Customer Experience |Escalation Management | 10+ Yrs of BPO Experience
Camarines Sur
I am a detail-oriented professional with over 10 years of experience in customer service, technical support, quality assurance, and administrative support. Throughout my career, I have worked with global companies, ensuring high-quality customer interactions, maintaining data accuracy, resolving complex issues, and improving operational processes. My expertise includes quality monitoring, customer support, escalation management, technical troubleshooting, documentation, data verification, compliance, and virtual administrative assistance. I am highly organized, analytical, and committed to delivering accurate, efficient, and reliable results. I am proficient in CRM systems, support platforms, and Microsoft Office, with a proven ability to adapt quickly to new tools and workflows. What sets me apart is my strong attention to detail, excellent problem-solving skills, and dedication to providing exceptional service. I take pride in producing high-quality work, meeting deadlines, and maintaining professionalism in every task I handle. Whether you need a dependable Virtual Assistant, Customer Support Specialist, Quality Assurance Analyst, or Administrative Support professional, I am ready to help your business operate more efficiently while delivering an outstanding experience for your customers.
Neowork Philippines Inc., full_time
Jan 2024 to Jan 2026
● Conducted data accuracy checks for onboarding, credentialing, and payroll-related documentation. ● Ensured compliance with company standards by reviewing account information before approval. ● Improved workflow efficiency through organized documentation, timely updates, and issue tracking. ● Maintained high accuracy in client records, reducing errors and discrepancies.
Quantrics Ltd. Inc., full_time
Dec 2018 to Dec 2023
Handled complex escalations requiring careful evaluation, thorough investigation, and precise resolution. ● Performed root-cause analysis for recurring issues and collaborated with teams to enhance processes. ● Maintained high QA scores by consistently following call flow, compliance guidelines, and accuracy checks. ● Provided detailed documentation for technical troubleshooting, billing disputes, and customer account updates. ● Supported sales processes with data verification and quality-focused customer handling ● Audit Escalation calls received making sure that Agents follow the right escalation process and provide escalation ticket for coaching
Citi Bank, full_time
Nov 2017 to Nov 2018
● Verified customer information for account updates and loan applications ensuring compliance with standards. ● Reviewed call interactions to improve sales delivery and adherence to scripts and regulatory guidelines. ● Maintained accurate records for dispatch processing and annual fee collections.
Canadian Educational Company, full_time
Oct 2016 to Jun 2017
● Ensured accuracy of customer data and documentation during scholarship application calls. ● Monitored outbound call performance and reported daily metrics to support quality and productivity goals.
Sutherland Global Services, full_time
Oct 2009 to Jun 2016
Supported high-volume inquiries with strict adherence to QA standards for H&R Block, Symantec, and Intuit QuickBooks. ● Delivered accurate technical and account-related information, contributing to strong QA performance scores. ● Performed back-office tasks requiring high attention to detail, including case documentation and billing reviews.