Skills
Office and Administration > Quality Assurance
10+ Years
Team Leadership
10+ Years
People management
10+ Years
Performance Management
10+ Years
Coaching & Training
5-10 Years
Process improvement
10+ Years
Data Analysis
5-10 Years
Escalation Management
10+ Years
Cold Caller> Appointment Setter> Customer Support > Sales Support
5-10 Years
• Customer Service Management
10+ Years
Experience highlights
Client Servicing Team Leader
Digital Conversions Media
·
January/2018
–
/
Lead customer service and sales support while driving performance, resolving escalations, improving processes, and ensuring service excellence.
Universal Agent/QA Analyst
Concentrix Philippines - Google
·
January/2014
–
Present
Promoted from Google Customer Support Representative to QA Analyst, overseeing performance evaluations, coaching, compliance, and quality improvement.
Mediation/Escalation/Appeals Agent
Concentrix Philippines - eBay
·
January/2012
–
Present
Promoted through roles handling increasingly complex buyer/seller disputes via advanced investigation, policy interpretation, and resolution.
Sales & Customer Service / SME
Teleperformance Philippines - Caesars Hotel & Casino
·
January/2010
–
Present
Top-performing sales and customer service agent; Site Top Agent for 3 consecutive quarters and promoted to SME for coaching and process expertise.
