QUALITY AUDITOR
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Results-driven professional with over 9 years of experience as a Quality Auditor, ensuring compliance, accuracy, and process improvement across BPO operations. Skilled in error detection, documentation review, and team collaboration to maintain high-quality outcomes. In addition to auditing expertise, I bring extensive BPO background in customer service and technical support, where I developed strong client communication and problem-solving skills in fast-paced environments.
Assistant experience includes managing home policy renewals with precision and efficiency, while my remote role as a Support Ambassador for Airbnb strengthened my ability to handle high-volume guest interactions, resolve concerns smoothly, and support travel-related operations. Combining auditing, administrative, and customer-facing expertise, I deliver reliable, detail-oriented, and client-focused results in both onsite and remote settings.
Customer Service Quality Audit Rep at Optum Global Solutions (2027-03 – 2026-06)
As a Quality Auditor, I ensured compliance with company standards and regulatory requirements through detailed audits, identified process gaps and inaccuracies to reduce risk and improve efficiency, and recommended corrective actions to strengthen operational accuracy. I reviewed documentation for consistency and compliance while collaborating with departments to maintain high-quality outcomes and drive continuous improvement.
Admin Virtual Assistant at Insurance Medics (2023-04 – 2024-09)
Handled home insurance renewal processes in a remote work setting, focusing on policy retention, client communication, and data accuracy. Managed renewal reminders, updated policyholder information, and assisted in comparing insurance quotes to support informed decisions. Coordinated with clients and insurance carriers to ensure timely and efficient policy renewals. Processed policy changes and ensured accurate documentation of renewal transactions in compliance with company standards.
Support Ambassador at TDCX Philippines (Cebu) (2022-06 – 2022-12)
Resolved guest and host inquiries across calls, chats, and emails—including bookings, accounts, and urgent travel issues—while mediating disputes through Airbnb policy enforcement, refunds, and Resolution Center case management, and providing platform support and education on listings, payments, reviews, and best practices to enhance hosting and travel experiences.
Customer Support Associate I at Convergys Philippines Inc. (2014-03 – 2017-01)
Resolved billing and account issues for Sprint (T-Mobile) and Comcast customers by processing payments, adjusting plans, and investigating disputes; troubleshot technical problems with mobile devices, broadband equipment, and apps while coordinating technician support; and boosted retention and sales through upselling bundled services, offering loyalty incentives, and preventing cancellations while consistently meeting KPIs.
PH-Customer Care Executive at vCustomer Philippines (Cebu) (2012-10 – 2014-03)
Managed credit accounts and billing by processing payments, explaining statements, resolving disputes, and assisting overdue balances; supported orders and deliveries through tracking, returns, exchanges, and catalog/website navigation; and handled collections and retention by negotiating payment plans, reinstating accounts, and ensuring compliance with financial policies.
Bachelor of Science in Business Administration – Cebu Institute of Technology - University (2019 – 2020)
Associate in Computer Technology – SouthWestern University (2004 – 2005)
