Olivia Kaye Oliveros

Quality Analyst I - Shopee PH at Support Zebra (2025-05 – Present)

Quality monitoring and analysis for E-Commerce account with multi-channel oversight and curriculum development collaboration.

• Oversee multi-channel quality monitoring for E-Commerce account, ensuring all interactions meet brand-voice and compliance guidelines.
• Design and implement new quality evaluation rubrics that better capture high-value customer behaviors and sentiment analysis.
• Collaborate with Operations and Training Department to update curriculum materials based on recurring "Auto-Fail" trends identified during auditing cycles.
• Participated in client business reviews and facilitated calibration sessions to align internal grading standards with client expectations, ensuring consistency in quality evaluations across the program.

Quality Assurance Analyst - TMobile at Teleperformance (2024-07 – 2025-05)

Quality auditing and analysis for T-Mobile account with focus on compliance and NPS improvement.

• Conducted rigorous audits of monthly transactions, ensuring 100% compliance with internal quality standards and regulatory requirements.
• Calibrated with operations managers to align on scoring behaviors, reducing "variance" in quality evaluations.
• Analyzed quality trends to identify root causes of customer dissatisfaction, providing actionable insights that led to increase in Net Promoter Score.

Supervisor - TMobile at Teleperformance (2023-07 – 2024-07)

Team leadership and operational management for T-Mobile customer service operations with focus on KPI achievement and agent performance.

• Managed daily operational workflows, including shift scheduling and real-time queue management, to ensure service level agreements were met.
• Identified performance gaps and implemented corrective action plans that resulted in reduction in bottom-quartile agent attrition.
• Partnered with stakeholders to monitor NPS and other key metrics, implementing operational changes based on client requirements to ensure high satisfaction levels.

Subject Matter Expert/Training Mentor - TMobile at Teleperformance (2022-09 – 2023-07)

Training and mentoring of new hires with technical escalation support and knowledge base development.

• Facilitated nesting and transition periods for new hire classes, improving speed-to-proficiency by 80% through hands-on coaching and real-time floor support.
• Served as the primary point of contact for complex technical escalations, reducing the need for supervisor intervention.
• Developed localized knowledge base articles and "cheat sheets" that streamlined workflow processes for a team.

Customer Service Representative - TMobile at Teleperformance (2021-10 – 2022-08)

Inbound customer service and technical support with focus on first-call resolution and customer retention.

• Managed high-volume inbound calls ranging from basic inquiries to complex technical troubleshooting, maintaining first-call resolution rate through expert product knowledge.
• Cultivated long-term customer retention through proactive account management, identifying service gaps and tailored solutions that enhanced overall customer loyalty and satisfaction.
• Sold bundled phone plans and service upgrades by matching telecommunications packages to customer needs.

Bachelor of Secondary Education – Cagayan de Oro College