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Last update: 08.02.2020

Senior Quality Assurance Specialist, Technical Support / Admin Representative

Graduation: Associate in Health Science Education
Hourly-/Daily rates: show
Negotiable
Languages: English (Full Professional)

Keywords

SPI Virtual Assisstant Data Entry transcriber Proofreading Email Management Customer Service

Attachments

ellaine cv.pdf

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
Admin/ Coordinator
Algazzaz for Customs Clearance (10-50 employees)
Transport and Logistics
▪ 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
Senior Quality Assurance Specialist
Spi Global Philippines
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
Technical Support / Admin Representative
Spi Global Philippines
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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