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Alexius Genesis Serranilla

@alexiusgenesisserran

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Product specialist at EY who improved ticket resolution time by ~30% for Adobe cloud platforms.

Philippines

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At EY, I support Adobe cloud platforms and other platforms, resolving user issues and collaborating with cross-functional teams to optimize ticket resolution processes. That work reduced average resolution time by ~30%.

As a Subject Matter Expert | Product Specialist at EY, I generated reports and dashboards to monitor team performance and participated in system development initiatives to identify process improvements. I also trained new associates and supported adherence to KPIs.

Earlier, I provided FinTech support at Cognizant and technical support at TTEC, where I supported users, helped resolve tickets, and documented user-reported issues for development teams. I also worked as a Financial Advisor at AXA, delivering financial literacy sessions and developing investment plans and insurance-focused portfolios.

Experience

Work history, roles, and key accomplishments

Current

Subject Matter Expert | Product Specialist

Current

Feb 2023 - Present (3 years 8 months)

• Generated and maintained comprehensive reports and dashboards to monitor team performance metrics.
• Actively participated in system development initiatives to identify process improvements, boosting operational efficiency.
• Trained new associates and served as a subject matter expert, empowering the team and ensuring adherence to KPIs.

Current

Adobe Cloud Platform Specialist | Product Specialist

Current

Nov 2022 - Present (3 years 11 months)

•Delivered top-tier support for Cloud-based platform and other platforms, effectively resolving user issues and enhancing productivity.
•Collaborated with cross-functional teams to optimize ticket resolution processes, leading to a reduction in average resolution time by ~30%.

Fin/Tech Support | Subject Matter Expert

Cognizant

Feb 2022 - Nov 2022 (9 months)

•Provided technical support via chat, email, and call, addressing user inquiries regarding platform navigation and API calls.
•Improved user engagement by delivering in-depth assistance and guidance for financial technology solutions.
•Collaborated with development teams to identify and document user-reported issues, facilitating solutions through enhanced system features.

Team Leader

TTEC

Dec 2021 - Feb 2022 (2 months)

• Managed a team supporting HSCS Internet Help Desk operations, ensuring consistent service delivery and adherence to company standards.
• Maintained and monitored high KPI scores across all agents, fostering healthy competition and driving continuous improvement.
• Generated and analyzed monthly performance reports, presenting actionable insights to the Operations Manager to support strategic dec

Subject Matter Expert | Tech Support

TTEC

Jan 2020 - Feb 2022 (2 years 1 month)

• Facilitated smooth integration of new hires, reinforcing company vision and team values.
• Assisted colleagues by resolving support tickets efficiently, improving response times and customer satisfaction.
• Provided guidance on resolution methods to maintain and enhance key performance indicators across the team.

Technical Support Representative

TTEC

Oct 2019 - Feb 2022 (2 years 4 months)

•Supported users of Blue Cross & Blue Shield’s WebApp, assisting global channel managers and ensuring smooth operations.

Financial Advisor

AXA

Aug 2019 - Mar 2020 (7 months)

Delivered financial literacy sessions to prospective clients and developed comprehensive investment plans and insurance-focused portfolios, aligning recommendations with long‑term financial goals.