I have a bachelor's degree in Information Technology at STI College Global City. I
worked as an IT professional responsible for maintaining the company's servers. In this
capacity, I worked with various teams that handled hardware repair and software
updates. I've also worked as a helpdesk support where I supported clients who were
facing technical difficulties. My hard work allowed me to advance to a Level 2 role as a
Quality Assurance Analyst where I am mainly assigned to check the quality of support
provided by the agents. Provides training to new hires, feedback for failing agents, and
refreshers to the team if new policies, processes, or targets are given. Creating
monthly knowledge tests for the entire global support. Analyzing customer feedback
and providing appropriate action plans to improve agent performance.
This position gave me the passion to lead and help others grow, leading to an increase
in performance from the other people I worked with previously. With this passion, I
believe I can create a positive environment of growth for members of my team. Along
with my professional training and experience, I've also developed strong
communication skills and my commitment to not only providing the highest level of
service for my clients but also improving the efficiency of my own team.
