2020
Bachelor of Science in Information Technology
STI College
More Info About Me
I am an individual with a passion for travel, coupled with a love for playing basketball and watching movies during my leisure time. I consider myself a simple-minded person who consistently embraces a positive mindset. I thrive on challenges, constantly seeking opportunities to step out of my comfort zone to acquire new knowledge and push myself toward continuous improvement.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2022
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2024
Datamatics
(Quality Analyst)
As a Quality Analyst, I play a crucial role in ensuring the highest standards of service within our operations. My responsibilities encompass monitoring calls, chats, and ticket accuracy to maintain quality standards, as well as evaluating and assessing agent performance, providing recommendations to address errors and prevent recurrence. I proactively identify and monitor trends in service delivery, maintain and update performance dashboards for real-time insights, and host regular calibration sessions with operations teams for consistency. Additionally, I brief new hires on quality guidelines, conduct weekly checks focusing on bottom performers to facilitate improvement and conduct thorough investigations for escalated interactions to identify root causes and implement corrective measures.
2021
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2022
Datamatics
(Technical Support Specialist)
As a pivotal member of our team, the Technical Support Representative plays a crucial role in facilitating a seamless remote test-taking experience for customers using our software. Responsibilities encompass customer assistance, where reassurance and clear expectations are provided, utilizing diagnostic tools for identifying technical issues' root causes, and offering timely resolutions. The role involves educating test-takers on issue prevention, guiding them through the remote application via calls or chat, and maintaining professionalism during challenging situations. Effective problem resolution is a priority, achieved through understanding customer situations, answering queries, and employing diagnostic expertise. Additionally, diligent record-keeping ensures a comprehensive log of customer interactions, and the representative is adept at recognizing when to escalate issues for further assistance by supervisors or repair experts.
2020
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2021
Task Us
(Back Office Associate)
In my role as a Back Office Associate, I am entrusted with the responsibility of processing vital documents, including identification and bank records, and seamlessly integrating them into client applications. My primary focus revolves around ensuring the eligibility of all documents through client-defined checks, placing special emphasis on the identification and resolution of potential fraudulent submissions. My duties include processing ID verification and payment documents, conducting pre-checks based on the Knowledge Base (KB) for fraud and quality assessments, and maintaining an efficient workflow through timely queue updates and task prioritization. This position demands meticulous attention to detail and a steadfast commitment to upholding the highest standards in document processing and client compliance.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.