Laila Mercado

LAILA MERCADO QUALITY ASSURANCE SPECIALIST PROFILE I was a quality support specialist with years of experience in BPO industry. I am highly motivated to constantly develop my skills and grow professionally. SKILLS Customer Service Support Excellent Oral and Written Communication Analytical and Critical Thinking Detail Oriented Knowledgeable in MS Office HOW TO REACH ME Cell: (- Email:- TRAINING New Quality Assurance Training Certification (NQT) Excel Expo Certification (OWL) Basic Virtual Assistant Training CAREER SUMMARY Quality Assurance Specialist Teleperformance | Dec 2018 - May 2020 Performs call monitoring and identifying key behaviors to improve customer experience. Participate in calibration sessions to maintain consistency in internal evaluations. Help agents improve their performance by providing feedback on their evaluations. Technical Support Representative Teleperformance | Feb 2014 to Dec 2018 Provide technical support to Wyndham Hotel properties including resetting password, system navigation and configuring property management system. Communicate with all level of clients like hotel frontdesk, hotel manager/owner and resolve their issues like adjustment on guest folio, group and receivables account, assisting on creating reservations for their guests as well as balancing their night audit. Follow communication procedures, guidelines and policies. Customer Support Representative Teleperformance | Jan 2013 to Feb 2014 Serves customers by booking, modifying and cancelling hotel reservations. Establish and maintain positive business and customer relationships. Provide count of me services by identifying and assessing customer's needs to achieve satisfaction.