Paul Warren Cuaresma
Virtual Assistant | Quality Assurance | Team Leader | E-commerce & Real State
Dedicated professional with 10+ years of experience in Customer Service, Quality Assurance, and Team Leadership across healthcare, insurance, telecom, logistics, real estate, and e-commerce. Skilled at resolving customer concerns, monitoring service quality, and coaching teams to exceed performance goals. Proficient in CRM tools (SkySlope, MLS, Canopy, Salesforce, Gorgias, Zendesk, NetSuite, Google Workspace, Microsoft Office, Slack, Intercom, Dialpad, Vonage), call analytics, and reporting dashboards. Known for delivering exceptional client support, compliance, and operational improvements.
Here’s what I bring to the table:
Customer Service Excellence – Voice, email, and chat support for e-commerce, logistics, and telecom. Skilled at handling billing, technical issues, order management, and escalations with empathy and professionalism.
Quality Assurance – Experienced in call monitoring, compliance audits, QA reporting, and coaching agents to improve performance while meeting HIPAA and industry standards.
Team Leadership – Proven ability to lead and mentor teams, track KPIs, and foster collaboration to achieve both client and organizational goals.
Technical & Tools Expertise – SkySLope, MLS, Canopy, Salesforce, HubSpot, Zendesk, NetSuite, Microsoft Excel, Google Sheets, QA dashboards, and call analytics platforms.
Whether you need a customer support specialist, a QA analyst to ensure service quality, or a team leader to manage operations, I can help you achieve consistent, reliable results.
Let’s work together to build seamless customer experiences and scalable support processes.
Employment History (Selected)
Quality Assurance - Real State | Samson Properties (-----------)
Customer Service Representative – E-commerce | Talentpop (2024–2025)
Admin Assistant / Customer Service – Logistics | Flexocraft (2023–2024)
Quality Analyst – Healthcare | Cognizant (2019–2023)
Quality Analyst / Team Leader – Insurance | Cognizant (2016–2019)
Insurance Service Representative | EXL (2011–2015)
Customer Service Representative – Telecom | IBM Global (2007–2011)
Skills
Customer Service (Voice, Email, Chat)
Quality Assurance & Call Monitoring
Team Leadership & Performance Coaching
Order Management & Logistics Support
Data Analysis & Reporting (Excel, Sheets, Dashboards)
CRM Tools (Salesforce, Hubspot, Zendesk, NetSuite)
Conflict Resolution & Customer Retention
