Aaron Valencia

Aaron Valencia

About

Detail

Technical Support
Province of Zambales, Philippines

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
  • 15five
    Customer Support Engineer
    15five
    Aug 2023 - Current (3 years 3 months)
    Provided expert support for 15Five’s HRTech SaaS platform, troubleshooting software bugs, system errors, and integrations.
    • Collaborated with engineering and product teams to resolve issues and optimize user experience.
    • Assisted customers with platform features (Best-Self Review, Goals, Engage Surveys, Coaching Hub) and aligned solutions with HR and business objectives.
    • Managed Tier 1 and Tier 2 support tickets, ensuring timely resolutions within SLAs.
    • Guided HRIS and SCIM integration setups, resolved configuration challenges, and supported SSO integrations.
    • Handled user account management, including login issues and deactivated accounts.
    • Advocated for product improvements and customer satisfac
  • S
    IT Specialist (BCG
    STEFANINI PHILIPPINES INC.
    Jun 2022 - Jun 2023 (1 year 1 month)
    • Answers incoming calls, processes all email requests received, processes live chat requests and logs all end-users(VIPs, Clients, Regular employees, and Contingent workers) questions and issues accurately and efficiently into the ticketing system (ServiceNow/Remedy):
    • Helps in creating and terminating User accounts through Active Directory by following the company's New Employee/Termination Process. Processes Account related requests, like resetting password, name change, and unlocking accounts.
    • Assists end-users in troubleshooting Software, Hardware, and network related requests and/or issues. o Helps end-users in enrolling and managing their company provided mobile devices/BYOD in EMM(Airwatch). o Assists users with Softw
  • Q
    Quality Analyst
    Oct 2021 - May 2022 (8 months)
    • Completes the assessment for almost 200 agents' calls, chats and emails on a weekly basis using the metrics provided by the clients.
    • Delivers coaching feedback to agents.
    • Conducts weekly coaching sessions/QA talks for agents with unsatisfactory quality score.
    • Accomplishes weekly QA calibration with the clients.
    • Prepares weekly reports on agents' quality performance.
    • Accomplishes Leadership training conducted by the company.
    • Prepares bi-monthly Root Cause Analysis by determining the top errors/trends that lead to efficiency and quality gains on the production.
    • Helps track the agent's compliance by monitoring background noise, call avoidance and professionalism concerns.
  • C
    Customer Service Representative
    Oct 2020 - Oct 2021 (1 year 1 month)
    • Assists members through phone calls, live chats, and emails with varies of inquiries like site navigation/troubleshooting, product replacements, and commission concerns.
    • Maintains a customer account information database. Key Achievements:
    • Awarded as top agent of the month multiple times.
    • Maintained the lowest Average Handing time on the production for months.
    • Received average of 100% customer satisfaction and quality rating consistently.
  • AMA Computer College
    On-the-Job Trainee
    AMA Computer College
    Jan 2019 - Dec 2019 (1 year)
    • Completes inventory checks accurately and encoded documentation detailing results.
    • Completes the installation and configurations of CCTV cameras all over the establishment.
    • Maintains students account information database.
    • Performs troubleshooting for units in school computer laboratories.
    • Maintains the establishment's CCTV camera network back-end. Buwelo BPO Solutions Inc.
Education verified_user 0% verified
  • AMA Computer College
    Bachelor of Science
    AMA Computer College
    Jan 2015 - Jan 2020 (5 years 1 month)
  • J
    Secondary Education
    Jose C. Payumo Memorial High School
    Jan 2010 - Jan 2014 (4 years 1 month)