May Angelica Repizo

Quality Assurance professional with 8+ years of experience in tyhe BPO industry and 13+ years of overall customer service experience. Experienced in quality auditing, customer interaction reviews, escalation handling, compliance, and performance improvement. Detail-oriented, analytical and commited to maintaining high quality customer experiences and opersational standards.

Quality Assurance Analyst

(2015)

• Conduct quality audits and evaluate customer interactions based on company standards, policies and compliance requirement.
• Review calls, chats, and other customer interactions to identify opportunities for improvement.
• Provide constructive feedback and coaching recommendations to associates, Team Leaders and Operations.
• Handle escalations and assist in identifying root causes of customer and process issues.
• Maintain accurate audit documentation and ensure consistent application of quality guidelines.

Team Manager

(2017-06 - 2018-01)

• Managed and support a team of customer service representatives to achieve performance and quality targets.
• Monitored team performance, attendance, productivity and customer service metrics.
• Communicated company policies, updates and performance expecatations to team members.
• Asisted in maintaining team compliance with opersational and quality standards.

Customer Service Representative

(2013 - 2015)

• Assisted customer with inquries. concerns, and account related issues while providing professional and efficient service.
• Resolved customer’s concerns and escalated complex issues when necessary.
• Maintained accurate documentation of customer interactions and transactions.
• Consistently worked toward customer satisfaction.

Bachelor of Science - Nursing - Lyceum of the Philippines - University, Batangas (2016 - 2020)