Experienced technical support with a demonstrated history of working in the outsourcing industry. Skilled in Customer Service and Technical Support. Strong information technology professional with a Bachelor's Degree in Business Administration focused in Management from Bulacan State University.

Experience

  • Senior Process Executive

    at Cognizant

    August 2018 - February 2019

    National Capital Region

    - Providing exceptional customer service to high value clients of a leading Silicon Valley-based tech company.

  • Operations Analyst

    at TaskUs Philippines

    March 2016 - July 2018

    National Capital Region

    - Evaluating customer interactions on multiple channels (Calls, Emails, and Chat) and providing detailed and meaningful feedback and coaching suggestions to team leaders. - Facilitating calibration sessions with team leaders, operations managers, and clients. - Analyzing weekly negative survey results from customers to identify areas of improvement. - Conducts one-on-one coaching sessions with teammates to discuss both wins and opportunities. - Provides insights during business reviews on the team’s overall quality performance.

  • Customer Service Representative

    at TELUS International Philippines

    July 2015 - December 2015

    National Capital Region

    - Providing tier-1 level support for both Uber riders and drivers from multiple channels using different support tools such as Zendesk and Bliss.

Education

  • HSK Level 3 - Chinese Profiency Test

    at Confucius Institute at Bulacan State University

    2019 - 2019 (1 year) Central Luzon

  • Professional Civil Service Eligibility

    at Philippines Civil Service Commission

    2014 - 2014 (1 year) Central Luzon

  • Bachelor of Science in Business Administration

    at Bulacan State University

    2009 - 2014 (5 years) Central Luzon

Languages

  • English Native

  • Tagalog Native

  • Chinese Elementary

Hives