Danielle V.
Senior Technical Operations Manager
Open to offersNew to PlatformAbout
Danielle V., based in Dumaguete, Philippines, is a seasoned Technical Operations Professional with over six years of experience in fast-paced SaaS, Fintech, and IoT support environments. With a Bachelor of Science in Information Technology, she has transitioned from technical execution and Quality Assurance roles to a leadership position managing a 12-member support team. In her role as a Customer Service Team Leader at ECEnterprises Group Manila Inc., she excels in managing complex helpdesk workflows, prioritizing ticket queues, and executing multi-channel incident responses within strict Service Level Agreements (SLAs). Her core expertise lies in Helpdesk & Queue Prioritization, Root Cause Analysis, and Quality Assurance. Danielle improves team performance metrics through coaching, while effectively coordinating with technical engineering teams to track and resolve system escalations. Her ability to perform Support Analytics & Dashboard Reporting has led to impactful process optimizations and efficiency improvements.
Experience
Customer Service Team Leader
ECEnterprises Group Manila Inc. · 2024 — PresentSupervised a customer support team of 12 in a fast-paced SaaS setting, overseeing daily task allocation and shift scheduling to achieve stringent SLA targets. Prioritized and managed the ticket queue, focusing on high-severity technical issues across email and chat channels. Coordinated with internal technical teams to monitor software bugs, escalate critical system issues, and relay updates to stakeholders. Reviewed team KPIs to identify issues and implement efficient workflow enhancements. Conducted coaching sessions and developed training materials to enhance accuracy and technical troubleshooting skills.Quality Assurance Analyst
ECEnterprises Group Manila Inc. · 2021 — 2024Performed audits of agent interactions and technical support tickets in Zendesk and Intercom to uphold quality standards. Investigated recurring support problems through customer ticket analysis to uncover product friction and suggested process improvements. Delivered actionable feedback and coaching to agents, aiming to enhance overall quality assurance (QA) metrics. Worked alongside operations leadership to refine QA protocols, shortening the auditing feedback loop for performance enhancement.Customer Service Representative
ECEnterprises Group Manila Inc. · 2019 — 2020Delivered technical troubleshooting and support for complex SaaS, IoT, and Fintech platforms within a high-volume, SLA-focused environment. Handled high-priority customer issues using structured escalation processes and effective resolution workflows. Ensured thorough case documentation in CRM tools for data tracking and root cause analysis. Met strict individual targets for first response time (FRT) and customer satisfaction (CSAT) metrics.Computer Instructor
Metro Dumaguete College, Dumaguete City · 2015 — 2016Provided technical instruction, set up systems, and trained users in operational skills.Disaster Preparedness Facilitator
International Care Ministries Foundation, Inc. (ICMFI), Dumaguete City · 2014 — 2015Facilitated training sessions, engaged in public communication, and coordinated operational activities.
Skills & Expertise
Education
- Bachelor of Science in Information TechnologyMetro Dumaguete College