Marlon C.

Senior Quality Analyst

Metro Manila, Mandaluyong, Philippines

Overview

I am an experienced BPO professional with 8+ years in customer service, technical support, lead verification, and quality analysis. Currently a Senior Quality Analyst at WNS (Capgemini), I specialize in root cause analysis, reporting, and process improvement while delivering client-facing communication and actionable feedback. My strengths in adaptability, documentation accuracy, and workflow optimization make me highly effective in roles requiring organization, scheduling, and efficiency

Skills and Tools

• Microsoft Excel
• Five9
• Salesforce
• Microsoft Office
• Microsoft PowerPoint
• Microsoft Teams
• Microsoft Word
• Google Calendar
• Google Sheets
• Google Docs

Work History

• Senior Quality Analyst

  WNS Part of CapGemini, full_time

  Jun 2023 to Apr 2026

  -Call/Chat/Email Monitoring and Evaluation-Scoring and Feedback-Data Entry-RCA-Process Improvement-Meeting Facilitation-Reporting-Process Flow Creation-Multi LOB Support-Client Facing

• Email Support Gaming Account/Lead Verification Analyst

  Acquire BPO, full_time

  Mar 2021 to Jun 2023

  General Concern-Billing Concern-Technical Issue-Ownership Verification-Data Verification-Data Entry

• Quality Analyst Apprentice

  FIS Global Makati, full_time

  Aug 2018 to Dec 2020

  Call Monitoring and Evaluation-Coaching-Data Entry-Certification of New Agents-Reporting

• Customer Service Representative/Phantom Churn

  FIS Global Makati, full_time

  Jan 2018 to Aug 2018

  General Concern-Billing Concern-Technical Issue-High Risk Cancelation-Appointment Setting