2012
BS Hospitality Management
Foundation University
More Info About Me
Experienced Customer Service Specialist with over 9 years in the BPO industry, supporting telco, retail, e-commerce, and travel accounts. Proven ability to handle high-volume customer interactions across voice, chat, and email platforms. Demonstrated leadership through multiple special duty assignments, including roles as SME, Team Leader, and Business Analyst. Highly adaptable with a strong focus on quality, customer satisfaction, and continuous improvement.
My Skills and Competencies
Social Media Management
QuickBooks Expert
Data Entry
Content Creator
Certificates
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My Experience and Education
2025
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2026
Ascendion Inc
(Customer Support Representative)
● Managed order inquiries, cancellations, refunds, and account issues
● Handled customer concerns via phone
2024
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2025
Alfa Business Outsourcing Philippines
(Quality Assurance Analyst)
● Evaluate customer interactions for adherence to quality standards, scripts, processes, and customer satisfaction.
● Score agent performance based on defined QA rubrics and generate regular quality reports.
● Provide constructive feedback to agents and support team leads or supervisors in coaching sessions.
● Identify trends, recurring issues, or areas for improvement and recommend action plans or solutions.
● Ensure compliance with company policies, security protocols, and data privacy standards.
● Participate in calibration sessions to align evaluation standards across QA and operations teams.
● Maintain accurate QA records, reports, and agent performance logs.
2023
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2024
Alfa Business Outsourcing Philippines
(Customer Support Representative / Technical Support Representative)
● Handle incoming customer inquiries via chat, phone, or email regarding security system devices (e.g., cameras, doorbells, app support).
● Guide customers through basic device setup, configuration, and troubleshooting steps for connectivity, app issues, or hardware concerns.
● Maintain a strong understanding of security system devices and services to provide accurate information and assistance.
● Resolve customer issues efficiently and professionally, escalating complex cases to higher-tier support when needed.
● Assist customers with security system account management, subscription services, order status, returns, and warranty concerns.
● Log customer interactions accurately using internal CRM or ticketing systems.
● Help customers understand device features, app navigation, and security best practices.
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.
QuickBooks Expert
Track expenses, manage cash flow & create invoices.