school)

· 2nd Place Song Interpretation (2nd Year High School)

Additional Information

  • 1st Prize Winner "Love Story of your Love life" -2004 Chosen as One of the Best Love Story (4th Year College) 2nd Place Cheerleading Competition (3rd Year High school) Best Actress Award (2nd Year High school) 2nd Place Song Interpretation (2nd Year High School) .

Accomplishments

  • Recognized as 2008 Top Performer Employee for outstanding performance and team contributions for Strategic Systems Solutions Inc. (Currently Capgemini).

Timeline

Product Specialist

Apple
07.2021 - Current

AU Mystery Shopper - Part Time

Creative Activation
01.2020 - Current

Incident Manager/Support Analyst

Capgemini
10.2006 - 07.2012

Quality Assurance and Training Manager

Alorica
08.2002 - 09.2006

Certificate - Business Administration Medical

Wesley Institute of Training

Bachelor of Science - Major in Tourism

San Sebastian College

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Location Preference

HybridRemoteOn-Site

Important To Me

Work-life balanceFlexible work hoursWork from home optionStock Options / Equity / Profit Sharing4-day work weekHealthcare benefitsPaid time offPaid sick leavePersonal development programsCareer advancementCompany Culture

Interests

Reading

Writing

Travelling

Baking

Fitness

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Certification

Certificate III in Business Administration (Medical)

Software

MS Office

Jira

Confluence

Websites

Languages

English
Native language

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Stephanie Grace Manlapaz