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About Candidate
About
Quality-focused and customer-driven professional with over a decade of experience spanning quality assurance, customer service, and team leadership in both BPO and retail. Adept at improving service delivery through precise quality monitoring, insightful data analysis, and targeted coaching. Known for driving performance improvements, fostering team growth, and ensuring compliance with operational standards. Passionate about delivering exceptional customer experiences and building processes that work smarter, not harder.
Experience Highlights
TDCX Philippines – Led quality audits across multiple channels, coached agents based on performance insights, and facilitated calibrations with client QA teams to maintain consistent evaluation standards.
Partnered with training and operations teams to implement workflow enhancements, prevent recurring errors, and ensure agents were production-ready from day one.
Accenture & Concentrix – Delivered exceptional multichannel customer support for broadband, cable, and Facebook Advertising accounts. Achieved consistently high CSAT scores and resolved complex technical and policy-related issues.
Puregold Price Club Inc. – Managed store operations across multiple departments, driving sales growth, improving inventory accuracy, and mentoring team members for higher productivity.
Core Strengths
Quality Monitoring | Root Cause Analysis | Coaching & Development | Process Improvement | Compliance & Reporting | Customer Experience Management | People Leadership
Location
Education
Computer Programming (2007 – 2009, CEDAR College) Studied the fundamentals and practical applications of software development, focusing on programming languages, system design, and problem-solving techniques. Coursework included algorithm design, database management, and application development, equipping me with skills in logical thinking, coding efficiency, and system troubleshooting. Developed a strong foundation in both structured and object-oriented programming, as well as the ability to adapt to new technologies and programming tools.
Work & Experience
Oversaw quality assurance operations across multiple customer service channels, ensuring adherence to accuracy, empathy, and compliance standards. Conducted daily audits, mock chat simulations, and nesting agent evaluations to prepare new hires for production readiness. Delivered targeted coaching and feedback to drive performance improvement, address knowledge gaps, and boost agent confidence. Performed data-driven performance analysis and root cause investigations, collaborating with training and operations teams to refine workflows and prevent recurring service issues. Led monthly calibration sessions with internal and client QA teams to maintain scoring consistency and quality alignment.
Delivered multichannel customer support (chat, email, calls) with a specialisation in Facebook Advertising assistance. Resolved technical issues, policy inquiries, and advertising campaign disputes while ensuring adherence to response SLA and quality benchmarks. Escalated critical issues to internal departments and documented all interactions for compliance
Supported customers with broadband, cable, and TV services, focusing on account maintenance, troubleshooting, and upselling. Maintained a high average CSAT and met daily productivity and compliance targets.
Managed customer interactions related to billing concerns, account updates, and retention campaigns.Provided after-sales support and loyalty engagement with a strong focus on customer satisfaction.
Handled postpaid line services and provided support for billing, account management, and retention
