Annie R.
Mid-Level Network and Services Operation Analyst
Open to offersNew to PlatformAbout
Annie A. is an accomplished professional renowned for her extensive experience in customer interaction management, data analysis, and quality assurance. With a proven track record as an Email and Chat Support specialist at Accenture Inc., she adeptly managed complex issues and delivered effective solutions. Her tenure as a Network and Services Operation Analyst further honed her skills in network troubleshooting and process improvement, facilitating internal quality audits and conducting training sessions to enhance team performance. Annie's background includes handling client reporting and productivity tracking while performing transactional and research duties across various systems. Her strong commitment to operational excellence is evident from the detailed reports she produces, utilizing advanced Excel functions to drive informed decision-making. She holds a Bachelor of Science in Computer Science from Pamantasan ng Lungsod ng Pasig and is equipped with certifications such as CCNA Routing and Switching Bootcamp.
Experience
Email and Chat Support
Accenture Inc. · 2024 — 2026Provided timely and professional support by responding to customer inquiries and complaints via email and live chat. Analyzed data to identify issues and solve problems effectively. Documented customer interactions accurately and escalated complex cases as necessary, while prioritizing tickets based on urgency and business impact.Network and Services Operation Analyst
Accenture · 2021 — 2024Supported operational accuracy through data entry and research across various systems and tracking tools. Managed ad hoc tasks such as client reporting, productivity tracking, and process updates. Conducted internal quality audits and reported findings on areas for improvement. Trained new hires in the absence of the Team Lead and led technical calibration sessions. Identified and resolved operational issues by applying process and system knowledge, while appropriately escalating tasks beyond scope.Transaction Processing Analyst
Accenture Inc. · 2015 — 2021Managed end-to-end posting of facility assignments on service orders in a back-office capacity. Collaborated with Sales, Technicians, and Repairs via chat to correct errors and perform root cause analysis on encountered issues. Developed monthly reports utilizing advanced Excel functions and contributed to issue identification and resolution through data entry and research.
Skills & Expertise
Education
- Bachelor of Science in Computer SciencePamantasan ng Lungsod ng Pasig · — — 2015