Quality Analyst at Clearsource (2021-01 – 2025-10)
- Evaluated customer interactions across calls, chats, and emails using QA scorecards to ensure compliance with client requirements, company standards, and regulatory guidelines.
- Analyzed quality data and performance metrics using spreadsheets, CRM dashboards, and QA tools to identify trends, gaps, and root causes impacting service delivery.
- Conducted detailed quality audits and calibration sessions to maintain scoring consistency and improve overall quality accuracy across multiple lines of business.
- Delivered structured agent feedback and coaching based on audit results, driving improvements in quality scores, customer satisfaction, and operational performance.
- Collaborated with cross-functional teams through Slack, Zoom, and internal communication platforms to support process improvements and quality initiatives.
- Documented findings, reports, and action plans using CRM systems and productivity tools to support continuous improvement and leadership decision-making.
Customer Service Role at KGB Philippines, Inc. (2019-11 – 2020-11)
- Delivered customer support across multiple lines of business by handling inbound and outbound calls, chats, and emails while maintaining professionalism and empathy.
- Resolved customer inquiries, concerns, and escalations efficiently by following established workflows, policies, and service-level agreements.
- Utilized CRM systems and ticketing tools to accurately document interactions, track case progress, and ensure timely follow-ups and resolutions.
- Maintained performance metrics related to quality, productivity, and customer satisfaction by adhering to call handling standards and best practices.
- Collaborated with internal teams using communication platforms such as Slack and Zoom to coordinate resolutions and improve customer experience.
- Applied active listening, problem-solving, and communication skills to de-escalate issues and deliver consistent, high-quality service in a fast-paced environment.
Customer Service Representative at TDCX (2018-03 – 2019-03)
- Provided end-to-end customer support across multiple lines of business by managing inbound and outbound interactions via phone, chat, and email.
- Resolved customer inquiries, complaints, and technical issues efficiently by following company policies, knowledge base resources, and service-level agreements.
- Utilized CRM systems and ticketing platforms to accurately document customer interactions, track cases, and ensure timely resolution and follow-up.
- Maintained high customer satisfaction and productivity scores by meeting quality standards, handle-time targets, and performance metrics.
- Collaborated with internal teams using communication and collaboration tools such as Slack and Zoom to coordinate resolutions and improve service delivery.
- Applied strong communication, multitasking, and problem-solving skills to deliver consistent, high-quality support in a fast-paced contact center environment.
Customer Service Representative at SITEL (2015-05 – 2017-08)
- Supported customers across antivirus software and gaming accounts by managing inquiries related to account access, subscriptions, billing, and product features via phone, chat, and email.
- Troubleshot technical issues including software installation, configuration, updates, and basic system compatibility using knowledge bases and diagnostic tools.
- Resolved customer concerns efficiently by applying structured problem-solving techniques and adhering to service-level agreements and quality standards.
- Utilized CRM systems and ticketing platforms to document interactions, track cases, and ensure accurate and timely issue resolution.
- Maintained performance metrics for productivity, quality, and customer satisfaction in a fast-paced contact center environment.
- Collaborated with internal teams using communication and collaboration tools such as Slack and Zoom to escalate issues and improve overall service delivery.
Customer Service Role at The Minacs Group Inc. (2012-07 – 2015-03)
- Assisted customers with inquiries related to account management, billing, services, and benefits through inbound and outbound phone interactions.
- Resolved customer concerns and basic technical issues by following call center procedures, knowledge base documentation, and escalation protocols.
- Maintained accurate and detailed customer records using CRM systems and ticketing tools to ensure continuity of service and compliance.
- Ensured adherence to company policies, data privacy standards, and healthcare-related regulations while handling sensitive customer information.
- Delivered empathetic, solution focused support that contributed to customer satisfaction, retention, and quality performance metrics.
- Collaborated with internal teams using call center systems and communication tools to coordinate resolutions in a high-volume, fast-paced environment.
Customer Service Representative at STARTEK (2009-07 – 2012-06)
- Diagnosed and resolved hardware, software, and basic network issues by providing step-by-step technical guidance via phone, chat, and email.
- Troubleshot operating systems, applications, and connectivity problems using knowledge bases, diagnostic tools, and standard troubleshooting frameworks.
- Utilized ticketing systems and CRM platforms to document cases, track issue progress, and ensure accurate and timely resolution.
- Escalated complex or unresolved technical issues to higher-level support teams while providing detailed case notes and troubleshooting history.
- Maintained service-level agreements, quality standards, and customer satisfaction metrics in a high-volume technical support environment.
- Communicated technical concepts clearly and effectively to both technical and non-technical users while delivering patient, solution-oriented support.
Customer Service Representative at Teleperformance (2008-08 – 2009-06)
- Handled customer inquiries related to billing, payments, account adjustments, and general account concerns through inbound phone support.
- Processed payments, applied credits and adjustments, and explained charges clearly while following billing procedures and company policies.
- Resolved billing disputes efficiently or transferred customers to appropriate departments using proper call routing and escalation protocols.
- Utilized CRM systems and billing platforms to document interactions, update account information, and maintain accurate records.
- Maintained quality, accuracy, and productivity metrics by adhering to call handling standards and service-level agreements.
- Delivered courteous, professional, and customer-focused support through clear communication, attention to detail, and effective problem-solving.
