Khyra Gem Lopez

Khyra Gem Dela Cruz Team Lead, Quality Insights, and Analytics Cabuyao, Laguna, Philippines 4025 (--Supportive Quality Team Leader with 8 years of experience in the BPO industry. Expert in following detailed production schedules with a distinguished history of maximizing productivity. Committed to proactive reorganization for optimized efficiency. Also an experienced Quality Assurance Specialist with the ability to prioritize and multitask, ability to do thorough analysis for process improvements. Excellent communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures. SKILLS ● ● ● ● Analytical and problem-solving skills Data Analysis and Reporting Keen attention to detail and thoroughness Swift Adaptability ● ● Substantial knowledge of Microsoft Office and Google Workspace Effective communication skills WORK HISTORY Quality Team Lead | Revolut (TTEC) March 2022 - Present ● ● ● ● ● ● ● ● ● ● ● ● ● Actively implementing strategies and initiatives to enable the Quality Assurance team to achieve its goals and objectives. Communication of the core strategy and quality goals to the team. Establishing metrics for success, setting clear priorities, and driving the team to meet quality goals. Understand the key business objectives, timeframes, and requirements associated with each goal. Ensures that the team meets contractual quality monitors and audits, accuracy, and receives proper feedback. Ensures that the team is providing insight into program and language trends. (Strategic planning, project management, results orientation, business acumen, strategic thinking, enthusiasm) Responsible for understanding and executing quality requirements specific to the program(s) supported. This includes observation of and providing feedback to the team. Translate Contributes to quality evaluations by monitoring and scoring calls. Evaluate scores against client contractual expectations and calibrate in order to discover gaps and challenges. Communicate gaps and challenges with quality specialists and other stakeholders, participate in the coaching process, and provide an action plan to ensure the issues get addressed. Responsible for quality reporting. Regularly share quality reports with clients and operations. (Teamwork and collaboration, problem-solving, accountability, people skills, results orientation, relationship building) Provide program-level reporting to operations at least monthly if not weekly Proactively assesses and documents team efficiency to determine the best staffing plans each month Foster an environment that encourages team performance and supports development Works to evolve the team as business partners to operations providing action plans and opportunities for improvement Team Lead | Revolut (TTEC) November 2019 - March 2022 ● ● ● ● ● ● Evaluated employee skills and knowledge regularly, providing live support and mentoring to individuals with logging skills. Set, enforced, and optimized internal policies to maintain efficiency and responsiveness to client goals and for continuous improvements. Supported day-to-day operations focused on the attainment of key business metrics. continuous improvement initiative. Conducted performance reviews monthly, offering praise and recommendations for improvement. Evaluated employees' strengths and assigned tasks based on experience and training. Collaborated with other leaders and executives to direct workflow and support operations. Quality Assurance Analyst | DoorDash (Teletech) September 2017 - November 2019 ● ● ● ● ● ● ● ● ● ● ● ● Analyzed newly launched workflows and identified process opportunities through proactive solutions to aid with the improvement of customer service delivery. Wrote, edited, and updated technical documentation used by the quality assurance team. Identified opportunities within the quality process and provided improvements to help product team performance. Facilitated quality calibration sessions with the product team to assure compliance with client workflows Headed Quality rollouts to new hires. Discussed workflow updates with teams handled. Coordinated process feedback from the frontliners with clients during weekly touch base. Audited calls, chats, and emails to ensure it is aligned with the company's values and client's goals. Documented and outlined strengths and opportunities for coaching. Immediate support for quality-related queries. Facilitated one on one coaching sessions for quality improvements at least twice a week. Facilitated quality meetings to discuss updates and overall opportunities to improve team scores twice a month per team handled. Customer Support Specialist (Prepaid and Postpaid) | T-Mobile (Teletech) July 2015 - September 2017 ● ● ● ● ● ● ● ● ● Improved operations through consistent hard work and dedication. Participated in team-building activities to enhance working relationships. Actively listened and responded to customers' requests for products, services, and company information, confirming full understanding before addressing concerns. Boosted sales revenue by skillfully promoting phones and plan options that will benefit the customer. Answered customers promptly and resolved concerns to avoid on-hold wait times. Providing assistance beyond expectations. Maintained customer satisfaction with forward- thinking strategies focused on addressing customer needs and resolving concerns. Expert in following detailed production schedules with a distinguished history of maximizing productivity. Committed to proactive reorganization for optimized efficiency. Also an experienced Quality Assurance Specialist with the ability to prioritize and multitask, ability to do thorough analysis for process improvements. Excellent communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures. I am a fast learner and is easy to cope with pressure. I always make sure to meet deadlines and go beyond them. I work with finesse and I always make sure to excel. EDUCATION Bachelor of Science in Nursing | Pamantasan ng Cabuyao ● Best in Thesis Award ● Best in Related Learning Experience Award ● Florence Nightingale Award CERTIFICATIONS May 2019 August 2019 TTEC Leadership Institute - Customer Experience 101 Proactive Solutions Training January 2020 TTEC Leadership Institute - Team Lead 101 February 2020 TTEC Leadership Institute - Team Lead 102 January 2023 White Belt Certified (TTEC)