Maila Chrisel Clemente

Project Manager

Dialpad

Jun 2023 - Current (2 years 11 months)

Cultivated strong relationships with clients, stakeholders, and team members, building a culture of trust and cooperation. Facilitated regular team meetings and stakeholder updates, fostering open communication and collaborative problem-solving. Led cross-functional teams to deliver projects within budget and on time, enhancing client satisfaction and stakeholder value. Developed comprehensive project plans, outlining scopes, timelines, and resources, facilitating smooth execution.

B

Workforce Teamlead

Bell Canada (Quantrics Enterprises)

Oct 2018 - Jun 2023 (4 years 9 months)

Analysed operational challenges and revised schedules accordingly to maintain project continuity. Coordinated with human resources to manage leave requests, ensuring adequate coverage at all times. Implemented continuous improvement initiatives to refine scheduling processes and reduce waste. Coordinated cross-functional teams to streamline workflow and enhance productivity across departments. Monitored team performance, providing suggestions for improvement and training programs to increase team efficiency.

B

Senior Technical Support

Bell Canada (Quantrics Enterprises)

Jun 2017 - Oct 2018 (1 year 5 months)

Conducted detailed root cause analyses for recurring technical issues, reducing future occurrences by 40%. Led a team in the timely resolution of complex technical problems, consistently meeting service level agreements. Conducted remote troubleshooting sessions to identify and solve technical problems.

M

Technical Support II

Microsoft(Xbox) - Convergys

Oct 2016 - May 2017 (8 months)

Administered returns and exchanges with a focus on customer satisfaction, adhering to company policies. Managed inventory levels, conducted stock checks, and placed orders for replenishment, maintaining optimal stock levels. Implemented theft prevention strategies, significantly reducing shrinkage and safeguarding store assets.

A

Customer Care Professional

American Express(VXI Global Holdings)

May 2015 - Sep 2016 (1 year 5 months)

Maintained an up-to-date knowledge of industry regulations and compliance standards, safeguarding company reputation. Analyzed transaction data to identify fraudulent activity and implemented security measures to protect customers. Oversaw daily operations of credit card portfolios, maintaining high standards of customer service and satisfaction. Implemented targeted retention strategies to reduce churn rates and foster long-term loyalty among credit card users.

T

Technical Support II

Time Warner Cable(Startek)

Sep 2012 - Jan 2015 (2 years 5 months)

Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely. Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations. Logged detailed records of customer interactions, issues, and resolutions in a database.

K

Kumon Instructor

Kumon Learning Center

May 2010 - Jul 2012 (2 years 3 months)

Evaluated students' abilities by reviewing performance records and adjusted teaching methods to foster progress. Improved learning processes through research and development of innovative methods to support teaching efforts. Provided one-to-one tutoring sessions for learners requiring additional support, tailoring approaches to individual needs.

Maila Chrisel Clemente

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