AISA RECAMADAS
- |-| www.linkedin.com/in/recamai1126
CEBU PHILIPPINES
A results-driven professional with 15 years of experience in the BPO industry, specializing in customer support
and solutions analysis. Adept at identifying pain points, optimizing service workflows, and delivering seamless
customer experiences. Strong analytical skills, backed by an accounting background, enable efficient problemsolving and data-driven decision-making. Recognized for excellent communication, adaptability, and the ability to
resolve complex issues with precision and professionalism.
Work Experiences
Qualfon Phils Inc. - Cebu, Philippines
May 2010 - Oct 2014
Customer service and Technical Support
Supported US and Hawaii-based consumers, handling an average of 120+ inquiries daily.
Maintained a 95% customer satisfaction rating, ensuring smooth technical assistance and issue resolution.
Qualfon Phils Inc. - Cebu, Philippines
Nov 2014 - Sep 2019
Corporate Executive Agent
Managed high-profile escalations, resolving 95% of cases within SLAs to ensure executive-level customer satisfaction.
Initiated process optimizations that cut repeat escalations by 25%, enhancing customer retention.
Qualfon Phils Inc. - Cebu, Philippines
Oct 2019 - Apr 2023
Survey Team Representative
Handled an average of 50+ outbound calls daily, achieving a 75% successful survey completion rate.
Managed 50+ inbound calls daily, ensuring clear survey instructions and engagement.
Qualfon Phils Inc. - Cebu, Philippines
May 2023 - Aug 2023
Subject Matter Expert/ Account Customer Experience
Analyzed customer experience data, leading to a 25% boost in satisfaction scores through targeted service improvements.Improved
resolution efficiency by 35% by implementing process optimizations and knowledge-sharing initiatives.
Qualfon Phils Inc. - Cebu, Philippines
Sep 2023 - Jan 2024
Fraud Detection Analyst
Conducted in-depth investigations on 100+ suspicious transactions per month, ensuring swift action on fraudulent activities.
Collaborated with compliance and legal teams to maintain 100% regulatory adherence, avoiding penalties or risks.
Provided overview of the precautionary measures to avoid fraud to 30+ New Hires during the weekly NEO program.
Qualfon Phils Inc. - Cebu, Philippines
Feb 2024 - Present
Customer Solutions Analyst
Identified key service pain points through data analysis, leading to a 15% boost in satisfaction scores.
Reduced customer handling time by 25% by implementing streamlined troubleshooting protocols.
Developed troubleshooting guides that cut issue escalation rates by 40%, improving first-contact resolution
Education Level
University of San Jose-Recoletos - Cebu, Philippines
Jun 2008 - May 2010
Bachelor of Accountancy
Skills, Achievements & Other Experience
Achievements (2023): Six Sigma Green Belt Certified
Hard Skills: Data analysis, Calendar and Inbox management, Social media, Communication, Research, Data entry
Soft Skills: Patience, Time management, Active Listening, Adaptability, Attention to detail, Teamwork, Collaboration
