Camille Czarina Panganiban

Lead workflow and escalation coordination across operations, ensuring tasks are completed within SLA. Act as the main point of contact for escalations, working with internal teams and external partners to resolve issues related to credit, operations, and customer service. Identify process gaps, drive improvements, and support risk and compliance requirements.

Managed daily workflow coordination across multiple departments to meet defined SLAs and served as primary point of contact for escalations. Collaborated with internal teams and external partners to resolve operations, credit, and customer service issues, while identifying process gaps and supporting risk/compliance adherence.

Led a team of subject matter experts, overseeing escalation handling and ensuring high-quality resolution of complex support cases. Drove performance, mentored team members, and improved processes to enhance service delivery and customer experience.

Handled complex Tier 3 escalations for Microsoft 365 Commerce, providing advanced troubleshooting and resolution for high-impact cases. Collaborated with engineers, developers, and cross-functional teams to resolve issues efficiently, while driving improvements in escalation processes and service delivery.

Led review, design, and implementation of Microsoft 365 Commerce Tier 3 escalation processes as POC for service delivery management to strengthen operational resilience. Provided mentorship to M365 vNext Commerce SMEs, resolved high-impact customer issues through expert troubleshooting, and delivered escalation trend insights to influence operational strategies.

Directed a team of Subject Matter Experts to elevate escalation handling quality and mentorship standards for Level 1 support engineers. Optimized support models across Service Desk, Technical Support, and Commerce Support functions while providing specialized Microsoft 365 technical support and operational leadership.

Provided side-by-side mentoring to support ambassadors to resolve complex customer service requests related to Office 365 subscriptions. Specialized in B2B Commerce support, assisting with escalations and issue handling through expert guidance.

Coordinated support tasks tied to operations for Premier customers, using knowledge expertise to deliver consistent support outcomes. Identified and helped streamline operational procedures between NOAM Commerce and other vendors to improve service delivery.

Pursued a Bachelor of Science in Computer Science at AMA Computer College from 2001 to 2003.