Quality Assurance Analyst
Resume:
Verlie Sobremonte *** Lester Ave Hayward
CA *****
verlie.sobremonte.com
EXPERIENCE
Professional Summary:
Experienced Quality Assurance Analyst with a background in customer service and operations management. Proven track record of achieving quality goals, improving team performance, and ensuring customer satisfaction. Skilled in managing client relationships and leading teams to success.
Work Experience:
Quality Assurance Analyst
TTEC Sta Rosa
October 2019 - June 30, 2024
● Achieved 100% of quality goals per client contract.
● Managed day-to-day quality operations, processes, and reporting.
● Improved key success metrics associated with the quality department.
● Developed and coached the Quality Assurance team.
● Ensured team had necessary tools, systems, and support. Account Specialist
TEAMSPAN ASIA
October 2016 - December 2018
● Built and managed client relationships.
● Updated work order status and confirmed service status with customers.
● Dispatched technicians promptly.
● Maintained data efficiently and accurately.
Customer Support Associate
Convergys, Alabang
July 2015 - June 2016
● Met contractual KPIs and clarified customer requirements.
● Provided resolutions to customer issues and demonstrated empathy.
● Participated in activities to improve customer satisfaction.
● Documented information in call tracking database. SKILLS
● Global Distribution
System (GDS):
Worldspan, Apollo,
Supplier links
● IAR Tool, Globalware,
TAS Desktop,
Rightnow Tool,
Paypal Manager
● MS Office
● High Performance
Management
Training (COPC)
● IBIS Certified
(Business Analytics)
Customer Service Representative
TELETECH HOLDINGS INC.
December 2013 - March 2014
● Provided timely resolution of customer inquiries.
● Built customer loyalty and executed sales initiatives.
● Met productivity and quality standards.
● Completed training requirements.
Team Lead – Operations
AEGIS SERVICES PHILIPPINES INC
August 2009 - January 2013
● Motivated and inspired team to meet objectives.
● Facilitated communication and resolved employee issues.
● Monitored, organized, and coached the team daily.
● Handled escalated calls and complaints.
Travel Representative
AFFILIATED COMPUTER SERVICES INC.
November 2006 - February 2009
● Reconciled reports with Airline Reporting Corporation (ARC).
● Voided and refunded transactions.
● Ensured accuracy of financial data submitted to ARC. EDUCATION
Rizal Experimental School of Pilot Cottage Industries Highschool
(Graduate)
Contact this candidate