Zeeno C

Dedicated Quality Assurance professional with over 5 years of experience in quality operations and customer experience. Proven ability to conduct over 200 quality audits monthly, maintain an average QA performance above 95%, and perform 165+ Root Cause Analysis investigations. Expertise in process improvement, KPI reporting, and coaching, with a strong commitment to enhancing customer satisfaction and operational efficiency.

Eager to leverage a meticulous approach to quality to drive superior outcomes for your team.

Senior Quality Assurance Specialist - TalentPop - Costa Mesa

(2022-01 - 2026-06)

• Executed over 200 quality audits monthly for customer support interactions, ensuring strict adherence to Standard Operating Procedures (SOPs) and quality benchmarks.
• Investigated 165+ customer dissatisfaction (DSAT) cases through Root Cause Analysis (RCA), pinpointing recurring issues and proposing strategic corrective actions.
• Sustained an average QA performance exceeding 95% for five consecutive months.
• Authored comprehensive quality reports, facilitated calibration sessions, provided targeted coaching, and championed continuous improvement initiatives.
• Partnered with Operations and Team Leaders to elevate customer experience and enhance agent performance.

Inside Sales Associate - SRS Web Solution - Brooklyn Center

(2021-08 - 2022-01)

• Initiated 50+ outbound prospecting calls each week to identify potential leads.
• Secured 5-10 qualified appointments weekly through persistent outreach and effective qualification.
• Managed and updated CRM records, coordinated scheduling via Calendly, and compiled weekly performance reports.

Sales and Support Expert - Pronexis - Salt Lake

(2021-07 - 2021-10)

• Provided comprehensive support to over 100 home improvement and healthcare brands via phone, email, and live chat.
• Scheduled 10+ customer service appointments daily and resolved an equivalent number of customer issues daily.
• Addressed customer inquiries and facilitated daily service appointment coordination.
• Resolved complex customer issues and streamlined the scheduling of daily service appointments.

Senior Process Executive – Voice - Cognizant - Cebu City, Philippines

(2020-01 - 2020-07)

• Conducted regular audits of records to guarantee the accuracy and completeness of all documentation.
• Rectified incomplete files by liaising with appropriate personnel and diligently pursuing issue resolution.
• Ensured the prompt and accurate processing of all patient records.
• Managed a volume of 50+ inbound and outbound calls daily within the call center environment.

Customer Service Specialist/Coach - Teleperformance - Cebu City, Philippines

(2016-11 - 2019-05)

• Delivered impactful product training sessions designed to achieve measurable results.
• Onboarded and equipped new hires with essential skills for operational success.
• Provided expert-level solutions to address diverse customer banking needs.
• Guided employees in managing challenging or complex situations and resolving escalated complaints or disputes.
• Oversaw the performance of office, administrative, and customer service staff to uphold quality standards, meet deadlines, and ensure adherence to proper procedures, rectifying any errors or issues.

Bachelor of Science - Psychology - Xavier University – Ateneo de Cagayan (2007-06 - 2013-03)