2009
BSIT
A.M.A Computer College
More Info About Me
I’m a results-driven and detail-oriented professional with over a decade of experience in administrative scheduling, quality assurance, and customer service. Working in the BPO industry has taught me how to stay organized, handle pressure, and communicate effectively all while supporting both clients and internal teams.
Alongside my corporate work, I also pursue my passion for creativity as a freelance graphic designer. Balancing both roles has helped me master time management and task prioritization. I plan my day strategically, setting clear goals and blocks of time for each responsibility, ensuring I meet deadlines without compromising the quality of my work.
Whether it’s managing schedules, solving customer concerns, or creating visual designs, I take pride in delivering work that’s efficient, thoughtful, and aligned with the needs of those I support.
My Skills and Competencies
Social Media Management
Executive Assistant
Data Entry
Content Creator
Quality Analyst
Certificates
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My Experience and Education
July 2012
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August 2013
UNION GALVASTEEL CORPORATION
(Data Encoder)
Managed high-volume data entry, document scanning, and filing with a focus on accuracy and compliance with regulatory standards.
October 2013
-
May 2014
BLUE DREAM LANGUAGE CENTER
(I.T. Staff)
Maintained and monitored all internal IT systems, providing essential technical support to staff and ensuring operational uptime.
May 2014
-
March 2015
Teleperformance
(Customer Service Representative)
-Provided troubleshooting assistance for
technical concerns.
-Upsold insurance/protection plans.
-Clarified billing, contract policies, and retention
concerns.
March 2015
-
Feb 2016
Alorica Inc.
(Technical Support Representative)
-Assisted customers with troubleshooting and
technical issues.
-Promoted and sold insurance/protection plans.
-Explained contract policies, billing, and dispute
resolutions.
March 2016
-
May 2019
VXI GLOBAL
(Customer Service Representative / SME)
-Provided comprehensive support across
technical, billing, and upselling functions,
consistently meeting and exceeding
performance targets.
-Served as a Subject Matter Expert, offering real-
time support to fellow agents and handling
escalated customer issues with professionalism.
-Generated detailed Excel reports to monitor
team and individual KPIs, contributing to data-
driven performance management.
March 2019
-
September 2019
CONCENTRIX
(Customer Retention)
-Specialized in retaining at-risk customers by
effectively resolving complex billing and
technical problems.
-Crafted and presented customized offers and
solutions to improve customer loyalty and
significantly reduce churn.
September 2019
-
August 2021
CONCENTRIX
(Escalation Desk / Subject Matter Expert (SME))
-Acted as the final point of resolution for
complex customer escalations, providing expert
guidance to frontline agents and ensuring
positive outcomes.
-Developed and maintained interval reports for
team leads and operations management,
providing critical data for performance tracking.
-Proposed and helped implement workflow
improvements that successfully reduced
average handling time and improved overall
CSAT scores.
September 2021
-
June 2022
ACCENTURE INC.
(Customer Service Associate)
-Prepared and analyzed financial statements,
ensuring accuracy, completeness, and
compliance with accounting standards and
regulations.
-Managed general ledger activities, including
journal entries, reconciliations, and month-
end/year-end closing processes.
-Assisted in the development and maintenance
of financial policies and procedures.
June 2022
-
October 2024
ACCENTURE INC.
(Quality Analyst)
-Evaluated a high volume of customer
interactions against stringent quality standards,
identifying areas for improvement and ensuring
compliance.
-Delivered targeted coaching and actionable
feedback to agents, resulting in measurable
improvements in performance and customer
satisfaction (CSAT).
-Collaborated with management to develop and
implement quality initiatives, delivering
comprehensive performance reports to track
progress and drive results.
October 2024
-
July 2025
ACCENTURE INC.
(Scheduling Coordinator / Administrative Assistant)
-Strategically manage and optimize complex
executive calendars, ensuring seamless daily
scheduling and prioritization of critical
meetings.
-Coordinate all aspects of high-level meetings,
from preparing agendas and materials to
communicating updates with key stakeholders.
-Interviewed and screened direct reports for the
executive, ensuring a seamless and efficient
hiring process.
-Serve as the central point of contact for all
scheduling-related matters, maintaining
accuracy across all platforms and providing ad-
hoc administrative support.
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.
Executive Assistant
Professional responsible for managing the schedules and communications of key executives in their company.
Quality Analyst
Monitored customer interactions, coached agents for performance, & collaborated with management on data-driven strat