Sophea Bravo

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.

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.

Bachelor of Science - Elementary Education - St. Clare College of Caloocan (2013 - 2018)