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Summary

An organized, detail-oriented, and conscientious self-starter, able to strategize and prioritize effectively to accomplish multiple tasks and stay calm under pressure. 

Work experience

June 2018May 2020

Quality Assurance Specialist

Demand Science, Inc.
  •  Quality Evaluation.
  •  Documents all the areas for improvement spotted during the evaluations; tracks the repeatability of the errors.
  •  Identifies the potential root causes of the areas for improvement.
  •  Monitors agent development by looking into the trend of each agent’s areas for improvement, provide the names of the agents needing coaching.
  • Alerts team leads and managers of agents who have not been showing any improvements.
  • Coordinates with team lead for the specific action items for non-performing agents monitor the progress of action items.
  • Tracks the coaching compliance of each team lead.
  • Conducts a twice a month QA talk/huddle to each team, discussing top areas for improvement and how to prevent incurring them.
  • Sends quality advisories as needed to reinforce QA talk/huddle.
  • Process Improvement.
  • Raises any concerns that have/might have a huge impact on the team to site quality/training leads.
  • Consciously finds ways to further improve/streamline quality processes.
December 2017May 2018

Technical Support Representative

TopData Global, Inc

Provides solutions for technical difficulties for using VPN enabled devices.

Dec 2015Jun 2016

Accounts Receivable Representative

Sutherland Global Services
  • Collecting and making payment arrangements for any outstanding balance with business partners for an American based company that provides solutions for records management, data backup and recovery, document management, secure shredding, and data centers.
August 2013November 2014

Customer Service Representative

iQor Clark, Inc
  • Generating sales and delivering exceptional customer experience.
  • Handling finances and invoice processing to retain customers.
  • Negotiates directly with customers to ensure their loyalty. 

Education

20112013

Associate Degree

Asian Institute of Science and Technology

Computer Science