I have 18 years of work experience in Customer Service & Incident Management. I am a BS Psychology graduate from Mindanao State University. My last two jobs led me to a technical path and enhanced my customer service and communication skills. I am a trained Immediate support skills provider for Mental health issues and a Love & life wellness coach. I am an experienced software tester and had completed several projects in the past. I am a goal-oriented, multitasker, professional, willing to be trained, and always welcome changes. For the past 18 years, I took inbound and outbound calls for network and billing-related complaints and escalations. As a Customer Service Representative of Dell International Services, Inc, for eight years I was part of the premium queue that handles complex customer concerns such as; Order status, replacement request, credit, debit and all other customer care issues. As an Incident Manager of Verizon Communications Incorporated it our task to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. I worked with various internal and external technology partners to ensure timely service restoration, develop and deliver ITIL framework-based methodologies and document relevant processes to ensure that incidents are being managed within the service level agreements as per customer expectations and within contractual boundaries. Problem Management; Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing work around and fastest resolution. On a daily basis, I am working in high-pressure situations with all levels of employees within or outside the Company that we are dealing with. I have strong communication and stakeholder management skills. The ability to take initiative, ownership of process issues with minimal supervision, and the ability to multi-task, and prioritize multiple ongoing issues are some of my skills.