Mia Grace Cotiangco
Subject Matter Expert
Kuala Lumpur,14
Summary
Adept at driving project success and enhancing team performance through strategic thinking and creative solutions. Skilled in programming languages like nodeJS and Python, and proficient in CRM tools like Zendesk. Demonstrated excellence in training, project planning, and fostering team collaboration, significantly contributing to continuous product and service improvement.
Overview
9
9
years of professional experience
Work History
Subject Matter Expert
TDCX (MY), Sdn. Bhd.
12.2023 - Current
- Basic knowledge with programming languages such as but not limited to nodeJS, Python.
- Able to read API coding and run sample codes in a code playground such as Runkit.
- Working knowledge of CRM tools, such as Zendesk.
- Mentored junior team members, contributing to their professional growth and development.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Collaborated with management to identify and prioritize new development concepts.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Designed and prepared technical reports, studies, and related documentation.
Senior Specialist, EA
TDCX (MY) Sdn. Bhd.
11.2020 - 11.2023
Account Specialist
TDCX (MY) Sdn. Bhd.
08.2019 - 10.2020
Team Leader Trainee - Intuit Quickbooks Online
Concentrix, Inc,
09.2018 - 08.2019
- Provide superior technical support for Quickbooks Accountant users, with a focus on accountant clients.
- Understand and be able to guide clients through the functionalities of QuickBooks Online, such as invoicing, bookkeeping, account setup, payroll, and more.
- Create high-quality customer interactions and experiences that instill confidence using deep customer empathy, and deep knowledge and expertise in the customer-facing role
- Stay current with updates, new features, and functionalities of the software.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Subject Matter Expert - Intuit Quickbooks Online
Concentrix, Inc.
02.2018 - 08.2018
- Mentored junior team members, contributing to their professional growth and development.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Handle supervisor escalations.
- Analyze team performance with the partner team leader to identify AFIs and action plans relating to product knowledge.
Program Ready Trainer - Intuit Quickbooks Online
Concentrix, Inc.
11.2017 - 01.2018
- Enhanced program effectiveness by developing and implementing comprehensive training modules for new staff.
- Increased trainee satisfaction ratings by continuously updating training content based on feedback and industry trends.
- Developed strong relationships with program participants, offering ongoing support and resources throughout their learning journey.
- Supported the successful onboarding of new employees by providing thorough orientation sessions covering company policies, procedures, and culture.
Technical Support Associate - Intuit Quickbooks On
Concentrix, Inc.
11.2015 - 11.2017
Accounting Intern
Leyeco V
06.2015 - 10.2015
- Assisted with month-end closing and reporting duties.
- Reviewed and paid vendor invoices monthly.
- Applied principles of accounting to analyze financial information and prepare financial reports.
- Gained hands-on experience with various accounting software programs such as QuickBooks and Excel, enhancing overall efficiency in daily tasks.
- Compiled monthly journal entries into general ledger system.
- Managed cash flow by monitoring accounts receivable collections and ensuring prompt payments from clients.
Education
Bachelor of Science - Accounting Technology
Western Leyte College, Inc.
Ormoc City, Philippines 04.2001 -
Skills
- Training and mentoring
- Strategic Thinking
- Creative solutions
- Strong analytical skills
- Problem-solving abilities
- Team Collaboration
- Multitasking
- Excellent Communication
- Data Analysis
- Project Planning
Timeline
Subject Matter Expert
TDCX (MY), Sdn. Bhd.
12.2023 - Current
Senior Specialist, EA
TDCX (MY) Sdn. Bhd.
11.2020 - 11.2023
Account Specialist
TDCX (MY) Sdn. Bhd.
08.2019 - 10.2020
Team Leader Trainee - Intuit Quickbooks Online
Concentrix, Inc,
09.2018 - 08.2019
Subject Matter Expert - Intuit Quickbooks Online
Concentrix, Inc.
02.2018 - 08.2018
Program Ready Trainer - Intuit Quickbooks Online
Concentrix, Inc.
11.2017 - 01.2018
Technical Support Associate - Intuit Quickbooks On
Concentrix, Inc.
11.2015 - 11.2017
Accounting Intern
Leyeco V
06.2015 - 10.2015
Bachelor of Science - Accounting Technology
Western Leyte College, Inc.
04.2001 -
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