2009
Bachelor of Science in Accountancy
Polytechnic University of the Philippines
More Info About Me
Hi, I’m Erlyn! I have 15 years of experience in the BPO industry, most recently as a Call Quality Analyst for an insurance account. Along the way, I’ve really sharpened my attention to detail, communication skills and ability to handle all kinds of tasks efficiently. I’m eager to bring my skills to freelancing and support a busy professional like you! Let’s connect—I’m eager to support your success!
My Skills and Competencies
Canva Graphic Design
Customer Service
Quality Assurance
File Management
Email Management
Calendar Management
Meeting Management
MS Office (Word, Excel & PPT)
Certificates
My Experience and Education
2020
-
2024
Genpact
(Call Quality Analyst)
Monitors and evaluates over-the-phone customer service interactions,
providing feedback through a call quality form to ensure that client standards are met, and
compliance requirements are followed. Consolidates call quality data to identify trends and
opportunities. Creates and sends daily, weekly, and monthly internal audit reports that highlight
important findings and offer recommendations for process improvement.
2018
-
2020
Genpact
(Process Associate)
Handled inbound and outbound calls, as well as email correspondence, for an
insurance account. Assisted with complex policy inquiries, provided guidance, and supported
issue resolution.
2009
-
2018
KGB Philippines
(Customer Service Representative)
Handled inbound customer inquiries for UK and US directory services.
My Services
Online Bookkeeper
Keep accounting records organized and up to date
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Executive Assistant
Professional responsible for managing the schedules and communications of key executives in their company.