Sr. Quality Evaluator

Introduction: With over a year of experience in providing technical support for Microsoft Windows, I have developed a strong foundation in troubleshooting and resolving a wide range of issues related to operating systems and software applications. As a dedicated professional, I am committed to delivering exceptional customer service and ensuring the smooth operation of IT systems for clients. Experience: • Technical Support Specialist, Concentrix CVG Phils • Provided timely and efficient technical support to end-users experiencing issues with Microsoft Windows operating systems and related software applications. • Diagnosed and resolved hardware and software problems, including installation errors, system crashes, and compatibility issues. • Utilized remote desktop tools and troubleshooting techniques to assist users with system configurations, software installations, and network connectivity issues. • Documented all support activities and resolutions in ticketing systems to maintain accurate records and track customer issues. Key Skills and Expertise: • Proficient in diagnosing and troubleshooting issues related to Microsoft Windows operating systems (Windows 7, 8, 10) and software applications (Microsoft Office Suite, Outlook, etc.). • Strong knowledge of computer hardware components, peripherals, and networking technologies. • Excellent communication skills, both verbal and written, to effectively communicate technical information to non-technical users. • Customer-focused with a commitment to delivering high-quality technical support and resolving issues promptly. • Ability to work independently and collaboratively in a fast-paced environment, prioritizing tasks and managing time effectively to meet deadlines.

Experience: Quality Evaluator, Concentrix CVG Philippines Inc. (Mandaue, Cebu) • Conduct thorough evaluations of customer interactions across various channels, including phone, email, and chat, to assess compliance with quality standards and identify areas for improvement. • Provide detailed feedback and coaching to frontline agents to enhance their performance and ensure consistency in service delivery. • Analyze quality metrics and trends to identify root causes of issues and implement corrective actions to drive continuous improvement. • Collaborate with cross-functional teams to develop and implement quality initiatives and best practices to optimize customer experience. Key Skills and Expertise: • Proficient in evaluating customer interactions and providing constructive feedback to improve performance. • Strong analytical skills with the ability to identify trends, patterns, and areas for improvement. • Excellent communication skills, both verbal and written, to effectively coach and mentor frontline agents. • Detail-oriented with a keen eye for quality and adherence to standards. • Proven ability to manage time effectively and prioritize tasks to meet deadlines.

Advanced proficiency in Microsoft Excel, including pivot tables, formulas, functions, and data visualization techniques. Experience in developing complex Excel-based models and reports to support decision-making and drive business growth. Strong analytical skills with the ability to interpret data and extract actionable insights to address client needs and objectives. Excellent communication and presentation skills, demonstrated through the delivery of clear and compelling reports and presentations to clients.

Advanced proficiency in Microsoft PowerPoint applications, including PowerPoint Online, PowerPoint Mobile, and desktop versions. Extensive experience in designing and developing professional presentations for corporate, training, and sales purposes. Strong design skills with the ability to create visually appealing slides and layouts that effectively convey complex information and concepts. Expertise in utilizing PowerPoint features such as slide transitions, animations, multimedia integration, and custom navigation to enhance presentation quality and interactivity.