2008
AB Mass Communication Major in Broadcasting
Lyceum of the Philippines University
More Info About Me
Detailed oriented and perfectionist by nature, ensuring whatever output I have would be accurate and with quality. I have 13 years of experience in customer service industry, this served as a foundation for having good communication skills, outstanding customer service and professional demeanor. I also have 5years experience as a Quality Analyst, auditing chat and calls for 3 different accounts for 3 different countries (Local & international). Knowledgeable in providing in-depth insights on different KPIs to operations and clients. Skilled at problem solving, encourage teamwork and adaptable to changes.
• Knowledgeable in MS office (Excel and PowerPoint)
• Gathering data and producing insights
• Customer Journey Mapping
• Auditing chats & calls to make sure that procedures were followed
Few of the things I do as a hobby would be the following:
• Basic digital photography
• Travel research for itinerary
• Photo editing
• PowerPoint presentation
My Skills and Competencies
Social Media Management
SEO Expert
Data Entry
Content Creator
Certificates
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My Experience and Education
2022
-
2022
Teleperformance
(Quality Analyst Supervisor)
• Manage workflow in QA team
• Communicate with operation to identify help needed
• Evaluating QAs’ performance and provide feedback for improvement
• Create PowerPoint presentation & discuss it during weekly and monthly business review with operations and clients
• Provide insights and recommendations for the program and its agents
Ensure productivity goal is achieved by the QA team on a weekly and monthly basis
2016
-
2022
Teleperformance
(Quality Analyst)
• Total of 3 different accounts handled
• Monitor calls and chats of the agents
• Identify strengths & opportunities and provide recommendations to improve performance
• Conduct deep dive analysis on specific metric in order to provide the best recommendation for improvement
• Attend and facilitate weekly calibration with operations
• Facilitate meetings to discuss product, process and policy updates
• Generate insights for weekly business review with operations and clients
• Became a QA and trainer at the same time for a new program
2016
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2016
Teleperformance
(Subject Matter Expert)
• Provide knowledge and expertise on the account
• Taking escalations from agents
• Managing the agents/team in the absence of a supervisor
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.
SEO Expert
Marketing professionals who use research and analysis to improve a website's ranking on search engines like Google.