Quality Analyst | Customer Service & Admin Support

Experienced Email Support Specialist with 7+ years in customer service. Skilled in handling inquiries, resolving issues, and providing top-notch customer experiences through clear and professional communication. Proficient in using email support platforms like Zendesk, Salesforce, and Genesys. Committed to fast response times and high customer satisfaction.

Convergys – Amazon UK & US (Email & Chat Support) | Bacolod City, Philippines September 2013 – June 2015 • Assisted customers with orders, refunds, and account management • Ensured high customer satisfaction levels Convergys – Amazon UK & US (Email & Chat Support) | Bacolod City, Philippines September 2013 – June 2015 • Assisted customers with orders, refunds, and account management • Ensured high customer satisfaction levels Convergys – Amazon UK & US (Email & Chat Support) | Bacolod City, Philippines September 2013 – June 2015 • Assisted customers with orders, refunds, and account management • Ensured high customer satisfaction levels

Customer Service Specialist with 7+ years of experience in phone support across various industries. Skilled in handling high-volume calls, resolving customer issues efficiently, and delivering exceptional service. Proficient in using tools like Genesys, Salesforce, and Zendesk to manage interactions effectively. Strong ability to de-escalate situations, provide technical support, and ensure customer satisfaction. Currently working as a Senior Quality Evaluator, ensuring service excellence and compliance." ✅ Additional Highlights (if applicable): Handled an average of 50-100+ calls per day with high customer satisfaction scores. Trained and coached agents to improve call quality and efficiency. Expertise in call resolution and escalation handling.

Proficient in Salesforce, Zendesk, and Genesys, managing customer interactions, tracking inquiries, and ensuring efficient resolution.

Proficient in Salesforce, Zendesk, and Genesys, managing customer interactions, tracking inquiries, and ensuring efficient resolution.

Skilled in identifying, investigating, and resolving customer complaints, ensuring smooth resolutions while maintaining company policies and service standards.

Experienced in handling order fulfillment, cancellations, refunds, and dispute resolution while maintaining high customer satisfaction (Amazon, Fairfax Media, Microsoft Partners, Skype, Angi).

I attended Training for VA Training PH and become certified. So, I have a basic knowledge in how to do the following: ✅ Basic SEO & LSI Optimization ✅ Canva Graphic Design (For social media, presentations, etc.) ✅ Basic Video Editing ✅ Social Media Management (FB Ads, Meta)

✅ Microsoft Office & Google Suite (Docs, Sheets, Slides, etc.) ✅ ChatGPT & AI Utilization (This is a growing trend for businesses) ✅ E-commerce Assistance (I have Amazon experience that I can adapt to other platforms like Shopify)

Experienced in accurately inputting, organizing, and maintaining large volumes of data using CRM tools and spreadsheets.

Strong ability to create, analyze, and present reports based on quality evaluations, customer interactions, and operational performance to drive business improvements.

Proficient in coordinating and scheduling meetings, calls, and appointments, ensuring efficient time management for teams and executives.

Experienced in maintaining well-structured digital and physical records, ensuring easy retrieval and compliance with company standards. Obtained this when I was a secretary for 3 years in Robinsons Supermarket.