Tasha

Quality Analyst; Customer Service Representative

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Overview

Looking for full-time work (8 hours/day)

at $3.31/hour ($640.00/month)

Bachelors degree

Last Active

July 1st, 2026 (8 days ago)

Member Since

February 3rd, 2025

Profile Description

I have been in the BPO industry for at least 2 decades handling various specialties such as: customer services, financial, technical, transport, taxation, procurement, disputes
and claims, and resolutions which included various modes such as voice, email, chat, and back office/ documentation.
I also handled different positions in the length of my career. The most recent one is as a quality analyst for a transportation company for 9 years where I worked with different teams to ensure that quality service is provided and is in line with the client's and the company's policy. My responsibilities also include policy and tool suggestions for service optimization, correction, and improvement of an existing policy or lack thereof in response to new issues arising. I also conduct trainings, coaching, and refreshers whenever necessary to ensure that other teams are aligned with changes and newly launched policies and to share best practices, especially to new hires. As an initiative, I also maintain some data sheets where I fix minor jams with our files.
I am also proficient in using system tools like Jira, Zendesk, Purecloud, Knowledgebase, SkySpeed, GSuite, Canva, Microsoft Tools, etc. I am a fast learner, punctual, hardworking, and adaptable.

Top Skills

Customer Support » Active Listening

Experience: 10+ years

Helps me comprehend the customer verbally and non-verbally. to empathize whenever necessary and only probe relevant questions.

Office and Administration » Adaptability

Experience: 10+ years

Can easily adapt since previous work experiences are in a fast-paced environment setting and we are required to review and be familiar with changes usually prior to launch and, at most times, without training. Having been in the BPO industry and handling various accounts, this is also important to unlearn some practices that works for my previous jobs that are no longer relevant to my current job and relearn new practices that works well with the new one..

Office and Administration » Computer Literacy

Experience: 10+ years

Can physically learn and operate a computer (e.g. installation, troubleshoot) and its software (e.g. downloads, installation of software). In my previous work, we were expected to troubleshoot first prior to contacting IT. I also handled a technical support position previously for a TelCo account.

Other Skills

Marketing » CRM » Zendesk

Experience: 6 months - 1 year

Was able to use Zendesk before the client developed their own internal tool for cost effective reasons.

Project Management » Jira

Experience: 2 - 5 years

Worked with creating a Jira for most of my jobs. To report system issues, both internally and customer-facing issues. We also used this to submit policy suggestions.

Office and Administration » Attention to Detail

Experience: 5 - 10 years

Keen attention to detail since previous job requires this skill for analytical purposes, markdown defenses. I use this skill primarily to determine the accuracy of a service provided. This is also an important skill to determine loopholes in existing policies that needs to be corrected.

Office and Administration » Communication

Experience: 10+ years

Good oral and verbal communication skills. Worked with different companies from all over the world such as, US, Canada, UK, ANZ, Could understand and communicate in English well. Would often use phonetics for minimal language barriers, and ask probing questions to better understand customers.

Office and Administration » Data Analytics

Experience: 1 - 2 years

Familiar with basic data analytics such as fixing formula error codes. May not be able to create complex formulas for data sheets but can work with what was given. I previously manage my previous team's audit file where I import contact samples to be audited where agents' scores depend on.

Office and Administration » Data Entry » Encoding

Experience: Less than 6 months

Handled data entry jobs in our family business for a short while.

Coaching » Training and Development

Experience: 2 - 5 years

Coached and trained agents whenever necessary for alignment purposes and new project launches.

Basic Information

Age: 41

Gender: Female

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Tests Taken: IQ
Score: 112: DISC
Dominance: 33
Influence: 33
Steadiness: 23
Compliance: 12: English
C2(Advanced/Mastery)