Senior Quality Assurance Specialist, Technical Support / Admin Representative available

Senior Quality Assurance Specialist, Technical Support / Admin Representative

available
Profileimage by Anonymous profile, Senior Quality Assurance Specialist, Technical Support / Admin Representative
  • Freelancer in
  • Graduation: Associate in Health Science Education
  • Hourly-/Daily rates:
  • Languages: English (Full Professional)
  • Last update: 08.02.2020
KEYWORDS
PROFILE PICTURE
Profileimage by Anonymous profile, Senior Quality Assurance Specialist, Technical Support / Admin Representative
ATTACHMENTS
CV - Ellaine Elleso

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SKILLS
▪ Implemented programs on a team level which help promote the QA Standards and
Guidelines
▪ Regularly conducted calibration session to ensure synchronization of the
evaluation method and ratings.
▪ Cascades new updates coming from the client to teams and synergy partners.
▪ Contributes to the increase of active minutes generated by taking calls as
adherence to the required log on.
▪ Promotes synergy actively between QA and Team Leaders on the floor to elicit buy-
in for successful implementation of QA derivatives among the CSR’s.
▪ Evaluating the conversation between our agent and customer in all point of contact
(Email, Chat, Phone) to ensure proper steps were taken and guidelines have been
followed
▪ Doing NPS validation and analyzing the causes for negative rating or feedback from
the customer.
PROJECT HISTORY
  • 02/2018 - Present

    • Algazzaz for Customs Clearance
    • 10-50 employees
    • Transport and Logistics
  • Admin/ Coordinator
  • ▪ Assisted in the creation of our Company Profile which help introduce our company
    and services to potential customers.
    ▪ Organized our filing system that help improve our daily operations.
    ▪ Updated our new Company Letterhead
    ▪ Suggested a new process that effectively reduced delays in collecting Delivery
    Orders and Documents.
    ▪ Providing update to our clients through email or call
    ▪ Working closely with our Customs Clearance Department to make sure Customs
    Declaration or Bayan is created properly and on a timely manner.
    ▪ Maintains continuity of work operations by documenting and communicating
    needed actions to management; discovering irregularities; determining areas for
    improvement.

  • 04/2014 - 06/2017

    • Spi Global Philippines
  • Senior Quality Assurance Specialist
  • Achievements/ Tasks
    * Implemented programs on a team level which help promote the QA Standards and
    Guidelines
    * Regularly conducted calibration session to ensure synchronization of the
    evaluation method and ratings.
    * Cascades new updates coming from the client to teams and synergy partners.
    * Contributes to the increase of active minutes generated by taking calls as
    adherence to the required log on.
    * Promotes synergy actively between QA and Team Leaders on the floor to elicit buyin
    for successful implementation of QA derivatives among the CSR's.
    * Evaluating the conversation between our agent and customer in all point of contact
    (Email, Chat, Phone) to ensure proper steps were taken and guidelines have been
    followed
    * Doing NPS validation and analyzing the causes for negative rating or feedback from
    the customer.

    Contact: Ms. Molly Montero-Manalili - +63928 662 0908

  • 09/2012 - 04/2014

    • Spi Global Philippines
  • Technical Support / Admin Representative
  • Achievements/ Tasks
    * Troubleshooting a variety of technical issues regarding web hosting plans and
    other services
    * Analyzing and providing solutions to customer about their hosting and domain
    issues.
    * Respond to customer queries in a timely and accurate way via phone, email or chat
    * Assisted in training Junior Customer Support Representatives
    * Updated our knowledge base system that help employees efficiently resolve the
    problem.
    * Provide customer support through written communication regarding dispute and
    fraud cases.
    * Doing research and analysis in resolving the customer's dispute claim, fraud cases
    and other billing related issues.

    Contact: Ms. Robelyn Francisco - +63947 996 0108

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