Quality Assurance, Customer Support Customer Experience Professional
Rizal
Quality Assurance, Customer Support and Customer Experience professional with 5 years of BPO experience across FinTech, digital marketplace, and healthcare operations, with additional expertise in Quality Assurance. Experienced in handling customer inquiries through email and phone support, investigating transaction and payment concerns, resolving account-related issues, and explaining policies and service options. Skilled in problemsolving, customer communication, complaint resolution, root cause analysis, and service quality improvement. Committed to delivering accurate, empathetic, and customer-focused support while maintaining policy compliance and service standards.
TaskUs.Inc, full_time
Oct 2023 to Sep 2026
• Audited chat and email customer interactions to evaluate service quality, accuracy, policy compliance, and the overall customer experience. • Handled email support tickets during high-volume periods in addition to regular QA responsibilities, investigating customer concerns and providing accurate, policy-compliant resolutions. • Reviewed complex customer cases involving missing cashback, card-linking issues, transaction tracking, receipt verification, and identity verification. • Analyzed customer feedback, CSAT/DSAT results, and recurring complaints to identify service gaps and opportunities to improve customer satisfaction. • Collaborated with Operations, Training, and client stakeholders to address customer pain points, clarify processes, and improve support quality. • Participated in quality calibration sessions to promote consistent, accurate, and customer-focused case handling. • Coordinated audit allocation and configured workflows in Maestro QA to support efficient quality monitoring and operational coverage.
TaskUs.Inc, full_time
Apr 2023 to Oct 2023
• Provided email-based customer support for cashback claims, missing rewards, promotional offers, payment concerns, and receipt validation. • Investigated customer concerns by reviewing account activity, transaction details, promotional requirements, and supporting documentation. • Explained account policies, promotional conditions, and resolution options to help customers understand the outcome of their concerns. • Applied critical thinking and problem-solving skills to assess cases, determine appropriate resolutions, and escalate concerns when necessary. • Balanced customer needs with establis
TaskUs.Inc, full_time
Mar 2022 to Apr 2023
Reviewed user-generated content and platform activity to identify policy violations, suspicious activity, and potentially fraudulent submissions. • Applied platform policies and documented moderation decisions consistently to support a safe and compliant digital environment. • Evaluated user submissions and escalated complex or high-risk cases in accordance with established procedures. • Developed strong attention to detail, policy interpretation, and decision-making skills applicable to customer support and issue resolution.
Teleperformance, full_time
Sep 2021 to Mar 2022
• Provided phone-based customer support to Prescription Drug Plan (PDP) beneficiaries regarding plan coverage, prescription benefits, and related inquiries. • Addressed customer questions and explained available plan information based on individual needs and coverage options. • Verified customer identity and eligibility-related information before accessing or discussing account-specific concerns. • Assisted customers with complex inquiries while maintaining professionalism, empathy, and accuracy. • Followed established healthcare support procedures and documentation requirements to ensure compliant service delivery.