Skills
Customer Support
Less than 6 Months
Chat/Email Support
5-10 Years
Quality Assurance
10+ Years
Experience highlights
Quality Assurance Analyst - Google
Teleperformance
·
November/2021
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Present
Main task is to perform quality assurance checks for calls, chat, and email interactions for Google Local Service Ads. Quality checks for agent calls, chat, and email. Process guidance. Conduct quality assurance talks as needed for training and tenured agents.
Quality Assurance Analyst - Microsoft
Teleperformance
·
July/2015
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Present
Initially joined the Microsoft family to support Xbox Voice. Had a brief stint with Xbox Chat. Moved to Outlook Mobile and Outlook for Web in 2017. After Outlook for Web was transferred to a different site, I started assisting Xbox again with Outlook Mobile. Handled Xbox (Voice), Outlook Mobile (In-App Support), and SwiftKey (Email). Quality checks for agent interactions. Process guidance. QA talks for training and regular agents. Support operations needs.
Quality Assurance Analyst - Navient
Teleperformance
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January/2014
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Present
Tasked to do quality checks for tickets submitted by customers to apply for loan deferment during the Enrollment season. Verification of processed tickets. Monthly QA talks for regular agents. Partner with Supervisors to help coach agents with outstanding opportunities.
Customer Service Representative - Navient
Teleperformance
·
January/2013
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Present
Ticket processing for customer requests to defer their payments for their student loan.
Customer Service Representative - Experian
Teleperformance
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January/2010
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Present
Assisting customers with concerns regarding their accounts or membership. Logging in problems, unlocking accounts, and site navigation. Responsible for billing concerns of customers with charges from Experian-powered websites. Answers customer questions concerning their credit reports and credit scores. Reselling online service provided by
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