Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Interests
Timeline
OfficeManager

JEM KEVIN H. GAYARES

Analyst, Identity & Access Management (IAM)
San Pedro

Summary

Experienced Analyst with over five years of experience in the IT-BPO industry. Excellent reputation for resolving problems and improving customer satisfaction.

Overview

3
3
Languages
11
11
years of post-secondary education
7
7
years of professional experience

Work History

Analyst, Identity & Access Management

ANZ Global Services and Operations Manila, Inc.
2018-05 - Current

Financial

  • Accurate processing of UAM requests & cost of rework for inaccurate requests
  • Improvement in operating cost and quicker turnaround time due to higher efficiency
  • Drive automation by identifying manual reporting

Customer

  • Target Service Level Agreements (SLAs) are consistently met
  • Improve customer focus in the manner in which queries are handled and responded resulting in improved customer feedback
  • Consistently engage with customer and assist the manager in meeting or exceeding customer expectations
  • Effective resolution of all queries/customer complaints to avoid recurrence
  • Effective customer communication in UAM services
  • Scheduling stakeholders meetings & proactively address/facilitate issue and re-addressable of issues

Process

1. Process Adherence

  • Assist in Creation, Amendment & Deletion of user ID's on ANZ's banking systems to ANZ staff per HR records
  • Ensure Access control is automated, systematic and transparent by performing administrative tasks and implementing processes
  • Work tasks consistently meet all agreed SLA's whilst reducing inconsistencies associated with risk/errors measured by Manager
  • Assist with the development of training materials based on source documentation, including process maps, procedures, policies and any additional required reference material
  • Resolves and/or escalates complex matters to the Manager in a timely manner

2. Administrative and Reporting Tasks

  • Completion of personal daily statistics/reports as directed and provided to the Manager in a timely and accurate manner
  • Updating of Max page and access request forms as per ANZ standards

3. Single Point of Contact/Escalation Management

  • Ensure that the team is updated about any process/procedure changes
  • Liaise with the onshore contacts for process updates and resolve queries about the function/process

4. Process Improvement and Quality

  • Implementation of processes and performance of administrative in line with documented procedures to ensure consistency in quality of service
  • Identify areas of process improvement, suggest changes & implement under the guidance of Manager

People

  • Liaison with stakeholders for necessary approvals to ensure the process is completed within the SLA period
  • Performance Development, Compliance Obligations

Risk/Compliance/Behaviors

  • Ensure EDGE and Core compliance adherence is maintained at 100%
  • Takes personal responsibility and ownership of Risk and Compliance matters and escalates to line manager when required
  • Annual Leaves to be planned in advance, minimal unscheduled leave & manage time & breaks
  • Effective management of daily tasks

Remote Service Consultant

ANZ Global Services and Operations Manila, Inc.
2017-04 - 2018-05
  • Trained to resolve customer enquiries at first point of contact and make informed decisions early in the call (adhering to best practices and procedures) to transfer customers to appropriate Solutions group where identified that the call may be a more complex type of enquiry
  • Focused on each customer's end-to-end journey with ANZ
  • Interacted frequently and directly with Solutions Bankers, Team Leaders, and Service Design team
  • Ensured customer outcomes are the central focus of all activity
  • Made frequent conversations with customers through following a new way of interacting with our customers
  • Connected with the Team Leader to receive updates, feedback, coaching and to learn
  • Proactively liaised with the Service Design team to identify any improvement opportunities
  • Actively discussed complex customer issues with other team members to deliver a radically better customer experience and satisfaction leading to improved NPS (Customer Survey)
  • Assisted customers in Australia with different banking transactions involving their savings or credit card accounts, e.g. direct debit stop, disputes, credit card fee or interest reversals, damaged/expired card replacement, statement requests, lost or stolen cards etc.
  • Guided customers in Australia on how to utilize internet banking on the web, mobile banking on smartphones or phone banking registration and other digital banking related inquiries
  • Helped customers in Australia improve their banking experience by educating them of all available and different ways on how to get quick answers to their banking concerns

Waiter

Luxury Restaurants
2016-07 - 2017-03
  • Welcomed and greeted guests with a smile
  • Arranged and prepared tables and other fine dining set up
  • Explained the menu
  • Took orders
  • Served food and beverages and made sure that cold food & drinks are maintained cold and hot food & drinks are maintained hot
  • Checked with customers how they feel about the food or drinks
  • Corrected any minor or major issues
  • Processed payments
  • Provided excellent customer service experience
  • Promoted and upsold products
  • Collaborated with fellow front staff, kitchen and bar staff
  • Consistently adhered with health and safety rules and regulations
  • Performed inventory tasks
  • Checked stored supplies and made sure expirations are properly labeled and updated
  • Ensured cleanliness in every corner of the store

Tech Support Rep 2

Convergys Corp
2013-09 - 2014-03
  • Provided full range of technical support for AT&T U-Verse high speed internet, cable TV and telephone service in a prompt, efficient and professional manner
  • Understood customer needs and recommended appropriate solutions
  • Prepared work orders for maintenance requests after determining if field visits are required and ensured appropriate follow-up procedures are met
  • Troubleshot PC/e-mail/modem/home networking problems and escalates advanced troubleshooting problems to Technical Support group when appropriate
  • Maintained accurate problem call tracking in helpdesk ticketing system
  • Demonstrated excellent knowledge of Windows and Macintosh operating systems, internet/IP, web browsers, e-mail and other PC operating and connectivity technologies.
  • Diagnosed PC hardware, software, operating system and cable modem and cabling issues
  • Consistently demonstrated ability to meet higher performance expectations
  • Adhered to strict rotating work schedules

Customer Service Representative

Transcom Worldwide Phil. Inc
2011-06 - 2013-08
  • Provided a wide scope of customer Service for Comcast high speed internet, cable TV and telephone services, e.g. activation of cable TV digital box, internet modem and EMTA device, provisioning of all types of cable TV box, internet and telephone device, TV programming etc.
  • Prioritized customer needs and recommended appropriate solutions
  • Prepared work orders for maintenance requests after careful assessment of the situation and ensured adherence to company policies
  • Troubleshot common cable TV issues, e.g. no picture, snowy screen, no signal error, no audio, missing channels etc.
  • Troubleshot high speed internet problems, e.g. no connectivity, intermittent connection, poor connectivity etc.
  • Troubleshot phone line issues, e.g. no dial tone, static line, missing voicemail, unable to make outgoing calls or receive calls etc.
  • Maintained accurate problem call tracking in helpdesk ticketing system
  • Demonstrated excellent knowledge of Windows and Macintosh operating systems, internet/IP, web browsers, e-mail and other PC operating and connectivity technologies
  • Diagnosed PC hardware, software, operating system issues, cable modem and cabling issues
  • Consistently demonstrated ability to meet higher performance expectations

Education

Bachelor of Science - Information Technology

University Of St. La Salle
2008-06 - 2011-03

High School Diploma

Madeleine Academy (formerly La Consolacion School)
2004-06 - 2008-03

- Grade School

La Castellana Elementary School 1
1999-06 - 2004-04

Skills

Benefits
Billing
Business process
Cables
Cable
Credit
Clients
Client

Excellent Customer Service

Debit
Dialog
Drivers
Email
Fax
Features
Access
Excel
Mail
Microsoft office
Outlook
Powerpoint
Word
Modems
Personnel
Policies
Quality control
Retail
Safety
SMS
Technician
Telephone
Phone
TV
Troubleshoot

Analysis

Critical Thinking

Communication

Team Player

Additional Information

  • College Sophomore Class Mayor 2009-2010
  • College Freshman Class Mayor 2008-2009
  • PGMA Academic and Leadership Award 2008
  • Civic Service Awards 2008
  • School Leadership Award 2008
  • High school Student Coordinating Body/Student Supreme Government President 2007-2008
  • High school Junior Mayor 2006-2007
  • High school Sophomore Class Mayor 2005-2006
  • High school Freshman Class Mayor 2004-2005
  • Boy scout Team Leader 2004

Languages

English (American, Australian, British etc.)

Tagalog

Ilonggo/Hiligaynon

Interests

Technology

Politics

News

Social media

Music

Animals/pets

TV/Online series

Movies

Physical fitness/workout

Good health

Timeline

Analyst, Identity & Access Management

ANZ Global Services and Operations Manila, Inc.
2018-05 - Current

Remote Service Consultant

ANZ Global Services and Operations Manila, Inc.
2017-04 - 2018-05

Waiter

Luxury Restaurants
2016-07 - 2017-03

Tech Support Rep 2

Convergys Corp
2013-09 - 2014-03

Customer Service Representative

Transcom Worldwide Phil. Inc
2011-06 - 2013-08

Bachelor of Science - Information Technology

University Of St. La Salle
2008-06 - 2011-03

High School Diploma

Madeleine Academy (formerly La Consolacion School)
2004-06 - 2008-03

- Grade School

La Castellana Elementary School 1
1999-06 - 2004-04
JEM KEVIN H. GAYARESAnalyst, Identity & Access Management (IAM)