Customer Service Quality Assurance expert
Resume:
J O L L Y A N N E W R I G H T
*****.******@*****.***
C O N T A C T
E D U C A T I O N
Colegio de San Juan de letran
BS Business Administration major
in Management
EDUCATIONAL QUALIFICATION
S K I L L S
Content Writing
MS Office 365 - Excel, Word,
Powerpoint, Outlook, SharePoint,
etc.
Zendesk and Jira
Calabrio, Cisco, Avaya
Performance monitoring,
Customer Success, Office Admin
tasks (print/fax, photocopy, scan
etc)
Video editing, photo editing
Logo making, invitation, posters,
labels using Canva
WORK E X P E R I E N C E
S U MMARY
I am a consummate professional with many years of work experience in Customer Service, Quality Assurance and Training. I am seeking a senior, lead, supervisor or management position where I can utilize my unique experience to help a company reach their goals. GUESTBOOK
April 2023 - March 2024
CLIENT SERVICES
Conducted thorough reviews of family visa cases, including government forms and pertinent supporting documents, ensuring compliance with regulations and guidelines.
Served as the primary liaison for customers concerning Requests for Evidence (RFE), Notice of Intent to Deny (NOID), 221g, and other USCIS or government communications, providing expert guidance and assistance.
Utilized attention to detail and organizational skills to optimize quality and speed, ensuring swift customer movement through the end-to- end QA process and providing an exceptional customer experience. BOUNDLESS IMMIGRATION February 2023 - April 2023
CASE MANAGER, CUSTOMER SUCCESS
Conducted thorough reviews of family visa cases, including government forms and pertinent supporting documents, ensuring compliance with U.S. Immigration regulations and guidelines. Served as the primary liaison for customers concerning Requests for Evidence (RFE), Notice of Intent to Deny (NOID), 221g, and other USCIS or government communications, providing expert guidance and assistance.
Managed a caseload of customers, conducted quality assurance on their petitions according to Boundless SLA/standards, and provided clear, high-quality feedback and support to ensure timely corrections.
A middleman between our Customer and Immigration lawyers PSI April 2019- February 2023
TECHNICAL WRITER/QUALITY ASSURANCE
Developed and updated knowledge base (KB) articles, admission guides, customer service representative (CSR)/technical support representative (TSR) scripts, modern documentation, and easy-to- understand procedures for all tests.
Lead editor maintaining consistency in document formatting and style.
Coordinated with project managers via Jira to stay informed about upcoming client/test launches.
Created admission rules and guides approved by clients and management.
Implemented continual quality improvement tools to provide accurate weekly, monthly, and annual reports on regional site performance analytics using MS Excel, including pivot tables and raw data analysis.
Monitored CSR's performance in handling and resolving candidate/customer issues and analyzed error trends. Prepared and provided escalation reports to the Director/Client Services as necessary.
Conducted audits of candidates' registrations and applications. Served as the point of contact for Manila (PH) Call Center personnel. R E F E R E N C E S
Provided upon request.
P R O J E C T S / L E G A C Y
Accomplishments in
improving team
performance and
productivity
Conducted final interviews
and training to facilitate
mass hiring for our
Philippine-based team
Designed an Excel sheet for
the QA team to monitor their
weekly and monthly tasks
and evaluations
Enhanced and rewrote
handouts and legal
documents for specific PSI
clients, resulting in improved
customer satisfaction.
MACHINE ZONE April 2016 - May 2018
SENIOR CUSTOMER SERVICE REPRESENTATIVE
Provide highest standard of customer service to Mobile Strike Players via email support.
Assigned to handle VIP players who spent at least $1,000,000 on app store (Itunes and Google Play)
Handles Japanese,Filipino and English VIP tickets. Coordinate with Quality Team if technical issues arise. TELUS INTERNATIONAL April 2014 - April 2016
SENIOR CUSTOMER SERVICE REPRESENTATIVE
Provide the highest standard of customer service to top-tier customers Escalate cases to the manager as needed
Process refunds if necessary/applicable
Conference call with banks or merchants if a chargeback is necessary Assist team lead in coaching fellow representatives by performing calibration for junior employees.
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