Service Analyst
Resume:
Brgy. Day-as, Cebu City
******************@******.***
E D U C A T I O N
Polytechnic University of the
Philippines, Sta. Mesa, Manila
Bachelor’s Degree in Human
Resource Development
Management
2018
Educational Achievements
President’s lister
First Semester (SY: 2015-2016)
Second Semester (SY: 2015-2016)
First Semester (SY: 2017-2018)
Dean’s lister
First Semester (SY: 2016- 2017)
Second Semester (SY: 2016-2017)
CHARACTER REFERENCES
Rheame Ogoc
Quality Assurance Analyst
Justine D. Dela Peña
Senior Recruiter
P R O F E S S I O N A L E X P E R I E N C E
Quality Assurance Specialist – Dec. 2019 – Nov. 2020
• Monitoring agents' inbound and outbound calls according to client's specifications to maintain quality of call service
• Facilitating QA - TL touch base to bridge knowledge and skill gaps and correct internal broken processes
• Attending and facilitating internal and client calibrations
• Creating analyses and internal reports to help operations' performance
• Revalidating client's and customer's escalation call requests and providing real time feedback and coaching
Subject Matter Expert – Jan. 2019 – Nov. 2019
• Listening to nesting agent's interaction with his/her end users using side by side strategy and providing real time feedback
• Providing support to nesting agents and attending to all of their questions
• Facilitating pre and post shift huddles to know their challenges and to know how to support them
• Ensuring agents to be onboarded to production floor
• Attending trainings in GDS to strengthen knowledge with the product Customer Service Representative – June 2018 – Dec. 2018
• Providing better options to customers on their flight reservations
• Ensuring quality of service is met by reporting issues experienced before, during, and after the call to the lead
• Ensuring opportunities that were observed by the Quality Analyst were rectified
Professional Achievement
Consistent Top Quality Assurance Analyst – 2020
TELEPERFORMANCE, Cebu IT Park
Consistent Top Agent – 2018-2019
TELEPERFORMANCE, Cebu IT Park
Contact this candidate