David Danielle Bernales Cabuenos

A

Lead Caller / Compliance Officer / Digital Marketing

Ace Care Services

Jun 2024 - Mar 2025 (10 months)

• Call and follow up with leads from Google Ads • Prepare accommodation quotes and close service agreements • Track client progress, report incidents, and update support coordinators • Update website content and source blog imagery

IT Support Engineer II / Overnight IT Support

ScalableOS

Mar 2024 - Apr 2025 (1 year 2 months)

• Use ConnectWise to log, track, and manage incident/request tickets • Manage Active Directory accounts (resets, unlocks, modifications) • Handle user provisioning and deactivation, folder permissions, licenses • Manage O365 tasks (email setup, distribution lists, forwarding) • Monitor and respond to high-priority server/switch/node alerts • Lead weekend/off-hours ticket management and backlog scrubbing

C

Cold Caller / Setter Manager

Copy Kevin

Feb 2023 - Apr 2024 (1 year 3 months)

• Call leads and book sales appointments • Manage client calendars and daily meeting reports • Conduct team coaching, EOD/weekly reports, and performance tracking

F

Service Desk Analyst II

FIS Global Solutions

Jul 2021 - Mar 2024 (2 years 9 months)

• Use ServiceNow for ticket tracking and incident resolution • Manage Active Directory and O365 user accounts • Handle provisioning, folder permissions, and license management • Monitor high-priority infrastructure alerts and ensure resolution

Customer Service Representative

iQor Philippines

Apr 2020 - Jun 2021 (1 year 3 months)

• Process and manage online orders and refunds for seasonal account • Support home insurance claims and household insurance accounts

W

Service Desk Analyst

Wipro Philippines

Feb 2019 - Apr 2020 (1 year 3 months)

• Maintain 80%+ first-call resolution rate via RemedyForce • Perform AD password resets and application access support • Troubleshoot hardware/software and escalate complex issues

G

Customer Support Professional

Genpact Philippines

Jul 2018 - Jan 2019 (7 months)

• Manage high-volume inbound/outbound calls • Resolve service issues, process authorizations, and update records

C

Service Desk Analyst

CGI PHILIPPINES

Oct 2017 - Jun 2018 (9 months)

• Document and track incidents, escalate unresolved issues • Troubleshoot mobile app and web portal issues for clients

Technical Support Representative

Concentrix Philippines

Oct 2016 - Jun 2017 (9 months)

• Troubleshoot satellite TV issues, process billing and refund requests • Offer upgrades like premium channel subscriptions

T

Technical Support Representative

Teletech Novaliches

Apr 2016 - Oct 2016 (7 months)

• Resolve internet issues, manage account creation and upgrades • Handle billing disputes, retention, and account cancellations [IMAGE]

C

Customer Support Professional II

Convergys Philippines

Feb 2015 - Mar 2016 (1 year 2 months)

• Sell US premium channels and resolve billing issues • Consistently top performer in sales and support metrics

V

Technical Support Representative II

VXI Philippines

Feb 2014 - Dec 2014 (11 months)

• Provide Level 2 tech support and assist Level 1 agents • Diagnose internet, TV, and phone issues

Technical Support Representative

Teleperformance

Aug 2013 - Feb 2014 (7 months)

• Top performer in training and consistently high QA ratings • Resolve customer connectivity and billing issues

David Danielle Bernales Cabuenos

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