Keefe John Paul Lazo

I've been working as a Quality Assurance Consultant for almost 2 years, I've been doing call listening, evaluations, sending feedbacks, doing calibration session with our foreign clients, providing insights based on raw data gathered from doing evaluations, using microsoft excel as my main tool (pivot, formula's), and the most critical thing that I do and love the most is to work hand in hand with operations, to create actions plans on how we can deliver that good customer service experience to our clients and on how we can improve our sales capability. Before I became a QA, I was once an entry level agent who dreamed big, since we were in sales, I have mastered to put the customer in the center of everything I do, perform needs based analysis to determine what product to sell to the customer, and most importantly is to make sure that every critical information or 'must tells' on the contract are provided to the customer. I've also worked as an On-site Support Specialist working closely with the Workforce team, tasked in making sure that everyone is logged in and that there are no system issues at start of hoop, send hourly reports to clients regarding average handle time and the business unit's grade of service. Allow me to work with you, and together, let's create our own success story.

**For more information or CV, feel free to email me and I'll get back to you as soon as I can.