Jaycees

Customer Support & Quality Assurance Specialist with 6+ years supporting U.S. and Canadian brands across telecom, ecommerce, and logistics. Proven track record in chat and email support, QA auditing, and agent coaching within fast-paced, metrics-driven remote teams. Recognized for top-tier customer satisfaction performance (NPS 76.32) and effective escalation resolution. Adept at translating quality standards into measurable agent performance improvements.

Support Process Specialist (Customer Support & Quality Support) at Ellora (2024-11 – 2026-05)

Client: GoBolt (Canada)

• Managed 0–3 daily escalation cases for a Canadian logistics account, resolving complex service disruptions while maintaining 100% attendance and the fastest average handle time on a 9-agent team (5.29 sec)
• Delivered weekly performance reporting directly to GoBolt leadership, covering ticket resolution, QA, attendance, and productivity metrics across the support team
• Led resolution of a QA audit backlog, bringing reporting current and restoring accurate weekly quality tracking
• Coordinated recruitment for 2 replacement hires, conducting interviews and aligning coverage needs with operations leadership
• Conducted root cause analysis on recurring escalation cases, identifying patterns behind service disruptions and coordinating with cross-functional teams to resolve them
• Managed cross-functional operational tasks (geocoding, routing, wholesale tagging, user creation) alongside ticket resolution, maintaining zero backlog across all queues
• Built onboarding and training plans for incoming hires covering process, tools, and queue shadowing
• Improved agent performance through structured QA coaching, calibration sessions, and training

Customer Service Representative (Chat Support) at TTEC Philippines (2022-08 – 2024-11)

Client: T-Mobile (USA)

• Delivered high-volume chat support for U.S. telecom customers, resolving billing, account, and technical issues
• Resolved escalated customer issues while sustaining a top-tier NPS of 76.32
• Recognized for top NPS performance and fastest average handle time (82.12 sec) on the team

Technical & Customer Support Specialist at Sutherland Global Services (2016-10 – 2019-01)

Client: Amazon (USA)

• Provided chat-based Tier 1–2 troubleshooting for Amazon Retail and Kindle customers
• Resolved complex order issues, refunds, shipping concerns, and account technical disruptions
• Ensured accurate CRM documentation and strict compliance with global support guidelines and resolution workflows

Bachelor of Science in Biology – Pampanga State Agricultural University