I seek roles where I can lead incident response and frontline support, improve processes with automation, and contribute to team training and performance. I am also open to learn new roles to further improve and add to my skillsets.
ELLooking for a job
Emmanuel John Libornio
@emmanueljohnlibornio
Incident management and customer service analyst skilled in process improvement and frontline support.
PhilippinesWhat I'm looking for
I am an Incident Management Analyst and customer support professional with experience across FinTech and contact center operations. I specialize in incident response, frontline issue resolution, and creating automated tracking tools to improve performance visibility and service-level compliance.
I have led training programs and teams, implemented process improvements, and proficiently use Slack, Zendesk, Twilio, Google Workspace, and Microsoft Office to drive reporting, documentation, and operational efficiency.
Experience
Work history, roles, and key accomplishments
TIServe as first point of contact for incidents, coordinating response and communicating necessary information to front-line staff to restore service and maintain SLAs.
TIDelivered frontline FinTech support resolving inquiries and billing issues, led team data tracking and created automated tools to improve performance visibility and service level compliance.
IS
Head Trainer
IConcept Contact Solutions
Sep 2021 - May 2022 (8 months)
Oversaw and delivered client trainings across call centers, training team leads and agents for Non-Voice Avatar Support to ensure consistent service quality.
IS
Team Lead
IConcept Contact Solutions
Dec 2019 - Sep 2021 (1 year 9 months)
Led and coached agents to improve KPIs, attendance, and professional growth, driving team performance and adherence to targets.
IS
Trainer
IConcept Contact Solutions
Nov 2019 - Dec 2019 (1 month)
Trained new agents on skills and processes required for Non-Voice Avatar Support to accelerate onboarding and readiness.
IS
Non-Voice Avatar Support
IConcept Contact Solutions
Sep 2018 - Nov 2019 (1 year 2 months)
Handled live caller interactions via recorded prompts activated by hotkeys, delivering accurate responses and maintaining service quality.
Education
Degrees, certifications, and relevant coursework
PM
Pambayang Dalubhasaan ng Marilao
Bachelor of Science in Information Technology, Information Technology
Completed a Bachelor of Science in Information Technology, focusing on IT fundamentals and practical applications.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
PhilippinesAuthorized to work in
Social media
Job categories
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