WHAT ARE YOUR GREATEST STRENGHTS?
I am good at building trust and I am reliable. Being a senior engineer in my current role, I am always
being asked by my junior engineers whenever they have inquiries with regards on how they can
effectively and properly escalate some incidents they are handling. Also, there was a time I was given
task to coach a newbie in our team, I took care of her and made sure that she is prepared before she will
be onboard to take complaints/incident management. As a result, she grew a lot and producing good
results.
I am very honest. When I feel the workload is too large to accept another task or if I don’t understand
something. I always let my supervisor know.
I take full ownership on the specific tasks that were given to me.
During the time I was asked by my manager to handle incidents related to a new PLDT product, I assume
that they want me to become a subject matter expert for that particular task. So I did a lot of research
and collaborations to internal groups to help me to fully understand what is needed to effectively take
this new role. It became successful as I have handle and covered all of the issues encountered during
migration and before the offer was fully launched to the public.
I am enthusiastic and self driven person. I tend to work more than the average person do.
My strenght is the ability to collaborate closely to everyone on my team regardless who they are so I
that I can fit quickly in the team and can build positive long term relationships in work.
Another strenght of mine is my ability to learn fast and I am adaptable to changes. I will always support
the goals of the team and will quickly adapt to the working environment so I can work with the right
mindset that I will always be a performer in the company.
WHAT ARE YOUR GREATEST WEAKNESSES?
1) Shyness – I struggle and find it intimidating to ask questions or raise points whenever we have
meeting in the past, so I often remained quiet. But I have been trying to be more vocal nowadays so I
can become more confident.
2) Another area that I want to improve with is my confidence in public speaking. I found it also
intimidating to discuss a presentation in large group. As a result, whenever I have tasks to cascade
something or conduct knowledge transfer to my team mates, I frequently do practice my presentation in
front of a mirror or infront of my husband/friend then I am asking for their feedback to what can I
improve. And as of now, I am still not good at this matter, but I am taking selfstudy or watching a lot
videos/podcast regarding public speaking so I will know the key points to improve on this craft.
WHY DO YOU WANT THIS JOB?
There are couple of reasons why I want to work in your company. One is your track record of being
world-leading technology provider or Canada's #1 telecommunications provider. I want to make an
impact with my work. And as a part of your team, I think I can help to solve some of the major incidents
in your company to provide the best customer service to your clients. .
Another thing is that based on my research I found that diversity is one of the core values of the
company. Working with diverse environment inspires me and broadens my horizon. I like the role
because I feel I can contribute with my incident management skills and 9+ years of industry experience.
At the same time, with the additional responsibilities and technology focus of the role, it feels like it is a
great next career step for me.
WHERE DO YOU SEE YOURSELF IN 5 YEARS?
In the future, I would like to be a lead service desk engineer in this company. In five years from now, I
would also want to be respected, trusted and high performing member of the team. I have learned the
necessary incident management skills and worked as an individual contributor in several projects. My
internal and external clients have given me great feedback and I grow of my role as SDE and taken more
and more responsibilities and already had the leadership skills. In this role, I could have a greater impact
in ensuring high customer satisfaction. Essentially, I want to build a long term career with your company.
WHY ARE YOU LEAVING YOUR CURRENT JOB?
Ok. What I like about my current job is that I have the opportunity to develop my incident management
skills, worked with inspiring colleagues and can contribute in improving some of the internal processes.
The reason why I am still interested in this position is because I could manage major incidents, work with
new technologies and environment and make a bigger impact on my work since the roles could affect
thousands of customers who are using the services of your network.
TELL ME ABOUT YOURSELF.
I am Irma Nicdao Miraflor. I am 32 years of age and currently residing in the city of Pasig. My home
province where I grew up is Pampanga where I landed my first job after passing the board exam.
I am sorry I didn’t include this on my resume, my first job is an academe instructor in private campus in
San Fernando, Pampanga. I used to teach Mathematic and other engineering subjects for almost 2
semesters in college. Around October of 2012 I decided not to renew my contract as an instructor and
started to apply for service desk engineer in Smart and I started to take the role on December 2012.
I have loved the role and continue to enhance my skills on this field. Right now, I am still studying and
learning because “learning should never stop”.
As a person I am interested in communication and information technologies, I thrive and I always take
ownership of my work. I am motivated in challenging my analytical skills in my chosen job. I like to seek
nwe perspectives and I often heard my collegues that I am collaborative and helpful.
HOW DID YOU HEAR ABOUT THIS POSITION?
Honestly, I’ve been following your company page in linked in starting 2020 during start of pandemic.
During the time I receive notification in my email about the available jobs in Verizon on Jan 2022, I was
in my sister’s house where I have a limited and poor indoor internet connection. As soon as I reached my
house with a wifi connection, I checked my social media and saw in my posts regarding jobs in Verizon
posted by my former teammates in Smart who are now working also in your company. I remember I
asked one of them to send me the links because I am interested to join your company and to see if a
service desk position is available because that was the position I am eyeing for and would match my
skills and wanted to pursue.
DO YOU PREFER WORKING INDEPENDENTLY OR IN A TEAM?
I enjoy working in a team. I like to collaborate, strategize and align my goals to the goals of the team as
well. But I am also comfortable to work on assigned task which will require me to work independently. If
I am trained enough, I would need little to no supervision at all.
HOW DO YOU KEEP YOURSELF ORGANIZED?
I am used to juggling project meetings at my current job where I’m often moving from one online
meeting to another, but I make sure they are all on track. On a day to day task, we are always
bombarded with a lot service request/tickets that we need to attend and I usually prioritize first the
most urgent ones then I will do the repetitive daily task that I am accountable for.
WHAT SKILLS WOULD YOU BRING IN THE JOB?
I have an excellent analytical skills when it comes to incident management that help me to increase our
team's over all resolution rate KPI by 2% (94 to 96%). Through my incident analyis, I was able to identify
the major root cause of most of the incident we handled and was able to review and modify our existing
guidelines to drive the resolution of those incidents.
I don't have any experience in directly answering calls from customers but I believe that I can learn it
quickly as I have worked with other CRM systems. I had handled VIP complaints wherein I am directly
communicating a legal team (which is a non technical person) and I successfully provided updates on
concern incidents in a proffesional and constructive way.
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TELL ME ABOUT YOU DEMONSTRATED YOUR ANALYTICAL SKILLS
When we started to handle PLDT wireless products in our team, there was a migration of changing the
charging system of those products to a new charging platform manage by Smart.
As the activity was implemented and the project implementors were seems proud and the activity was
tagged successfully completed. However, a number of PLDT customers were complaining of inability to
use their data services included on their plan. So my task is to analyze what causes the issue and come
up a resolution to the problem.
My first task is to identify what data should I use to determine I understand the issue and I want to
figure out how the big problem was. I received help from my level 2 intelligent network team support
and provided me the count of active subscribers who availed the plan. As result, I've learned that there
were about 16k affected subscribers and that was so huge, so we have a severe problem. I had escalated
this to the project owners and seek help to provide the documens of old and new platform setup.
Using those, I've came to analyze and found out that the config of the data wallets of their subscribed
plan didn't match the new platform of charging and this type of plan is no longer offered.
Through my analytical skills, I was able to push this incident to have a resolution which is to create the
data wallet in the new charging platforms and we had also provided appeasement to those affected
subscribers.
____________________
Why do you want to shift to IT?
I find it fullfilling and aside from the high salary, IT industry provides a lot of oppurtunities and mulitple
career paths.
there's always a significant demand for highly-skilled workers. With the innovations in cloud computing,
big data, and cybersecurity an aspiring I.T. professional has many avenues to pursue and grow from.
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Tell me about yourself
skill, experience, significant achievements, type of person
Thank you for giving me the oppurtunity to be interviewed today.
After this interview, I am hoping that you will see that I have the skills, the qualities and qualifications
needed for the role that will be given to me. I posses excellent problem solving capabilities and I can
manage significant work load. I have an impressing track record and achievement. For example, in my
role I was one of the awardees in our department becuse I got the highest grade of KRA which means
that means I am very good at my job and contribute to the over all performance of our team and
company. I am the type of person who is honest, responsible, good at building trust and reliable. I am
willing to do work outside the job description. I am trainable and adaptable that means I would help
your company at short notice as when required. If you will hire me for this position, I believe that you
will quickly see positive return of your investment.
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Why should we hire you?
1. You should hire me because I have been doing service desk role for almost 10 years which
means that my skills, education and experience will be a strong match for the required
qualifications needed for the role. I will just needed a little amount of time to be trained for the
position and I think I can quick add value to the company.
2. Another reason why you should hire me because I already had a plan on what will I do for me to
improve and achieve my goals as I am already taking IT trainings and seminars. This means that
you can hire me with a peace of mind that I will contribute positively to my team.
3. Another reason why you should hire me is I always take ownership of my professional
development. I am. committed to life long learning and that means I would always improve and
grow in the role so you can see a sustained and positive return of investment over the
coming years.
What motivates you?
I am motivated by being healthy and fit.
I am motivated by enjoying my work and lastly I am motivated by continuous improvement and personal
growth.
By being healthy and fit will mean that I can be the best version of myself possible which affects every
areas of my life.
If i am happy and enjoying my work, more importantly I am doing good job for my employer I can
achieve everything I want to achieve both for inside and outside of my job.
Finally, if I am open to learning and improvement, that means I will always move forward because if my
my employer is happy of what I do on my job, I will have a secure employment.
How do you deal with conflict?
For me having a self awareness is important in dealing with conflict. First I will check myself on what are
the things I do that contributes to resolve the conflict. Then, I will talk to other person privately and will
ask how they felt about the conflict so I can work closely to that person to resolve the conflict as soon as
possible before it will affects the whole team. I will only ever involve my manager if we have no other
options.
What is your biggest weakness?
My biggest weakness is the fact that I find it hard to ask other people to help. I tend to sit there and
trying to figure out things on my own which isn't the most effective way of working. However, I am
aware of that weakness and I am mindful of the situations like this and to ask people for help and
guidance whenever I needed.
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BIGGEST mistake
If ever I will make a mistake, I will own up to it, will apologize and quickly improve it.
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The good service desk leader
1) is someone who manage effectively the customer's expectations, manage the service desk team
and overseeing the day to day effectiveness of services handled and ensure the targets are met.
2) is someone who is willing to step up and take actions whenever there is an emergency or
trouble and provide preventive measures to avoid relapse in work.
3) is someone who acknowledges the importance of good communication in the attainment of
good customer service and as such creates a conducive atmosphere for team members to air
their views, ideas and suggestions to the successful execution of projects.
