Senior Customer Support & QA Specialist | SOP & Process Improvement | Zendesk | Salesforce | Financial Services | Remote-Ready
I'm a Senior QA and Customer Support Specialist with 9+ years
in financial services BPO. I help remote teams deliver consistent,
high-quality customer experiences through solid SOPs, quality
monitoring, and clear reporting.
What I bring:
- Email & chat support — high volume, complex transactions,
escalations
- QA & compliance — call audits, scorecards, calibration sessions
- SOP writing — building processes that actually get followed
- Reporting — weekly dashboards, KPI tracking, stakeholder updates
- Tools — Zendesk, Salesforce, Intercom, Slack, MS Teams
Available: 7 PM–2 AM Manila time (ideal for AU & US clients)
IQ Score: 112 | English: C2 Advanced
Portfolio: -----------
