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Serge Vincent Palattao

@sergevincentpalattao

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QA Analyst at Stefanini auditing calls and tickets and coaching a group of 9 agents.

Philippines

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At Stefanini, I audit approximately 70 calls and tickets each month against SLA and quality standards, identify trends, and recommend improvements. I support a group of 9 agents and Tier 2 staff, partnering with team leaders and clients to review performance and development needs.

I coach agents one-on-one and deliver customer service training. I also develop new-hire onboarding materials covering service standards, processes, and tools.

Previously at Stefanini, I coordinated outage updates, provided Tier 1 and Tier 2 support, and prepared daily SLA and performance reports. At Sitel HP, I guided end users through technical support requests and used Salesforce to support sales targets.

Experience

Work history, roles, and key accomplishments

Current

QA Analyst

Current

Stefanini

Jun 2026 - Present (4 months)

Audit approximately 70 calls and tickets per month against SLA and quality standards, identify trends, and recommend improvements. Support a group of 9 agents and Tier 2 staff, coach agents, and deliver customer service training.

EAudit Call Auditing SLA Compliance Agent Coaching Performance Improvement Customer Service Training New Hire Onboarding Teamwork performance reporting

Subject Matter Expert

Stefanini

Sep 2024 - May 2026 (1 year 8 months)

Coordinated outage communication and resolution updates across teams. Provided Tier 1 help desk support and handled advanced troubleshooting and critical incidents through remote access.

Incident Management Tier 1 Support Remote Access SLA Reporting performance reporting Communication Skills

Helpdesk Technician II

Stefanini

Dec 2021 - Sep 2024 (2 years 9 months)

Managed service requests and incidents in ServiceNow while meeting SLA targets and supporting timely resolution. Provided Tier 1 and Tier 2 support for hardware, software, network, Windows, Office 365, and endpoint issues.

ServiceNow Incident Management Tier 1 Support Tier 2 Support hardware troubleshooting Software Troubleshooting Networking Windows Office 365 Endpoint Support iOS Android Mac Knowledge Base

Technical Support Representative

Sitel HP

Oct 2018 - Feb 2021 (2 years 4 months)

Guided end users through basic troubleshooting and technical support requests, including software installation and network connectivity using remote access tools. Handled queued support requests and documented interactions for future reference and knowledge base use.

Technical Troubleshooting Remote Access Software Installation Network Connectivity Documentation Salesforce