2014
A.B. Mass Communication
Far Eastern University
More Info About Me
I am an expert in Customer Care. I am a hardworking and self-motivated professional. I have a sound experience of six years as for Customer Service and Quality Assurance.
My expertise lies in successfully creating different strategies to improve agent and business performance, which includes guiding the support team, process improvement, and strategic programs to drive continuous quality improvement efforts through audits and special projects. With my experience, I have compiled a wide range of knowledge in analyzing data, as well as ensuring Customer Satisfaction. Additionally, my success in Quality Assurance and Leadership positions me to make a significant contribution to our team.
I work with honesty, sincerity and professionalism. You can have a check at my previous work. I have done all previous work with 100% stakeholder's satisfaction and worked in many organizations. I have a great passion working Customer Care and I have been doing that for the last six years.
• Article/Content Writing
• Scheduling appointments
• Customer Service Manager
• Making Presentation
• Proof Reading
• Data analyzing
• Data Analytics
• Root-Cause Analysis
• Data entry
• Data Management
• Data Collection
• Research
• Pivots and Tables
My Skills and Competencies
Social Media Manager
Facebook Ads Management
Data Entry
Content Creator
Certificates
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My Experience and Education
2021
-
2022
SM Supermalls
(Assistant Manager – Customer Care)
Quality Assurance
• Created the Quality System for SM Customer Care.
• Created the CSAT Structure and implementation.
• Handles data analysis and reporting.
• Guiding the team in the form of Coaching Sessions, etc.
Customer Care Operations
• Handles the Customer Care Workforce Management & Analytics.
• Manages agents Daily Occupancy, Daily Interaction Intervals and Call Volumes.
• Creates different approach and strategies in improving Daily Operations Stats.
2019
-
2021
HelloConnect Inc.
(Global Quality Assurance Specialist)
Reports to the Director Vendor and Process Management for HelloFresh International - responsible for providing objective insights and recommendations into the Quality of Customer Care to ensure consistent good quality process adherence and Customer Experience.
• Expediting the HelloFresh International Customer Care Quality Management System through scorecard testing and analysis, etc.
• Guiding QAs across HelloFresh International markets, particularly on Calibration Sessions, QA Scorecard and other process improvements.
2016
-
2019
Uber PH
(Global Quality Assurance Specialist)
Oversees 3 BPO QA team partner sites for Uber Driver Docs market to monitor QA performance, particularly on Audit Accuracy, Reporting Site QA performance and Calibration
• Serves as the Source of Truth and the Subject Matter Expert for QA Policies and Procedures
• Collaborates with the Management team and recommend insightful and SMART action plans in improving business performance
My Services
Social Media Management
Social Media Marketing is telling the world you’re a rock star. Content Marketing is showing the world you are one.
Facebook Ads Management
Facebook ads by getting inspiration from a few of our ad examples that have seen success.
Graphic Design
Graphic design is a craft where professionals create visual content to communicate messages.