CSR Quality Assurance Officer

With 8-9 years of experience in the BPO industry across various lines of business, I am adept at handling calls, chats, and emails to provide exceptional customer service. My expertise spans resolving customer inquiries, troubleshooting issues, and delivering solutions promptly and efficiently. I excel in maintaining high levels of customer satisfaction, managing high-volume workloads, and adapting to diverse client needs. My strong communication skills, attention to detail, and ability to navigate complex systems ensure a seamless and positive customer experience.

Progressed from Customer Service Representative (CSR) to Team Leader, showcasing leadership and fostering team success. Evolved into a Quality Assurance (QA) role, refining analytical skills and ensuring strict adherence to standards for enhanced product/service quality. Ensure that chat/email interactions meet quality standards. Develop and maintain QA procedures, and monitor performance metrics to suggest improvements.

Experienced Team Leader skilled in managing multiple teams under chat and ticket service channels. Key responsibilities include efficiently overseeing teams, balancing workload, maintaining service quality, handling scheduling and resource allocation, leading final job interviews, providing real-time 1-on-1 coaching, and conducting performance tracking to ensure KPI achievement. Known for inspiring team members during high workloads, developing action plans for underperforming members, and guiding team members towards their career goals while ensuring accurate administrative duties for payroll processing.

With 5 years of extensive experience using Zendesk, I have developed deep expertise in leveraging the platform to enhance customer service operations. Starting as a Customer Service Representative, I managed inquiries and provided effective solutions through Zendesk. Promoted to Team Leader, I streamlined workflows and tracked team performance. Currently, as a Quality Assurance Officer, I use my in-depth Zendesk knowledge to improve interaction quality and efficiency, driving continuous process improvements and maintaining high customer satisfaction.

I am a newly certified bookkeeper with a National Certificate in Bookkeeping from TESDA, achieved through a comprehensive short course training. Though new to the field, I have a solid foundation in managing financial records, processing transactions, and reconciling accounts. My training has equipped me with the essential skills to ensure accurate financial reporting and maintain organized documentation. Eager to apply my knowledge and grow in this field, I am committed to delivering accuracy and professionalism in all bookkeeping tasks.