Honeylette Santos
Quality Assurance | Customer Service | Virtual Assistance
HERE'S MY STORY:
I started in 2003 as a Customer Service Representative and I was with Quality
Assurance for 11 years before I joined Operations in 2018. I am skilled in the
following areas like Voice/Email Support, People Management, Data Entry,
Analytics and Reporting. My supervisory role gave me the opportunity to work with
a vast number of lines of business and clients and I recently enrolled in an Online
Academy for Virtual Assistants to acquire and develop more skills.
SUMMARY OF QUALIFICATIONS
CUSTOMER SERVICE
Excellent communication and interpersonal
skills
High level of analytic, organizational an
leadership skills
Excellent listening skills and attention to detail.
Identify areas of development and opportunities
to improve processes
Demonstrate high degree of integrity
Green Belt Six Sigma Certified
QUALITY ASSURANCE
Call listening and real time coaching
Daily, Weekly and Monthly reports and Updates
Client interaction through calibration sessions
Review and Analyze corporate complaints
Attention to details
Providing excellent customer service has always been my passion and my strong
work ethics will make me an immediate asset to your team. I can work with
minimal supervision and I’m looking forward to working with you and provide the
support that your business may need.
WORK EXPERIENCE
Customer Service
BUSINESS PROCESS LEAD | TATA CONSULTANCY SERVICES
- • Plans, develops, and implements strategy for operational management and development to
meet agreed organizational performance plans• Strong client relationship management.
• Act as the first level of escalations and resolve all people issues within the team through
regular feedback, One-to-One sessions & Team Meetings/Calibrations
• Conducts analysis for maintaining service levels and team performance, volume forecasting,
and takes care of staff calculations and costs.
• Implement plans and policy as determined, and changes as necessary.• Understands the
factors related to gaps in operational processes and implement improvements and/or action
plans as needed.
Quality Assurance
GENERAL VIRTUAL ASSISTANCE
Graphic Design
Social Media Management
eCommerce Management
WordPress Management
Data Entry
Email Management/Marketing
MS Office - Word, Outlook, Excel, PowerPoint
ASSOCIATE QUALITY MANAGER | SUTHERLAND GLOBAL SERVICES
- •Formulate strategies with clients and support tiers to ensure that
goals are consistently met.
*People management (Plotting of schedule, weekly/monthly coaching, performance
monitoring etc)
*Executing client’s game plan towards the program’s success.
*Coordinate with Training and Operations to drive process improvements that
include controlling and monitoring all internal and external metrics.
LET'S CHAT:-
Vicenta St., Lourdes Heights, City of San Fernando,
Pampanga 2000-
*Ensure that action plans are executed properly.
*Weekly/monthly performance report
*Weekly/monthly Business Review with the managers and Client
*Handled 2 sites (SGS Clark and Tarlac)
EDUCATIONAL INFO
Angeles University Foundation
AB MASS COMMUNICATION
