2014
Bachelor of Science in Tourism Management
Centro Escolar University
More Info About Me
I am a motivated and enthusiastic professional with a passion for quality improvement and customer satisfaction. I have experience in various industries, aviation, customer and back-office support, where I applied the principles and tools of Lean Six Sigma to identify and eliminate waste, reduce variation, and increase efficiency. I have strong analytical, communication, and problem-solving skills, and I enjoy working in teams or independently. I am always eager to learn new skills and take on new challenges.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2023
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2024
Enshored Inc.
(Quality Analyst)
Conduct quality checks on various contact methods, such as calls, chats and emails, and share feedback with relevant stakeholders.
Join calibration and call listening sessions with different teams and clients to ensure consistent and best practices in quality scoring.
Perform internal quality audits to improve contact quality and suggest changes.
Maintain a solid knowledge base of the program and the client's products, services and strategies.
Collaborate with different teams and clients on quality improvement initiatives.
Meet the productivity targets for the number of contacts monitored and evaluated.
Stay updated on the program by completing phone time as needed.
Help maintain the forms and legends documents for quality evaluation.
Support management in reviewing key drivers, metrics and processes that affect the Balanced Scorecards and count profitability goals.
2022
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2023
Enshored Inc.
(Customer Service Representative)
Responds to customers’ inquiries of medium complexity via phone, email and chat.
Knows, understands and applies company policy and procedures to resolve customer issues.
Logs and classifies all calls and requests for assistance in CRM (Zendesk).
Track inquiry resolution progress and where appropriate, actively call customers with a status update or resolution.
2015
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2016
Philippine Airport Ground Support Solutions Inc.
(Passenger Service Agent)
Control flights on Arrival (monitoring flight details, answering queries, assists passenger who needs special assistance, arrange transit baggage and coordinate with the receiving airlines.
Issue Property Irregularity Report. Monitor cases through World Tracer System.
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.