Looking for a job

pia tolentino

@piatolentino

Message

I resolve complex B2B customer operations cases and build scalable, consistent support workflows.

Philippines

Message

What I'm looking for

I'm open to remote opportunities where I can resolve complex customer and operational challenges, improve workflows, build scalable documentation, and support strong B2B service delivery.

I've supported B2B customers at Ingram Micro BPO LLC across the full warranty renewal lifecycle, from quotations and CRM order processing to vendor coordination, contract fulfillment, and post-sales support.

I resolve sensitive, high-impact cases while managing SLA commitments, developing SOPs and knowledge resources, and identifying process improvements that strengthen service delivery. As an SME, I've mentored new team members and supported operational continuity through organizational change.

More recently, I contributed to AI-powered robotics development at Physical Intelligence through detailed task annotation and quality review, applying analytical thinking to failures, edge cases, and evolving guidelines.

Experience

Work history, roles, and key accomplishments

AI Data Annotator

Physical Intelligence

Oct 2025 - Jun 2026 (8 months)

Contributed to AI-powered robotics development by performing detailed annotation and quality review of robotic task execution, improving model learning and operational accuracy.

Data Annotation Quality Review Analytical Thinking Attention To Detail AI Model Training

Vendor Program Specialist

Ingram Micro BPO LLC

Jun 2015 - Feb 2025 (9 years 8 months)

Managed end-to-end warranty renewal lifecycle for B2B customers, including quotations, order processing, vendor coordination, and post-sales support. Served as SME, mentored new team members, and developed SOPs and knowledge resources.

B2B Customer Support Order Management CRM Vendor coordination SLA Management Process Improvement SOP Development Mentor

Technical Lead

Harte Hanks Philippines

Jul 2011 - May 2015 (3 years 10 months)

Promoted from Technical Support Representative to Technical Lead, handling technical leadership, performance coaching, quality improvement, and operational support. Conducted root cause analysis on low issue resolution and CSAT scores, and provided live coaching.

Technical Leadership Performance Coaching Root Cause Analysis Quality Improvement Operational Support Knowledge Management Reporting

Technical Support Representative

TELUS International Philippines

Aug 2010 - Jul 2011 (11 months)

Provided end user support for billing, hardware, and technical issues in a high-volume contact center environment. Diagnosed and resolved technical issues through structured troubleshooting and clear communication.

Technical Support Troubleshooting User Communication Billing Support Hardware Support