JOURNACEL FERRER
Bacoor, Cavite, Philippines |-| www.linkedin.com/in/journacel-ferrer
TECHNICAL SKILLS
Data Analytics and Visualization:
- Studio Looker
- Google Sites
Quality Control Evaluation
- Customer Support audits
- Fulfillment Operations audits
MS Office/Google Suite proficiency:
- Word/Docs
- Excel/Sheets
- PowerPoint/Slides
Effective communication
Detail-oriented
Time Management
Database Management
PROFESSIONAL EXPERIENCE
Quality Assurance Analyst
May 2022 - Present
Curated
Guide agents in adhering to company/order policies while handling tickets.
Conduct meticulous ticket audits and perform data analysis to generate insightful reports.
Offer personalized coaching to agents below passing scores and lead operations team calibrations
for sustained improvement.
Quality Assurance Analyst
February 2022 - May 2022
TaskUs
Guarantee agents deliver service that aligns with organizational goals for quality.
Examine cases against predefined criteria to verify adherence to proper workflow, procedures, and
responses.
Host weekly calibrations across sites, vendors, and with the client for ongoing audit alignment
throughout the campaign.
Tier 2 Email/Chat Support Analyst
October 2020 - February 2022
TaskUs
Respond to customer inquiries via email/chat with empathy and efficiency, addressing concerns
creatively.
Calmly de-escalate issues, offering patient support to unhappy customers.
Uphold quality aligned with company goals for excellent customer experiences.
EDUCATION
Hotel and Restaurant Management
University of Perpetual Help System DALTA
Bachelor’s Degree
Major in Hotel and Restaurant Management
2014 - 2018
ACHIEVEMENTS
2023 Top Performer Quality Training and Compliance Team
Curated
Top Perfomer of the Month
TaskUs
Dean’s Lister
University of Perpetual Help System DALTA
February 2024
November 2020 – January- - 2018
CERTIFICATES
Lean Six Sigma - White Belt
EF SET - C2 English Proficiency
TaskUS QA Training and Certification Completion
January 2024
November 2023
April 2022
