Liezl Sampaga

- Plays a vital role in cultivating and maximizing team's working performance. - Manages the team to ensure that all issues via inbound calls, emails and walk-ins are resolved in line with the SLA. - Manages Helpdesk Engineer's duty roster. - Coach and mentor team members with regard to technical and business issues. Serves as an advocate of continual improvement, encourage self and others to put forward new initiatives to improve the services.

- Provides first-level contact and problem resolution for all users (Prudential Financial advisers) with application/software issues. These includes software installations/upgrades, technical issues - Responsible for supporting the Sales Force Automation System whenever there’s a technical problem or data inconsistency issue. - Assist in software evaluation and testing, continuously document and update the FAQ and Service Desk manuals and processes.

- Provide high level of technical support and superb customer service through the phone - Communicate with various departments to achieve a unified goal - Ensured that cases and callbacks are logged in accordance with Data Quality Guidelines - Ensured that Service Levels are achieved as communicated by the Account Manager

- Cross-trained agent – Supporting handheld and smartphone devices. - Accountable for providing a high level of technical response to the customers of our client. - Ensures that all communication with customer is within the guidelines of the client. - Reaches and maintains the level of technical competence and customer service skills as required for the post..

- College Thesis 1 and 2 Adviser (January 2004-August 2004) - Teaches programming languages (C, C++, JAVA, VB 6.0, System Analysis and Design, Compiler Design) - Perform formal assessment activities

Programming