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Dicktracy Nicomedes: Professional Profile

Dicktracynicomedes has over 10 years of experience in technical support and customer service. He currently works as a Service Administrator at Concur Technologies, where he provides consultative advice on best practices and acts as the main point of contact for all Concur related technical questions. Previously he worked at Teleperformance for over 5 years, managing a team of 18 agents and ensuring targets were consistently met. He has a Bachelor of Arts in Advertising and a Bachelor of Science in Electronics and Communications Engineering.

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Rosalie Medina
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41 views2 pages

Dicktracy Nicomedes: Professional Profile

Dicktracynicomedes has over 10 years of experience in technical support and customer service. He currently works as a Service Administrator at Concur Technologies, where he provides consultative advice on best practices and acts as the main point of contact for all Concur related technical questions. Previously he worked at Teleperformance for over 5 years, managing a team of 18 agents and ensuring targets were consistently met. He has a Bachelor of Arts in Advertising and a Bachelor of Science in Electronics and Communications Engineering.

Uploaded by

Rosalie Medina
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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DICKTRACY NICOMEDES

Unit 401 FFC Building, 2770 Gen. Cailles St. Bangkal, Makat | (0917) 8686338 |dicktracynicomedes@gmail.com

PROFESSIONAL PROFILE
Team Lead: 2 ½ years of experience in Technical Support and Customer Service.
Management: Manages a team of 15-18 agents in compliance of the Client’s KPI’s.
Root Cause Analysis Expert: Effective drill-down of root causes; effective formulation and
implementation of action plans.
Achievements: Awarded as top Team Lead for consecutive months; Lead two Start-up accounts.
Concur: Has a great mastery of Concur Expense; can cater both the Travel and Intelligence/Analysis
Platforms.

SKILLS

Mastery on different coaching tools


Highly effective on driving performance and productivity
Efficiency on task delivery
Confidence on handling escalations (both internal and external)
Very strong attendance record
Good Analytical and problem-solving skills
Excellent in both written and oral communication
Motivated and highly adaptable to different types of work
Strong background on MS Office and related applications
Builds strong relationships with both Clients and peers
Managed a number of highly complex Concur Configurations

WORK EXPERIENCE

Service Administrator – Concur Technologies, Philippines (March 2014 – Present)


 Provides Consultative advice on best practices based on the companies’ Business Model.
 Main Point of Contact for all Concur related technical questions.
 Discuss the Monthly Release Notes, demonstrate, and train Program Administrators on new
functions (updates).
 Facilitate Configuration changes, Import/Export Jobs, and manages the client’s daily
requirements.
Technical Support Supervisor – Teleperformance, Philippines (November 2011 – March 2014)
 Manages 18 agents in fulfillment of the Client’s KPI’s
 Ensures continuous learning for agents through different coaching tools.
 Train and develop agents in line with the career path they are interested with.
 Monitor daily operations and be a point of escalation if necessary.
Technical Support Representatve (Level2) – Teleperformance, Philippines (September 2011 –
November 2011)
 Provides technical assistance for end-users.
 Ensures productivity by complying with the client’s mandated KPI’s
Customer Service Representatve – Teleperformance, Philippines (June 2010 – September 2011)
 Handles billing and account-related inquiries.
 Facilitates basic troubleshooting
 Recommends products and services that might be of best help in a given situation.
Technical Support Representatve – Teleperformance, Philippines (September 2009 – June 2010)
 Provides Paid technical assistance for clients.
 Upsells products or upgrades to ensure better usage experience.

EDUCATION
Bachelor of Arts in Advertsing, Colegio de San Juan de Letran (2007-2009)
Bachelor of Science in Electronics and Communicatons Engineering, Mapua Institute of Technology,
(2004-2007)

REFERENCES
Alliana Serrano, Area Manager, Salmat Services || 09178432883
Hanna Angela Caysido, Account Manager, Teleperformance Philippines || 09328748800
Elmond Juaman, Operations Manager, Convergys Philippines || 09285542112

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