Quality Analyst - Acquire BPO
(2023-02 - 2026-07)
- Conducted quality audits of customer interactions across voice, chat, and email channels to ensure compliance with client requirements and company standards.
- Facilitated calibration sessions with operations teams to maintain scoring consistency and alignment with quality expectations.
- Identified performance trends and provided actionable recommendations to improve agent performance and customer experience.
- Delivered detailed coaching feedback and performance insights to support continuous development and quality improvement initiatives.
- Generated and analyzed quality reports to support operational decision-making and business performance objectives.
- Ensured adherence to client requirements, company policies, procedures, and quality standards.
- Developed and maintained Quality Assurance dashboards to track team performance, monitor key quality metrics, and provide data-driven insights.
- Created scorecard dashboards for individual Service Support Officers (SSOs), enabling self-monitoring and performance management.
- Produced monthly QA performance reports highlighting top-performing agents, key achievements, strengths, improvement opportunities, and overall quality trends.
- Presented quality performance results, findings, and recommendations to stakeholders to support operational excellence and continuous improvement initiatives.
- Utilized data analysis techniques to identify recurring issues, monitor quality trends, and recommend process improvements.
Customer Service Representative - Probe CX
(2022-05 - 2023-02)
- Provided technical support and troubleshooting assistance to customers through live chat channels.
- Diagnosed customer issues, identified root causes, and delivered effective resolutions in a timely manner.
- Maintained a high standard of customer service by demonstrating professionalism, empathy, and clear communication.
- Assisted customers with account-related concerns, product inquiries, and technical issues while ensuring customer satisfaction.
- Followed company policies, procedures, and service-level agreements (SLAs) to deliver accurate and efficient support.
- Built positive customer relationships by providing a friendly, customer-focused approach and ensuring a seamless support experience.
Customer Service Representative - Alorica Inc.
(2022-02 - 2022-05)
- Provided customer support via phone, assisting with account inquiries, service plans, billing concerns, and basic technical troubleshooting.
- Guided customers through plan upgrades, service modifications, and account changes based on their needs and preferences.
- Resolved customer concerns efficiently while ensuring compliance with company policies and procedures.
- Assisted customers with account-related issues, product inquiries, and technical concerns to deliver a positive customer experience.
- Maintained accurate documentation of customer interactions, account updates, and resolutions within company systems.
- Demonstrated strong communication and problem-solving skills to identify customer needs and recommend appropriate products and services.
- Built positive customer relationships by providing professional, friendly, and customer-focused support.
- Consistently worked to achieve customer satisfaction by delivering timely and effective resolutions.
Customer Service Representative - Tech Mahindra Limited
(2015-06 - 2022-01)
- Managed and resolved complex customer concerns related to technical issues, account profiles, and service-related inquiries.
- Investigated unresolved cases by conducting detailed troubleshooting and coordinating with relevant support teams to achieve timely resolution.
- Monitored open incidents and service requests to ensure issues were addressed within established service level agreements (SLAs).
- Provided customers with regular updates on the status of their concerns, ensuring transparency and a positive experience.
- Performed root cause analysis on recurring technical issues and documented findings to support continuous improvement initiatives and problem resolution.
- Collaborated with internal stakeholders to identify trends, recommend solutions, and improve overall service delivery.
- Created and maintained user profiles and system access for newly hired personnel, ensuring compliance with company policies and security requirements.
- Assisted with password resets, account administration, and tool access management to support operational efficiency.
- Maintained accurate documentation of customer interactions, technical issues, and resolutions in accordance with company procedures.
- Consistently delivered high-quality customer service while managing multiple priorities in a fast-paced technical support environment.
Sales Clerk - Grocer E Taytay
(2012-06 - 2012-11)
Dispatching DR / Stock Clerk - SM Appliance Center SACI Corp.
(2011-03 - 2011-06)
Checker - A&P Services Inc.
(2010-06 - 2010-11)
Picking Area Staff - Monde M.Y. San Corporation
(2007-09 - 2008-03)
Fryman - Uptown Connection Food Exchange
(2006-07 - 2007-01)
Pantry / Fryman - Jollibee Food Corporation
(2005-03 - 2005-09)
