BPO Professional with 6+ yrs experience in Customer Service, Team Leadership, Training, Quality Assurance and Data Analysis/Reporting

* Quality Assurance and CSAT Analysis // QA Hybrid (Phones, Emails, Chats)

- 2 years as a QA for a Financial Technology acct; handling a team of 11-16 Phone/Email agents

- CSAT / DSAT evaluations




* Data Reporting & Performance Analytics // Stakeholder Communication

- QA and CSAT Data exporting, cleanup, analysis, and reporting to clients in a Weekly Business Review



* Team Leadership & Coaching // KPI Management and Agent Performance Monitoring

- Managed a team ranging from 15 to 35 agents for a Financial Account; coached each member and drove excellent performance, resulting in exemplary promotions



* Training Delivery & Facilitation // Onboarding/Offboarding

- Delivered successful product, language, and technical training to 11 waves of classes, and facilitated excellent hand-offs after graduation (while being a supervisor)



* Customer Care & Success Experience (Finance, FinTech, Recipe Box/Meal Kit, Tutorial Services, Telco, Sales and Services, Lead Generation)



* GSuite, Microsoft, CRMs, QMS analytics

* Proven ability to work independently and collaboratively