kiara oca
@kiaraoca
I build LLM-powered tools that automate support workflows and improve customer outcomes.
PhilippinesWhat I'm looking for
At Oracle NetSuite, I orchestrate complex enterprise and SMB escalations, use support analytics to reduce critical-case resolution time by 30%, and partner with Engineering on lasting workflow fixes.
I built and deployed the Case Triage Bot, a Streamlit-based AI triage system using Gemini Pro, Python, and NLP sentiment analysis to prioritize escalations, summarize cases, and surface at-risk customer signals. The project combines product strategy with hands-on prototyping, secure secrets architecture, and cloud deployment.
My background in technical support, assurance, and accountancy brings structured analysis, process improvement, and business credibility to AI product work.
Experience
Work history, roles, and key accomplishments
Product Support Manager
Oracle NetSuite
Feb 2022 - Present (4 years 6 months)
Orchestrate complex technical escalations for Enterprise and SMB segments, ensuring rapid resolution and customer retention. Identify systemic process gaps and collaborate with Engineering to implement long-term fixes, driving a 30% reduction in MTTR for critical cases.
Technical Analyst
Oracle NetSuite
Sep 2020 - Jan 2022 (1 year 4 months)
Served as a subject matter expert resolving complex technical and functional issues within the NetSuite ERP ecosystem, specializing in SCM, WMS, and Manufacturing modules. Maintained a 4.80 CSAT score by translating technical findings into clear guidance.
Analyzed large-scale financial and operational datasets for manufacturing and supply chain clients to identify anomalies, evaluate risk, and scope audit procedures. Guided clients through financial reporting standards and tax regulations, ensuring compliance.
Education
Degrees, certifications, and relevant coursework
UP Open University
Certificate, Data Annotation
2026 - 2026
Completed a short course on Data Annotation for Aspiring BPO Professionals, gaining skills in data labeling and preparation.
St. Paul University Quezon City
Bachelor of Science, Accountancy
2014 - 2018
Pursued a Bachelor of Science in Accountancy, building a strong foundation in accounting principles and financial analysis.
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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