Open to opportunities

E Jr Perena

@ejrperena

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Customer care analyst and team leader focused on technical support, customer service, modeartion and operations.

Philippines

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What I'm looking for

I seek a role combining technical support and team leadership where I can improve agent performance, resolve complex IT issues, and enhance customer retention.

I am a customer care analyst and team manager with experience supporting IT systems, software administration, and frontline operations across BPO programs.

I administer client software, maintain administrator-level remote access, and handle incident and service request tickets while providing on-call support.

I have led teams, set KPIs, delegated tasks, coached agents, performed performance evaluations, and created job aids and workflows to onboard and support programs.

My background includes technical support, data entry, accounts receivable/payable support, payroll troubleshooting, and verification research; I focus on improving agent confidence and customer retention.

Experience

Work history, roles, and key accomplishments

Current

Customer Care Analyst

Current

Deltek Philippines Sys (LTD)

Oct 2021 - Present (4 years)

Provide incident and service-request resolution, maintain administrator-level remote access and client IT system infrastructure including servers, databases, networks and cloud, and deliver on-call support to reduce downtime.

Incident Management Networking Cloud Infrastructure Troubleshooting Ticketing Systems Customer Support

Team Manager

Concentrix

May 2021 - Oct 2021 (5 months)

Managed day-to-day operations for Intuit Premium High Value team, set KPIs, delegated tasks, conducted performance evaluations and coaching, and produced daily performance reports to improve team productivity.

Team Leadership KPIs Performance Coaching Reporting Conflict Resolution Training Operations Management

Subject Matter Expert

Concentrix

Aug 2018 - Nov 2019 (1 year 3 months)

Supported Small Business, Accountants, Payments, HR and Payroll workflows for Intuit, accepted escalations from frontline agents, created job aids and ensured issues were resolved by end of day.

Escalation Management Workflow Design Job Aids Troubleshooting

Accountant Group Support

Concentrix

Aug 2017 - Aug 2018 (1 year)

Performed data entry for accounts receivable/payable, generated reports, managed accountant certification and membership accounts, and supported payroll troubleshooting and software configuration.

Data Entry Accounts Receivable Accounts Payable Reporting Payroll Support Account Management Troubleshooting

Technical Support Specialist

Concentrix

Jul 2016 - Jul 2017 (1 year)

Provided technical support for Intuit Pro/Premier products including advanced troubleshooting, software installation/configuration, product recommendations and sales quoting to fit business needs.

Technical Support Troubleshooting Installation Product Recommendations Accounting Support

Verifications Researcher

HireRight / Teleperformance

Jul 2014 - Jul 2016 (2 years)

Verified education and employment histories, conducted reference interviews and research via calls, email and databases, and met production goals while transcribing verified information into proprietary software.

Research Data Transcription Communication & Compliance