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Haima Kiram Ismula

Supervisor - RingCentral Implementation Advisor

Summary

  • Bachelor’s Degree holder in Political Science
  •  More than 3 years Supervisory Experience for Technical and Customer Care Unit in BPO industry
  • Awarded as the Best Employee of the Quarter for Q4 - 20013 and Q1 - 2014
  • Received Monthly Recognition for Best Team Award
  • Over 8 years extensive work experience in Business Process Outsourcing Industry (Technical Support Business Unit)
  • Experienced and knowledgeable in VOIP services and Computer Systems
  • Serviced some of the world’s most advanced and well-known technology products and services through technical support
  • Excellent written, verbal communication skills, and solutions research
  • Excellent skills in leadership & teamwork
  • Extensive exposure in a proactive, complex and results-oriented environment
  • Operates with high level of passion for work
  • Highly reliable in terms of end to end project assignment and has gone above and beyond my role

Work History

Nov 2012Present

RingCentral Supervisor/Team Lead for Customer Care and Implementation

Acquire Asia Pacific
  • Available to affect the entirety of the team's operations.
  • Manage by walking around. Visible to answer questions.
  • Take calls from agents can't handle and available when an agent appears to need assistance.
  • Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
  • Motivate and encourage agents through positive communication and feedback
  • Available to affect the entirety of the team's operations differentiates a supervisor from senior management.
  • To effectively build call center culture, the supervisor is responsible for "on-the-floor" activities, and must be available to assist agents while they are "on-the-floor."
Nov 2015Present

Supervisor for RingCentral UK/BT Team

Acquire Asia Pacific

Provides support to customers under RingCentral UK and BT accounts

  • Answers difficult technical questions, solves technical problems, and suggests appropriate workarounds.
  • Provides quick and accurate handling of support interactions – phone, screen sharing, and email.
Apr 2015Nov 2015

Supervisor for RingCentral Implementation Advisor Team

Acquire Asia Pacific
  • Provides high value implementation and support to customers who recently signed up for a RingCentral Office plan
  • Deliver value to customers by helping them get the most of their RingCentral service
  • Helps customers setup and customize their hosted PBX solution to meet their business needs
  • Helps customers troubleshoot their network, router, firewall, and ISP connections to optimize their VoIP quality of service ultimately, enables seamless integration of RingCentral into their business
Jul 2013Apr 2015

Supervisor for RingCentral Premium Support Group

Acquire Asia Pacific
  • Provides support to customers who has the largest MRR (Monthly Recurring Revenue).
  • Answers difficult technical questions, solves technical problems, and suggests appropriate workarounds.
  • Provides quick and accurate handling of support interactions – phone, screen sharing, and email.
Nov 2012Jul 2013

Supervisor for RingCentral AT&T Office@hand Team 

Acquire Asia Pacific
  • Provides support to customers from AT&T Mobility who has bundled service with RingCentral Office@hand
  • Assist customers in Implementing their service with their business
  • Provides quick and accurate handling of support interactions – phone, screensharing, and email.
Mar 2012Nov 2012

Assistant Supervisor RingCentral Back office Team

Acquire Asia Pacific
  • Manages Overbooking and Immediate Implementation Requests
  • Contacts the customer's for Implementation Scheduling
  • Arrange appointments for the customers with their Implementations Schedules and IT guys
  • Ultimately, enables seamless integration of RingCentral into their business
Aug 2010Mar 2012

RingCentral Sales Engineer - Implementation Advisor

Acquire Asia Pacific
  • Provides high value implementation and support to customers who recently signed up for a RingCentral Office plan
  • Deliver value to customers by helping them get the most of their RingCentral service
  • Helps customers setup and customize their hosted PBX solution to meet their business needs
  • Helps customers troubleshoot their network, router, firewall, and ISP connections to optimize their VoIP quality of service utimately, enables seamless integration of RingCentral into their business
Dec 2009Jul 2010

Technical Support Representative - Dell, Inc. Employee Purchase Program Group 

Stream Global Services
  • Provides remote support to users for network and desktop hardware and software problems.
  • Takes calls from users, diagnoses problems, and recommends and/or implements solutions.
  • Provides technical support to staff and customers by testing software and hardware products, and maintains software documentation, responds and follows-up on customer support problems.
  • Provides support to end users for PC applications and hardware.
Aug 2007Dec 2009

Technical Support Representative - Vonage Technical Support Group

eTelecare Global Solutions
  • On Boarding Queue support
  • Member of one of the pioneering teams in OBQ support.
  • Combines the duties and responsibilities of Install Team and Escalation Team
  • Handles customers that are 30 days or less in their service.
  • Takes care of general questions, installations, and navigates the customer through the transition from traditional landline phone to VoIP phone.
  • Ensures that customers are able to use the service as soon as possible.

Education

Jun 2002Mar 2006

Bachelor of Arts in Political Science

Western Mindanao State University
Jun 2002Mar 2006

High School

Pilar College

Skills

Leadership Skill
  • Exceptional leadership skills developed through work experience in school government position, tutoring, mentor/leader, personal coach
  • Able to lead others in high-demand situations
  • Coaching, guiding, or tacking
  • Delegating tasks or responsibilities
  • Demonstrated leadership
  • Evaluating performance, programs, processes, or events
  • Group facilitating, managing group interactions
  • Planning, budgeting, goal setting, or scheduling
  • Proven leadership and organizational abilities
  • Strongly committed to team-building and staff development
  • Supervising people or processes
  • A genuine desire to achieve, excel and evolve
  • Ability to grasp new ideas and integrate them into desired results
  • Ability to work independently in a fast-paced environment
  • Able to coordinate several tasks simultaneously
  • Able to handle challenges, with proven history of increased productivity
  • Able to prioritize and operate proactively
  • Analyzing situations or data
  • Commended for reliability and trustworthiness
  • Committed to implementing quality improvement techniques
  • Consistent record of forging strong relationships
  • Coordinating activities or events
  • Corresponding, answering, or initiating
  • Counseling, advising, or listening
  • Creating new ideas, new ways of doing things
Team Player Skill
  • Possess strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives at appropriate times
  • Thrive in a team environment and work well with others
  • Enjoy working as a team member as well as independently
  • Team leader and team player
Communication Skill
  • Excellent written and verbal communication skills.
  • Confident, articulate, and professional speaking abilities (and experience)
  • Empathic listener and persuasive speaker.
  • Writing creative or factual.
  • Speaking in public, to groups, or via electronic media.
  • Average in presentation and negotiation skills.
  • Communication skill developed through experience in customer service, technical support and Supervisor/Mentor
Computer Skill
  • Proficient computer literacy proven through work experience in customer service, technical support and Supervisor
  • Average in MS Excel, Power point and Ms Word
Research Skill
  • Highly critical thinker with effective researching skills proven through work experience in Mentor/Team Lead

Certifications

Nov 2015Dec 2015

Leadership Training

RingCentral - Acquire Asia Pacific
Sep 2015Sep 2015

MS Excel Training

RingCentral - Acquire Asia Pacific
20122014

Effective Coaching

RingCentral - Acquire Asia Pacific
Nov 2012Dec 2012

4C's of Coaching

RingCentral - Acquire Asia Pacific
20122012

Time Management Training

Ringcentral - Acquire Asia Pacific

Reference

                    1. Fr. Angelo Calvo - ZABIDA President - +63917-7102926

                    2. Esperancita Enriquez Hupida - ZABIDA Executive Director - +63917-7244319