1997
Bachelor of Science in Psychology
University of the Philippines
Professional Goals
Hello there! My name is Hedwig, and I'm a single parent to two wonderful children and seven adorable pets! I have 14 years of experience dealing with challenging customer issues over the phone, email, and chat. I'm a people-oriented person with an apt for learning and a positive outlook. I am able to work independently in busy environments and also within a team setting.
As an aspiring Virtual Assistant, I have a wide range of skills that I can bring to your business. I am honest, determined, and goal-oriented, and I am able to handle multiple tasks on a daily basis. I am also a trustworthy individual who excels at time management. In addition to these skills, I also have a strong work ethic and a commitment to excellence. I am confident that I can provide you with the high level of support that you need to grow your business. If you are looking for an assistant who is reliable, capable, and eager to help you reach your goals, then please contact me. I would be more than happy to discuss how I can help you achieve success.
My Skills and Competencies
Customer Service Representative
Quality Analyst
Team Coach
Social Media Manager
Facebook Ads Management
Data Entry
Content Creator
Certificates
Professional Timeline
2021
-
2022
TRANSPARENT BPO
(Customer Service Representative)
• Make inbound and outbound calls to promote and sell products and services.
• Handle customer concerns, needs, and requirements.
• Respond and resolve customer inquiries.
• Clearly document transactional items with customers in the applicable platforms and systems.
• Maintain a high level of professionalism, sales/service skills with program and product knowledge
to provide the best value-based solutions to the customer.
• Identify and escalate issues to supervisors.
• Perform other duties as assigned.
2019
-
2020
TDCX PHILIPPINES
(CASE MANAGER)
• Assisted guests and hosts in their concerns related to their upcoming, ongoing, and past
accommodations.
• Mediated concerns between guests and hosts and came up with the most appropriate resolution that
will benefit both parties.
2011
-
2013
FIS GLOBAL SOLUTIONS INC
(ACCOUNT SPECIALIST)
• Answered inbound calls courteously.
• Respond to customer inquiries.
• Generated customer interest in the services and products offered by FIS.
• Provided personalized customer service by responding to the needs of the customer.
• Ensured feedback from the customer to further improve customer service.
• Managed and updated customer databases with the status of each customer.
• Evaluated problems of the customers and provided logical lasting solutions.
2013
-
2015
FIS GLOBAL SOLUTIONS INC
(SENIOR QUALITY ANALYST)
• Ensure that tasks are carried out efficiently as defined by the department. Effectively plan, organize,
and implement quality standards / this includes regular coaching and one-on-one session for
nonperformers.
• Monitor or perform transaction monitoring at an agent and process level as per the prescribed
sampling requirement of the supported program. Perform hygiene or scrubbing
activities/monitoring as per the prescribed sampling requirement of the supported program.
• Update/create reporting or analysis templates as determined by business leaders. Gather data,
provide analysis, and coordinate inputs to the training team regarding training success and
opportunities.
• Provide analysis, recommendations, and business intelligence to programs supported. Work and
report statistical and root case analyses for QA, calibration, and NPS.
• Act as a consultant to Operations for all quality-related concerns, changes, improvements, etc.
• Facilitate interdepartmental touchpoints and share best practices.
• Lead and supervise the process guidelines and adherence through regular calibration sessions with
the Operations and Training Department.
• Provide real-time business needs of clients and internal customers excellence. Responsible for
Operational Excellence set up in new & existing processes/sub skills. Trained to handle NICE
recording system.
2015
-
2019
FIS GLOBAL SOLUTIONS INC
(TEAM COACH)
• Handled Escalation and Dispute calls.
• Handled a team of employees.
• Communicated company goals, safety practices, and deadlines to the team.
• Provided the training that team members need.
• Monitored team members’ participation to ensure the training they are being provided is being put
into use, and to see if any additional training is needed.
• Managed the flow of the day-to-day operations.
• Motivated team members and assessed performance.
• Communicates concerns and policies among management and team members.
• Created reports to update the company on the team’s progress.
2007
-
2011
WEST CONTACT SOLUTIONS
(SUBJECT MATTER EXPERT)
• Floor support manning the floor and giving resolutions to agents’ inquiries and concerns.
2006
-
2007
E-PLDT PHILIPPINES
(CUSTOMER SERVICE REPRESENTATIVE)
• CSR for satellite dish handling customer service-related issues.
My Services
Testimonials
Mike de La Riva
"Hedwig was my workmate for almost 7 years. I had the pleasure of working with her as an agent in the BPO industry where she showed professionalism and hard work everyday. She was dedicated to her work with the utmost passion and grit. I have also worked with her as a Quality Analyst where she also showed the same dedication and always made sure that her team mates were well-fed and happy. I can confidently say that Hedwig was and still is a great asset to any company that chooses to hire her. "
Mike de La Riva
FIS Global Solutions Philippines, Inc.
Team Leader
Jethro Obispo
"She's one of our most dedicated and passionate Quality Assurance specialist during my time in FIS. Always reliable whenever there's a need for me to get an objective insight about anything, not to mention, her positive attitude towards changes and challenges. Indeed, one of my best support person and will not hesitate to hire here again in my new organization."
Jethro Obispo
TELUS International Philippines
Director of Operations
Ronwald Batingan
"I was working as a team manager for Airbnb when I met Hedwig. The company was growing and we were getting more complex cases that ever before and we needed to find an easy way to resolve them. And Hedwig was one of my best agent! She was quick on her feet and really knew how to get things done. She listened carefully when clients called in with issues. She always took the time to understand the needs of clients but also kept their best interest s at heart."
Ronwald Batingan
TDCX
Team Leader
Maya Santos
"As our Quality Analyst in AMEX, Hedwig has been one of the top performing and reliable source of product knowledge and reports that Operations team go to for almost everything. She played a vital role in upholding the standards set by the client through coaching and mentoring agents which helped improve the quality of their call handling. Her keen attention to details and thoroughness were reasons why she regularly presents process improvement recommendations. And she never loses sight of customer’s experience improvement in all her work, truly an advocate of best customer service!"
Maya Santos
GREENDOT
Vendor Operations Manager