Kaye Gabutan

A driven, adaptable, and detail-oriented professional with over four years of combined experience in customer service, quality assurance, operations, and service-related industries. Currently an undergraduate pursuing a Bachelor of Science in Business Administration, major in Financial Management (BSBA-FM), with a strong commitment to continuous learning and professional development. Recognized for reliability, effective communication, attention to detail, and the ability to work efficiently both independently and as part of a team.

Experienced in customer support, quality monitoring, data processing, and administrative tasks, with a proven ability to maintain professional standards and contribute positively to organizational goals. Seeking opportunities to further utilize and develop my skills while making a meaningful contribution to the success of the organization.

Quality Analysis at Iresponse Business Solutions Inc. (2022-2025)

• Analyzed call and data quality to identify errors, inconsistencies, and performance gaps, ensuring that customer interactions met established company standards and quality objectives.
• Evaluated agent performance and service delivery to ensure compliance with quality standards, procedures, and client expectations.
• Assessed the accuracy and reliability of AI-generated content by identifying potentially inaccurate or incomplete outputs and validating information against reliable and trusted sources.
• Established and followed quality review procedures for reporting inaccurate AI outputs, documenting findings, and providing recommendations to improve AI model performance and reliability.
• Identified recurring patterns of inaccuracies and evaluated the AI system's understanding and interpretation of data to support continuous improvement.
• Applied human-in-the-loop quality control processes to review, validate, and correct AI-generated outputs, helping maintain accuracy and reliability over time.
• Promoted to QA Calibrator in February 2024, taking on additional responsibility for maintaining consistency and alignment in agent performance evaluations.
• Conducted calibration activities to ensure QA evaluators maintained consistent scoring, interpretation of standards, and application of evaluation criteria.
• Supported the continuous improvement of quality assurance processes by identifying scoring discrepancies and promoting alignment among QA graders.
• Maintained and organized task records by entering Task IDs and relevant information from the Patient Activation Platform into Google Sheets, ensuring tasks were properly documented, organized, and easily accessible for reference.
• Performed quality evaluations across multiple scorecard categories, including: Healthcare, Home Services, Vehicle Services and Sales.
• Served as a Home Service AI Calibrator, supporting the review and validation of AI-generated outputs related to home service processes and ensuring adherence to established quality standards.

Customer Service Representative at Alorica Inc. (2026)

• Provided phone support to Dashers by assisting with delivery issues, account concerns, payment inquiries, and app-related problems.
• Resolved concerns efficiently, documented interactions accurately, and delivered excellent customer service while meeting performance and quality standards.

Bachelor of Science in Business Administration in Financial Management (BSBA-FM) – Asian College of the Technology Cebu Campus (2019-2022) Incomplete.