Vendor Services Administrator at NContracts / Outsourced Quality Assured Services, Inc. (2024-06 – Present)
- Managed vendor documentation and accuracy checks
- Updated compliance files and maintained confidential records
- Handled follow-ups with internal teams and external vendors
- Assisted with risk reviews and administrative support tasks
- Delivered high-quality documentation and consistent organization
Team Mate / E-commerce Support Specialist at TaskUs (2023-05 – 2024-04)
- Supported merchants on setting up and managing their online stores via chat/email.
- Provided applicable coaching for business needs depending on their analytics report
- Completed follow-up documentation after interaction and forwarded to the correct department if needed
- Identified and resolved issues targeting at least 95% First Contact Resolution (FCR) to guarantee improvement in overall merchant satisfaction and reduce customers at risk
Aspire Quality Analyst at IQOR Clark (2022-09 – 2023-03)
- Utilized data and MS tools to enhance team decision-making and strategy
- Monitored agent calls/chats and provided valuable feedback to their team leads and partner managers for improvement
Aspire Trainer at IQOR Clark (2021-06 – 2022-09)
- Delivered training and refresher sessions aligned with processes and service standards, ensuring agents followed policies with integrity, resolved customer issues effectively, and increased upselling opportunities
- Created and updated training materials while identifying gaps with QA and leadership to improve performance and maintain compliance
Mentor at IQOR Clark (2021-05 – 2021-06)
- Supported agents from different teams, resolving escalated issues and ensuring customer satisfaction
- Provided mentorship and guidance to a team of up to 15 agents, focusing on high-need individuals while empowering advanced agents to help their peers, maximizing overall team effectiveness.
Senior Agent at IQOR Clark (2020-10 – 2021-05)
- Effectively managed diverse responsibilities in a fast-paced environment
- Assisted customers through different support channels across various lines of business
- Maintained precise customer records with high confidentiality and security
Account Associate at VXI Global Solutions (2020-02 – 2020-07)
- Managed a high volume of calls for AT&T ISM, providing comprehensive support
- Assisted customers with sales, billing inquiries, technical issues, and general account-related requests
- Consistently achieved high customer satisfaction scores, even in challenging situations by skillfully cultivating trust and rapport
- Coordinated service appointments for clients, scheduling installations and resolving service issues with technicians
Secretary / Project Manager at Wonderwall Builders Construction Company (2017-02 – 2020-01)
- Provided comprehensive clerical and administrative support for efficient operations
- Proofreading, editing, and writing contracts for construction, leasing or selling of properties, as well as Airbnb
- Managed daily office functions, accurately conducted onsite inspections, and processed weekly payroll for over 50 employees
- Delivered exceptional client service, ensuring availability when needed, even during weekends and holidays
- Collaborated effectively with cross-functional teams to achieve project objective
LGU Rehabilitation Staff / Recovery Program Specialist at Angeles City Anti-Drug Abuse Council (ACADAC) (2017-03 – 2019-07)
- Introduced and discussed a 12-step program
- Offered counseling to help patients recover from substance use disorder and/or alcoholism
- Maintained patient confidentiality and develops patient profile, prepared written case summaries, treatment plans, progress reports and feedback notes
- Communicated and assisted local law enforcement and criminal justice partners when needed
Customer Service Representative at NCO Group (2008-10 – 2009-01)
- Handled high volume of calls for a telecommunications company
- Assisted with sales, technical support, and general inquiries
- Collaborated in a team environment
