Jamie Nario

With 10 years of experience in the BPO industry, I have developed strong communication, administrative, problem-solving, and Quality Assurance (QA) skills. Throughout my tenure with Genpact, Alorica, and TeleTech, I have evaluated customer service interactions to ensure compliance with client standards, company policies, and quality benchmarks. I have handled inbound and outbound calls, managed customer emails and chats, and performed various back-office tasks.

These experiences have strengthened my ability to follow processes efficiently, adapt to diverse accounts and industries, and deliver timely, high-quality support while maintaining high customer satisfaction. I am proficient in using major software tools and systems and am eager to learn new skills and take on additional responsibilities. Additionally, five years of my experience have been in remote or work-from-home settings, demonstrating my ability to remain productive, self-motivated, and effective with minimal supervision.

Quality Assurance Specialist – Social Media Account - Genpact

(2025-05 - 2026-05)

• Evaluate customer service interactions to ensure compliance with client standards, policies, and quality benchmarks
• Provide actionable insights and recommendations to improve customer experience, processes, systems, and tools
• Conduct calibration sessions with vendors and clients to align on processes, scoring standards, and service quality expectations
• Support vendors by providing process guidance, clarifications, and quality-related updates
• Apply product knowledge of social media platforms, particularly ads monetization, to perform accurate quality audits and assessments

Customer Service Representative – UK Retail Account - Alorica

(2017-05 - 2025-04)

• Responded to customer inquiries via email, providing timely and accurate assistance
• Managed inbound and outbound calls, ensuring efficient and professional communication
• Resolved customer concerns or escalated issues to appropriate departments when necessary
• Collaborated with cross-functional teams to resolve complex concerns and improve customer satisfaction
• Performed administrative, back-office, and clerical tasks to support daily operations

Customer Service Representative – US Telecommunications Account - TeleTech

(2016-01 - 2017-03)

• Handled multiple live chat conversations and inbound calls simultaneously
• Resolved customer concerns efficiently while maintaining a high level of satisfaction
• Escalated complex issues to appropriate teams for timely resolution
• Ensured a smooth and efficient customer experience throughout the interaction

Bachelor of Science - Hotel and Restaurant Management - STI College Global City (2013)