Highlights:

Skills:IT, support, customer service, presales, sales engineer, ucaas, ccaas

Manager - Solutions Engineering 10/1/2021 - current
RingCentral, Belmont, California United States
Industry: Telcommunications
Manages a team of Contact Center SEs on their day to day roles. Helps in closing deals in the SMB segment. Promotes a healthy culture within the team as well as the entire SE organization
> Provides pre-sales technical and sales support within the assigned segment > Keep up to date on relevant products, services and technologies (UCaaS and CCaS) > Manage, enforce and create internal processes for the betterment of the sales cycle, Including collaborating with cross-functional teams (Sales, PS, Implementations, etc) > Coach, mentor and groom the team and help them build their brands as an SE within the organization. > Collaborate and help the training team in facilitating onboarding of new hires, providing roadshows and training to the rest of the entire sales teams regarding new feature updates, new products and the like.--
Solutions Engineer - Team Lead 11/2020 - 10/2021
RingCentral, Belmont, California United States
Industry: Telcommunications
Provides pre-sales technical and sales support within the assigned segment by providing customized customer demonstrations of the RingCentral products and services (UCaaS and CCaS)
> Provides pre-sales technical and sales support within the assigned segment by providing customized customer demonstrations of the > RingCentral products and services (UCaaS and CCaS) > Perform Proof-of-Concept onboarding support for CCaS and UCaaS opportunities > Assist with occasional hardware and software lab testing, Answer RFI/RFP questions from ongoing opportunities and help drive development of key features with the RingCentral product team > Keep up to date on relevant products, services and technologies (UCaaS and CCaS) > Enforce and help create internal processes for the betterment of the sales cycle, Including collaborating with cross-functional teams (Sales, PS, Implementations, etc) > Coach, mentor and groom the team and help them build their brands as an SE within the organization. > Collaborate and help the training team in facilitating onboarding of new hires, providing roadshows and training to the rest of the entire sales teams regarding new feature updates, new products and the like.--
Solutions Engineer 11/2017 - 11/2020
RingCentral, Belmont, California United States
Industry: Telecommunications
Provides pre-sales technical and sales support within the assigned segment by providing customized customer demonstrations of the RingCentral products and services (UCaaS and CCaS)
> Provides pre-sales technical and sales support within the assigned segment by providing customized customer demonstrations of the > RingCentral products and services (UCaaS and CCaS) > Perform Proof-of-Concept onboarding support for CCaS and UCaaS opportunities > Assist with occasional hardware and software lab testing, Answer RFI/RFP questions from ongoing opportunities and help drive development of key features with the RingCentral product team > Keep up to date on relevant products, services and technologies (UCaaS and CCaS) Enforce and help create internal processes for the betterment of the sales cycle, Including collaborating with cross-functional teams (Sales, PS, Implementations, etc) > Helped with onboarding of new SEs within the team > Collaborate and help the training team in facilitating onboarding of new hires, providing roadshows and training to the rest of the entire sales teams regarding new feature updates, new products and the like.--
Tier III Specialist 09/2013 - 11/2017
RingCentral, Belmont, California United States
Industry: Telecommunications
Provide highly technical and advanced troubleshooting to resolve customer concerns while at the same time providing the best customer experience
> Provide highly technical and advanced troubleshooting to resolve customer concerns while at the same time providing the best customer experience > Answer and handle escalated calls from the customer care organization to assess the nature, reproducibility of the issue and the remediation steps taken > Analyze call logs from the CRM ticketing system and the internal tools and provide additional necessary information to expedite resolution of the customer's concern that are beyond the scope of the customer care organization. Including but not limited to working with internal teams (Product / Service Engineering / etc) and carriers to provide resolution on the issue > Identify bugs and possible service outages based on call trends, As well as work with the NOC and other internal teams on regular updates, steps to reproduce, follow up and resolution of the outage. > Find repeatable and scalable solutions to challenge the case demand through root cause analysis, creating knowledge articles for Tier 1, Tier 2 and customers and identify training gaps > Responsible for filing, monitoring and closing bug tickets through JIRA--
Quality of Service Specialist 06/2012 - 09/2013
RingCentral, Belmont, California United States
Industry: Telcommunications
Piloted this team along with 4 other individuals and acted as level 2 and level 3 support for customers experiencing voice quality issues
> Assist customers in assessing and diagnosing possible causes on the quality of the calls. As well as provide recommendations on best practices on how to best set up their internal networks. > Manage escalated issues and collaborate with internal departments to expedite issue resolution > Create, maintain and improve processes and procedures for diagnosing and resolving call quality concerns--
Senior Implementations Advisor 04/2011 - 06/2012
RingCentral, Belmont, California United States
Industry: Telecommunications
Assist and help customers in setting up their newly activated RingCentral service
> Work with the customers and provide suggestions to achieve maximum efficiency of their service Create and set up users and call queues and help with provisioning IP phones > Provide enablement training to admins and end users on the basics of the phone system and assist with the UAT before the go-live date > Analyze and help assess customer's network layout and provide best practices on how to best set up the network and the phones > Qualify and help with discovering the customer's business as a whole and help the Sales team in upselling additional lines and add-on services > Handled escalation requests for customers that was not implemented properly--
Tier I Support 09/2010 - 04/2011
RingCentral, Belmont, California United States
Industry: Telecommunications
Handled a variety of inbound calls from customers having issues with their service while providing the best customer experience
> Assisted customers in provisioning RingCentral and 3rd party phones to work with the service > Diffuse and help pacify customer sentiments and work with resolving the issue at hand > Escalate to higher tiers if issue cannot be resolved at level 1 and provide follow up to customers to confirm issue resolution--

Chiang Kai Shek College 06/2006 - 06/2008
Tondo, Metro Manila, Philippines
Degree: Associate's Degree
Major:BS in Nursing
Undergraduate in Bachelor of Science in Nursing

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