Analyn Mabulac

Experienced customer service and quality professional with 10+ years in BPO operations, progressing from frontline customer support to Senior Quality Analyst.

Strong

English communication, active listening, coaching, and knowledge-sharing skills developed through customer interactions, one-on-one feedback, and team learning sessions. Skilled at explaining procedures clearly, building rapport, using digital tools, and working independently with accuracy and professionalism. Seeking an opportunity to apply these transferable communication and coaching skills in online English teaching.

Senior Quality Analyst - Concentrix Philippines - Philippines

(2022-07 - 2026-06)

• Evaluated customer interactions across phone, email, chat, and social media while maintaining high standards for communication, quality, and compliance.
• Delivered clear, constructive one-on-one coaching and feedback to help agents improve communication, accuracy, and service delivery.
• Created training materials, guidelines, evaluation scorecards, and checklists that made complex procedures easier to understand and follow.
• Analyzed performance data using Microsoft Excel to identify trends, learning gaps, and opportunities for improvement.
• Partnered with leadership on quality initiatives focused on consistent performance and positive customer experience.

Subject Matter Expert - Concentrix Philippines - Philippines

(2020-04 - 2022-07)

• Provided real-time guidance on account policies, procedures, and system navigation, explaining information clearly to team members.
• Conducted knowledge sessions and process updates to help employees understand new requirements and procedures.
• Created easy-to-use process guides, quick references, and FAQs for team learning and daily support.
• Resolved complex and escalated concerns while maintaining professionalism, empathy, and strong communication.

Customer Service Associate - Concentrix Philippines - Philippines

(2016-05 - 2020-04)

• Handled inbound customer calls using professional English communication, empathy, active listening, and clear explanations.
• Resolved customer concerns accurately while building positive, trust-based relationships.
• Maintained accurate CRM records and interaction logs with strong attention to detail.

Customer Service Experience - Teleperformance Philippines - Philippines

(2012 - 2013)

• Managed customer inquiries and provided timely, accurate assistance while upholding service standards.
• Maintained complete and accurate records of customer interactions.

Certificate - Hotel and Restaurant Management - Central Philippine University (2010-03)