Ednalynne Marie Lorezo

Ednalynne Marie Lorezo WORK EXPERIENCE Quality Assurance Specialist (TelCo) Accenture, June 2020 - present Remotely supervises quality analysts in different locations. Hired, trained, and mentored quality analysts Generates reports in Excel and GSuite. Analyses data and provide insights to Operations and other departments Operations Manager Apprentice (Publishing) Sitel, July 2018 - June 2020 MY EXPERTISE Customer Service Operations and Management Quality Assurance Skills Gap Analysis Virtual Assistance Effectively supervised day-to-day front-end operations of a busy customer service department of a publishing company. Hired, trained, and mentored supervisors and agents. Led special groups bridging gaps in critical performance indicators Balanced employee satisfaction, client satisfaction, and revenue. Coach/ Team Lead / Supervisor (Publishing) Site, June 2014- June 2018 PERSONAL SKILLS Creative and cheerful spirit Reliable and professional Organized Team player Fast learner Motivated CONTACT INFORMATION +63 - Brgy Naglicuan, Pasuquin Ilocos Norte, Philippines 2917-live:ednalynnemarie_lorezo linkedin.com/in/ednalynnemarie-lorezo-49816a184 PERSONAL REFERENCE Marcus Aurelius Mendoza Sitel, Operations Manager - Managed the performance of teams consisting core retention agents, digital and web supports, and email representatives. Created a retention knowledgebase which wowed the customer and helped agents better handle their calls. Customer Service Representative (Publishing) Sitel, July 2018 - June 2020 Answered inbound emails and calls about delivery complaints, billing, online issues, new starts, retention, and escalations. Completed back office/data entry tasks EDUCATION Certificate Course on Virtual Assistance VA Academy, August 2021 Bachelor of Science in Nursing Mariano Marcos State University,- Pines City Colleges,- High School Diploma Ilocos Norte Agricultural College,- - Graduated as valedictorian