Jezabel

JEZABEL CENTINA Monterosa Subdivision, Mandurriao Iloilo - Email:-Skype: Jezabel Centina Objective To secure a position as a Quality Analyst in a dynamic and reputable organization, utilizing my excellent communication and interpersonal skills to identify and attract top talent while contributing to the company's growth and success. PROFESSIONAL EXPERIENCE January 2021-Present Virtual Assistant/Credit Repair Auditor Freelance – Credit Repair Company Prepares Onboarding and Offboarding audits of credit repair clients Creates credit audit of new leads Reviews invoices and responsible for sending payment reminders to clients when necessary Email and calendar management Assist outsource partners in getting needed client info September 2020-January 2021 Quality Analyst POC Freelance – E Commerce company Evaluates call and email interaction of e-commerce virtual assistants Facilitate and leads weekly QA calibration attended by the onshore stockholders and synergy group Audited video coaching sessions and feedback forms of Team Leaders Re-structured QA Scorecards for Voice and Email Interactions Re-structured Call Center Reports and helped design Power BI dashboards Responsible for shortlisting and conducting final interviews of QA applicants Designed targeted QA audit forms such as Refund and CSAT audit forms Responsible for onboarding and overseeing daily performance and productivity of Quality Analysts Provides feedback to Team Leaders and Managers with actionable data Assists in overseeing analysis and updating of existing processes Screens and did initial interviews for Quality Analyst and Team Lead applicants September 2019-Sept 2020 Quality Analyst POC Iqor Iloilo Manages 10 Quality Analyst and responsible for onboarding and overseeing their daily activities and performance as well as individual coaching and development Direct and responsible for audit activities required by Operations Provide support to weekly and monthly KPI reports by providing in depth analysis Attends bi weekly review with Ops and CEO Attends Daily Call Meeting with the CEO and management team Facilitate and leads weekly QA calibration attended by the client and synergy group Assists in generating and overseeing analysis of existing processes Works in partnership with Operations and Training in studying and analyzing of trends and following through with the recommendations Provides feedback to Team Leaders and Managers with actionable data Screens and interviews QA candidates March 2017-September 2020 Learning Specialist Inspiro Iloilo Part of the pioneer team that launched the account in March 2017 Sole Training Specialist of a growing Flower account with a headcount of 70 FTE with 13 LOBs and increases up to 350 heads during the seasonal ramp Created and developed new hire agenda. Also, creation of training materials and activities Assessed training needs and developed initiatives geared towards maintaining Operations proficiency Conducted refreshers, new hire training and upskilling Worked closely with Client and launched new splits for the account Ramp Training POC – responsible for training logistics and planning Functions as a Training Supervisor during 3 seasonal ramps within a year– responsible for developing and managing new trainers and ramp performance Assists in interviewing agents both for regular and seasonal role March 2016–March 2017 Learning Specialist Inspiro Iloilo Training Specialist of one of the biggest satellite TV providers in the US Conducted refreshers, new hire training and upskilling Specializes in retention and new hire training with a background in Advanced Customer Service and Troubleshooting skills February 2014- March 2016 Quality Assurance Specialist Inspiro Iloilo Develop and monitor calls from Advanced Technical Support representatives and Advanced Billing and Retention Specialists Evaluate audit findings on Customer Service Satisfaction Rating and handle time Prepared reports to communicate outcomes of quality activities Facilitate QA calibration and team huddles Function as Team Leader. Managed New Hire agents with tenure of 0-3 months in the campaign in a Satellite TV provider Provides performance feedback and coaching on a regular basis to each team member Supervises, trains and develops a team of Customer Service agents in meeting productivity goals on a weekly basis during a 6-week transition period from classroom training to production environment Assist manager in administering performance reviews for development of the new hire Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required November 2013-February 2014 Advanced Technical Support Representative Inspiro Iloilo Handled multiple call center lines specializing in advanced troubleshooting for a US based TV satellite service April 2012-November 2013 Customer Service Representative Assist customers with basic billing and technical satellite issues October 2011-March 2012 Customer Service and Retention Specialist Assist customers in billing issues with the ability to build productive relationships, resolve complex issues and win customer loyalty March 2009-October 2011 Customer Service and Sales Representative Handled both sales and calls about existing orders for a Flower Account Specializes in back-office function of the account that handles customer emails and outbound calls to resolve customer complaints Acting Assistant Team Leader during lean seasons Adhoc Training Specialist during the Flower Ramp Season SEMINARS AND WORKSHOP AdHoc Bootcamp Inspiro Molo, Iloilo City- Your Data And Their Stories: Visualize And Tell Inspiro Molo, Iloilo City September 2017 B.E.S.T Training Inspiro Molo, Iloilo City August 2016 aSPire for Bronze Program Inspiro Molo, Iloilo City February 2016 Customer Effort Training Inspiro Molo, Iloilo City July 2015 EDUCATION - BS in Information Technology West Visayas State University - Secondary Education Attainment Jaro National High School PERSONAL BACKGROUND Born on February, 1989 in Quezon City, Manila Proficient in English in both in oral and written communication Proficient in MS Office Applications AWARDS AND CITATIONS MVP of the Ramp Inspiro February 2019 Top QA of the Quarter Inspiro January 2015 Top Agent of the Quarter Inspiro November 2013 and September 2012 Character references available upon request