SamSam Colins

Monitoring calls via 3 modals: Live calls, Recorded calls, and side-by-side. Assessing agent performance, and ensuring protocol adherence. Managing secured communications and technical troubleshooting while strictly enforcing company policies to mitigate operational fraud and maintain high satisfaction standards

Quality Analyst - TaskUs House Teamwork - Clark Freeport Zone, Pampanga

(2025-01 - 2026-01)

• Monitoring calls via 3 modals: Live calls, Recorded calls, and side-by-side.
• Assessing agent performance, and ensuring protocol adherence.
• Managing secured communications and technical troubleshooting while strictly enforcing company policies to mitigate operational fraud and maintain high satisfaction standards

Teammate - TaskUs House Teamwork - Clark Freeport Zone, Pampanga

(2021-01 - 2025-01)

• Answer Inbound calls from a Delivery Partner, and perform outbound calls about products and services that are related to the organization.
• Responding to product-related, payment-related, and technical related concerns.
• Ensure Delivery Partner satisfaction, and provide a first-class Customer Experience in every interaction.

Agent / Collections Representative - RMS Collect Phils., Inc. an iQor Company - Angeles City, Pampanga

(2019-01 - 2021-01)

• Interact with customers through inbound and outbound calls.
• Processing and disputing chargebacks and ACH returns.
• Experience of collecting third-party accounts with Legal Debt Collections.
• Knowledge of ethical debt collection techniques and problem-solving skills.

Bachelor of Secondary Education - Major in Mathematics - Pangasinan State University (2015-01 - 2019-01)