Skills
Office and Administration > Power BI
2-5 Years
Office and Administration > Quality Assurance
10+ Years
10+ Years
Process improvement
5-10 Years
Data Analysis
5-10 Years
Root cause analysis
5-10 Years
Report Generation
5-10 Years
Coaching and Training
5-10 Years
Office and Administration > Data Entry > Encoding > Troubleshooting
10+ Years
- Customer Service
10+ Years
Customer Support > Chat Support >Technical Support
10+ Years
Experience highlights
Senior Quality Evaluator
Concentrix
·
January/2022
–
/
Evaluate 7-10 call/chat interactions weekly across multiple teams. Maintain 90-92% QA scores through audits and coaching. Facilitate calibration sessions and analyze CSAT/DSAT data for performance improvement.
Technical Support Representative
Concentrix
·
January/2019
–
Present
Resolved technical customer concerns through structured troubleshooting. Managed inquiries involving service status, case management, and parts availability following account procedures.
Quality Assurance Specialist
Teleperformance Philippines
·
July/2016
–
Present
Evaluated 20-25 interactions weekly. Generated monthly QA reports, performed root-cause analysis, facilitated calibrations. Correlated QA scores with CSAT/DSAT results to identify trends.
Technical Support Representative
Teleperformance Philippines
·
December/2013
–
Present
Resolved technical concerns for computer manufacturing and security software customers through structured troubleshooting and service guidance.
Customer Service Representative
Firstsource Ltd.
·
August/2013
–
Present
Resolved billing, customer inquiry, and technical troubleshooting concerns for British telecommunications account.
