Quality Analyst and Customer Service Professional

TANIA JANE DACLAN

C** Univille, Kasambagan, Cebu City, Philippines 6000

Email: *****************@*****.*** Contact: 095******** OBJECTIVE

To obtain a position as a Quality Analyst / Customer Service Professional where I can utilize my experience in customer service and quality monitoring to improve performance and enhance customer satisfaction.

PROFESSIONAL EXPERIENCE

Quality Analyst (2 years and 8 months)

● Monitored and evaluated customer interactions (calls, chats, emails)

● Provided feedback and coaching to agents

● Ensured compliance with company standards

● Conducted calibration sessions and analyzed performance trends Customer Service Representative (9 months)

● Handled customer interactions professionally

● Resolved customer concerns efficiently

● Maintained performance metrics

SKILLS

● Quality Assurance & Call Monitoring

● Coaching & Feedback Delivery

● Communication Skills

● Attention to Detail

● Problem-Solving

● Time Management

EDUCATION

Senior High School – The Sisters of Mary High School, Cavite Junior High School – The Sisters of Mary High School, Cavite Primary – Baringcucurong Suyo Elementary School

PERSONAL INFORMATION

Age: 23

Date of Birth: April 1, 2002

Civil Status: Single

Nationality: Filipino

Languages: English, Cebuano, Tagalog, Ilocano

REFERENCE

Jhunlery Pasturan – IT Desktop Support 092********

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