Aimee Endiape

Aimee Endiape Quality Assurance Analyst, Customer Service Representative, Lead Generation, Appointment Setting, and Administrative Home Address 102F B Rodriguez Street Sambag 2 Cebu City, Cebu Philippines, 6000 Facebook: https://facebook.com/aimeeendiape Instagram: https://www.instagram.com/aimsendiape/ Phone: - Email:-Constantly learning and adapting to a dynamic technological world. I am always eager to learn new skills and believe this will increase my value as an employee. EDUCATION 2012 – 2016 Cebu Normal University Bachelor of Arts in Psychology I graduated as a state scholar. The requirement to enter this school is to have an outstanding performance as a student in you high school years. I was dean’s listed a couple of times but I had to work part-time and study at the same time during my 3rd year. It was hard for me to cope and did not do it so well than I usually am. I am still grateful to be one of the students in this academically-inclined school. 2008 – 2012 Southwestern University High school 2004 – 2008 Southwestern University Elementary Guadalupe Elementary School Elementary 2002 – 2004 PROFESSIONAL EXPERIENCE Sophi Outsourcing – Back Office, Customer Service, & Quality Assurance Analyst (2019 – 2024) I started as a back office support for this Travel Account wherein I’m calling our travel partners to do the changes/ help the customer needs for their hotel reservations. After that, I was promoted to be a Customer Loyalty wherein I’m the one speaking with the guests. Over the time, I became a hybrid Customer Loyalty who does handle hotel, cars, and flights. I was offered to become a Tier 2 but believed I am not ready for the role just yet. I am now hired for a year as a Quality Assurance Analyst with hands-on experience with Google Sheets, Canva, Salesforce, and Vonage. This role also involves reporting the entire month’s performance of the agents QA-wise and investigates the strength and weaknesses. This allow the company to see if there are trainings that still needs to be done or if process needs to be revised to make it a better experience for agents and customers that would contribute to the business. I also handle updates to be blasted to the agents in line with the client’s mandate and decision. Additionally, this role made me learn about myself that I actually like gathering information, data, charts and etc. that would give me information or make me find out what is wrong with the process. If something is worth going over, discussing, and reevaluating its effectiveness. I specialized in flights and also is knowledgeable (intermediate) with Sabre since we do not make the reservations directly. We only do some modification of the ticket. Executive Boutique - Customer Service/ Telemarketer (2016 – 2018) -It was initially like a Lead Generation campaign wherein we called purely households and qualify them/or convince to be interested in a Home Improvement project (Solar, windows, HVAC, and roofing). After less than a year, I was offered the QA position but I declined because there was no additional incentive to what I’m already getting. I was then transferred to the Warm Transfer team or the one closing the deal. We convince customers to talk to a contractor real time and connect them over or set them an appointment to the closest store. SSI - Market Researcher (part-time) (2014 – 2016) -Mostly, we are calling businesses to conduct surveys. The usual surveys we do are their experience towards their telecomm company and their services. The tricky part of this is that we need to speak with the decision makers either the manager or the CEO. And what’s even harder is that, we need to convince them to participate or sometimes get passed through the gatekeeper (assistant and front desk/ concierge). We do a lot of surveys. Sometimes, it could be about an insurance company, food, healthcare services and even manpower services. -Seasonally, we call households to conduct surveys like for the election, preference over a website and etc. LANGUAGES English Tagalog Cebuano Korean - Very fluent - Very fluent - Mother Tongue - Beginner HOBBIES Reading, watching movies (Korean and English movie), mountain hiking and sketching SKILLS AND CERTIFICATES Social Media Marketing/ Management - Certificate from Elevate Tutoring Performance Certificate from Companies