2004
Bachelor of Science in Computer Engineering
University of Baguio
More Info About Me
I’m a virtual assistant specialist who can provide administrative, technical/customer support or creative assistance to clients remotely such as Email Management, Calendar Management & Meeting Scheduling, Manage a Contact List, Create Customer Spreadsheets and Maintain Online Records, Address Employee Administrative Queries, Data Entry Expert, and Research Expert. My years of working experience has equipped me to have strong time management and organizational skills, ability to work independently and take initiative, ability to adapt to new technologies and learn new software and tools quickly, has excellent communication skills, and proficiency in various computer programs and online tools, such as Microsoft Office, Google Suite, Canva, and project management software.
My Skills and Competencies
Data Entry
Technical Support
Customer Support
QA Specialist
Certificates
×
![]()
My Experience and Education
June 2022
-
February 2023
Concentrix
(Supervisor, Quality)
Responsible for supervising Quality evaluators in delivering Quality services to a company that designs, develops, and sells consumer electronics, financial services, and gaming hardware.
December 2018
-
May 2022
Concentrix
(Senior Quality Evaluator, Quality Assurance)
Responsible for delivering Quality services to a company that designs, develops, and sells consumer electronics, financial services, and gaming hardware.
February 2015
-
November 2018
Concentrix
(Senior Quality Evaluator, Quality Assurance)
Responsible for delivering Quality services to a satellite TV provider.
March 2011
-
January 2015
Concentrix
(QA Specialist, Quality Assurance)
Provide quality metric analysis on compliance scores, NPS/Customer Satisfaction, first call
resolution, and other agent quality performance measures
● Provide recommended intervention activities to address quality metric opportunities identified
● Participate in calibration sessions with the clients
● Analyze other operational metrics such as average handle time, transfers, repeats, etc…
● Monitor QA Scores of the assigned team
● Conduct calibration and coaching sessions with the team
● Equip Operations with the necessary quality tools and how to use them effectively
January 2009
-
February 2011
Concentrix
(Mentor/Subject Matter Expert)
● Aids newly hired agents to get them ready for operations on a US satellite TV provider
● Discuss basic product knowledge and tool utilization and navigation
● Facilitates call simulations with the agents to measure their competencies
● Assist newly-hired agents in handling live calls while undergoing basic product training
● Provides daily feedback to newly-hired agents regarding their performance
● Provide floor support, learning sessions, coaching & feedback to agents.
● Assists in driving metrics of the team
● Monitor closure of service levels regularly
● Ensure prompt escalations to Team Captain
● Supervise team in the absence of the Team Captain
● Monitor performance and quality scores of teams
● Take production calls as well as escalated calls
July 2007
-
December 2008
Concentrix
(Technical Support Agent - Level 2)
● Provides technical and customer service support to subscribers of a US satellite TV provider via phone
● Troubleshooting satellite signal, High-definition/Standard-definition receivers, remotes, and video
problems
● Setting up upgrade, installation and activation of receivers/satellite boxes
● Making programming (e.g. upgrading/downgrading TV programming packages and ordering payper-views) and account changes
● Collecting payments
● Billing issues and inquiries
May 2005
-
June 2007
Concentrix
(Product Support Representative)
Responsible for providing technical and customer service support to consumers of internet and
networking devices via phone
● Troubleshooting basic wired and wireless internet and networking problems
● Installation of routers and wired/wireless network adapters and range expanders
● Setting up routers and wireless networks
● Setting up network securities
My Services
Web Administrator
Maintain site accuracy, troubleshoot issues, and collaborate on content updates to align with marketing goals.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Technical Support
Providing assistance for technical issues and problem-solving.
Customer Support
Assisting customers with inquiries, issues, and ensuring satisfaction.
Virtual Assistant
Remote professional offering various administrative, support, and organizational services to clients.
Quality Specialist
Assessing and reviewing the quality and performance of products, services, or processes.