ISAIAH JOEL ANCHETA
Research Associate
-| Bulacan, Philippines | -
SUMMARY
PROFESSIONAL EXPERIENCE
Resourceful and detail-oriented Research
Associate with a decade of experience in
data-driven roles, customer service and
leadership. Skilled in sourcing, cleaning,
and analyzing data to support business
intelligence and marketing initiatives.
Forbes Marketplace (formerly Expertise.com)
Demonstrated ability to manage client
communications, perform high-accuracy
web research, and maintain organized
CRM systems. Excellent multitasker with
strong problem-solving and project
management skills.
CORE COMPETENCIES
Web Research & Data Mining
Data Cleaning & Entry (Excel, Google
Sheets)
Quality Assurance & Compliance Auditing
Project & Task Management
Communication & Time Management
Customer Service & Resolution
Management
Strong Work Ethic & Adaptability
CRM Tools (Salesforce, U-CRM)
EDUCATION
Polytechnic University of the
Philippines
Jun 2009 – May 2013
Bachelor of Science in Business
Administration – Marketing Management
Research Associate
Dec 2020 – Jul 2025
• Conducted extensive online research to gather company data,
contacts, and industry insights
• Standardized datasets using Google Sheets to improve research
projects
• Ensured timely delivery of clean, verified lead data for screening
• Trained new team members on Salesforce, ensuring alignment with
vertical-specific protocols and quality benchmarks
Concentrix (formerly Convergys Philippines)
Team Leader
Dec 2019 – Nov 2020
• Supervised a team of 15+ support agents, ensuring alignment with
KPIs and quality standards
• Reviewed workflows, coached agents, and managed performance
dashboards
• Assisted in onboarding new hires and mentoring team members to
productivity benchmarks
VOC Resolutions Auditor
Mar 2018 – Nov 2019
• Audited chat and ticket interactions for quality assurance and
compliance
• Provided actionable insights to improve customer support and
resolution processes
• Created daily audit reports and presented findings to management
VOC Resolutions Specialist
Dec 2017 – Feb 2018
• Managed escalated customer concerns and finalized resolution
cases
• Prepared detailed case notes and documentation for backend teams
Sales Associate
Apr 2017 – Nov 2017
• Assisted customers with account, billing, and product inquiries
• Cross-sold services based on customer needs and eligibility
Transition Mentor / Team Leader OIC
May 2016 – Mar 2017
• Coached new employees during training and nesting periods
• Monitored real-time chats and provided performance feedback
Customer Service Associate
Jun 2014 – Apr 2016
• Delivered Tier 2 support and troubleshooting for telecom services
• Resolved customer issues and improved satisfaction metrics
