Customer Service Quality Assurance

JULIUS PATRICK M. MAPALO

#** ****** * * *** Pedro Laguna

Contact Nos. : (092*-*******

E Mail Adress: *****@*****.***

OBJECTIVE:

To join in a well established organization where I can learn and contribute my skills and knowledge. To

be able to grow and mature in the role that I am aspiring in the company.

EDUCATIONAL BACKGROUND:

Bachelor of Science in Information Technology

AMA Computer College – Makati City Campus

WORK EXPERIENCE:

Quality Assurance Analyst (Apr 2013 –Present)

QBE GSSC

NetCube Bldg. Bonifacio Global City, Taguig City

Generate necessary reports such as monthly and weekly performance reports, Root Cause Analysis, trend

analysis, client updates, etc.

Creating of QA checklist and QA Scorecard

Attends Weekly Business Review together with the Service Managers, Ops Manager and onshore Team.

evaluate processed transaction done by the CSO’s.

providing feedback regarding strengths, weaknesses and behavior of the CSO’s

Assist in the development, implementation, and evaluation of quality programs to evaluate the highest

quality service provided to the clients and its customers.

Customer Experience Assessor/Quality Assurance Analyst (Aug 2010 – March 2013)

Salmat

18/20 McKinley Hill Taguig City

Generate necessary reports such as call observation or scan reports, monthly performance reports, trend

analysis, client updates, etc.

Train new hire QA’s with regards to the process and product

monitor and evaluate inbound call quality process compliance of OnePath Agents.

providing feedback regarding strengths, weaknesses and behavior of the agents on their call handling

Assist in the development, implementation, and evaluation of quality programs to evaluate the highest

quality service provided to the clients and its customers.

Performance Coach / SME (Mar 2007 – Mar 2010)

247 Customer

7th Floor Insular Life Building, Makati City

Monitor and evaluate inbound call quality process compliance to ensure that all Quality goals and objectives

are met satisfactorily

Providing feedback regarding strengths, weaknesses and behavior of the agents on their call handling

Provides coaching regarding the agents overall performance

Provide floor support to new hire agents

Generate necessary reports such as call observation or scan reports, trend analysis, client updates, etc.

Customer Care Specialist / Asst .Team Lead (June 2005 – Dec 2006)

IBM Daksh Business Process Service Phils

30th 32nd Floor, PBCom Tower, Makati City

Assist customers regarding their account inquiry. (billing, account modification, sales and technical issues)

Assist Team Leader in creating productivity reports and training materials.

Assist in providing and conducting refresher trainings regarding updates on the account

Customer Service Specialist / New Accounts (Dec 2004 – Apr 2005)

Security Bank Corporation

Binan Laguna

Provides assistance to customers regarding their bank account transactions

TRAININGS AND SEMINARS ATTENDED:

“3 Day ICT Convention (Power Up Information and Communication Technology)”

CAP Building – Makati City

“Marketing Experience”

Security Bank Building – Makati City

“Customer Service Excellence”

Security Bank Building – Makati City

“ Basic Quality Training (Strategic Quality)”

PBCom Tower – Makati City

“ Statistical Process Contol Training”

W5 Bldg – BGC, Taguig City

“ Yellow Belt Lean Six Sigma Training”

W5 Bldg – BGC, Taguig City

SKILLS:

Basic Programming, Troubleshooting basic hardware and software problems. Knowledgeable

in MS Office Application, Customer Service Oriented. People Management. Can Speak both in

English and Filipino language. Reports Generation.

PERSONAL BACKGROUND:

Age: 29 yrs. Old

Nationality: Filipino

Marital Status: Married

Date of Birth: 07/06/84

Gender: Male

Contact this candidate