Flexible on works given
Eagerness to learn
Organized
Coachable and Accountable
Values the importance of Integrity, Impartiality and Time Management

To secure employment and a responsible career opportunity with a reliable client
to fully utilize my skills, share my knowledge, and at the same time to expand my
learnings while making an important contribution to his/her success.

Rannie Tadifa
Senior Operations Manager- Nearsol Iloilo
09498814457

Jemuel Legaspi
Quality Advocate Coach- IGT Iloilo
09189002339

Juvalet Espinosa
Quality Advocate- Legato Health Technologies
09663196625

Mae Anoche-Homicillada
Product Trainer- Legato Health Technologies
09088651290

Quality Advocate Startek Myrtle Beach (Remote)

 Remote QA for Charter Internet Repair and Billing
 VOC Audit and Regular Audit
 POC for Chat Transfer Validation
- Sending allocation to Co-QAs
 Creates Weekly Roster based on the Employee Headcount
 Weekly Client Calibration Meetings
 Conducts QA Talk for New Hires
 Customer Complaints and Vendor Investigation Chat Review

Quality Advocate Startek Philippines

 QA for Video Repair and Billing
 Listens and evaluate calls. Provide feedback to coaches/operations based on the QA guidelines
- Call Transfer Validation
- VOC Audit
- Credits and Adjustment Validation
- First Call Resolution Audit
 POC for First Call Resolution Scrubbing
- Sending weekly report based on Call Hygiene observation. Provides feedback, and recommendation based on the analyzed data
 Conducts Calibration Session with Coaches on site and on-shore Quality Team.
- Call listening with coaches and QAs to identify whether or not the team is calibrated with the Guidelines, Business Rules and Processes.
- “Show me session”- Conducted a Call Simulation with the coaches to check if how they will resolve the customers issue which were identified as call drivers.
 QA Talk/ ABAY POC
- Conducts QA Talks with New hires
- Sending Weekly report during the ABAY period to determine the wins, opportunities, and progress of the team.
 Customer Complaints and Vendor Investigation Call Review

Consumer Sales Representative- Startek Philippines

 Receive Chat interaction for possible customers
 Upselling, and Work order creation based on the customer needs and chat interaction

Customer Service Representative- Startek Philippines

 Inbound interaction with customers (phone) and Answering customers email
 Order Tracking, assistance in placing an order
 Validation of possible refunds and order replacement

Customer Service Representative- IQOR Philippines

 Inbound interaction with customers.
 Order Tracking, assistance in placing an orders
 Validation of possible refunds and order replacement

Healthcare Associate- Hinduja Global Solutions

 Reviewing Documents for patients to Qualify for insurance coverage for Durable Medical Equipment.