2009
BA MassCommunication major in Broadcasting
Bulacan State University
More Info About Me
With 17 years of experience across customer service, technical support, QA, content moderation, trust & safety and e-commerce. Proven expertise across voice, chat, email, and community support, with a strong background in quality and data evaluation. Adaptable, results-driven, and committed to continuous improvement, I bring a strong work ethic and passion for delivering exceptional customer service and business outcomes.
My Skills and Competencies
Social Media Management
Medical Virtual Assistant
Data Entry
Content Creator
Certificates
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My Experience and Education
2022
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2026
ByteDance Philippines
(Search Global E-Commerce Specialist (TikTok - AI Data Service & Operations)
-Daily search evaluation to ensure that user experience for search function is met based on established standards and user experience principles.
-Supported initiatives to improve the e-commerce search experience, helping drive user engagement and business growth.
-Conducted in-depth data analysis to identify key user needs and better understand search behaviors and trends.
2021
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2022
ByteDance Philippines
(Quality Analyst)
-Monitored short-form video contents to ensure compliance with community guidelines and protect the platform from digital harm while maintaining safety and integrity.
-Reviewed sensitive contents, handled escalations, and performed data analysis for further investigation.
-Collaborate with cross-functional teams to improve processes and maintain quality standards.
-Conducted training sessions for moderators & collaborated closely with Content Specialists/POCs to optimize and refine policy implementation.
-Performed quality audits, calibrations, and root cause analysis (RCA) to identify gaps and improvement opportunities.
-Developed and implemented quality programs, policies, and procedures to maintain and continuously enhance quality standards.
2020
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2021
Concentrix
(Senior Quality Analyst)
-Monitored calls and emails to ensure compliance with quality standards and procedures.
-Developed and implemented quality programs, processes, and guidelines to maintain and continuously improve service standards.
-Performed daily quality audits and provided support on quality-related concerns and standards.
-Tracked team performance and delivered data-driven feedback and insights to management.
-Facilitated QA calibration sessions to ensure consistent evaluation standards.
-Provided actionable feedback and coaching to agents to support performance improvement.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Medical Virtual Assistant
Scheduling appointments, handling correspondence, and managing records.