Sophea Bravo
Customer Service and Quality Assurance Professional
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About
Detail-oriented customer service and quality assurance professional with 6+ years of BPO experience in quality assurance, interaction analytics, reporting, documentation, and customer support. Currently a Customer Service Advisor at Concentrix CVG Philippines – Upbound Group. Seeking opportunities in Healthcare Virtual Assistance, Virtual Assistance, Administrative Support, or Operations.
Experience
Customer Service Advisor - Concentrix CVG Philippines – Upbound Group
(2025-06)
- Provide exceptional customer support while meeting productivity and quality standards.
- Document customer interactions accurately.
- Resolve customer concerns through effective communication.
- Maintain confidentiality and professionalism.
- Collaborate with internal teams to ensure customer satisfaction.
Quality Assurance Analyst - Teleperformance – AT&T
(2022 - 2025)
- Evaluated customer interactions against quality standards.
- Prepared audit reports and coaching feedback.
- Participated in calibration sessions.
- Supported Operations and Training through quality analysis.
Interaction Analytics Analyst / Call Mapping Expert - Teleperformance
(2019 - 2022)
- Analyzed customer interaction trends.
- Prepared reports and insights.
- Supported process improvements through analytics.
Technical Support Representative - Teleperformance – AT&T
(2018 - 2019)
- Resolved customer technical concerns.
- Delivered excellent customer service while meeting KPIs.
Education
Bachelor of Science - Elementary Education - St. Clare College of Caloocan (2013 - 2018)
