Ma. Leonisa Uy

Quality Analyst/ eKB Content Creator - Shopee (6 years)

• Was part of the team spearheading the automation of the company knowledge base.
• In charge of creating SOP materials that agents need to follow to assist the users regarding their query.
• Evaluates customers' experience as they interact with the associates through chats/emails.
• Conducts coaching and team huddle session regarding their quality scores.

Quality Analyst - Intelenet Global / Teleperformance (5 years)

• Evaluates online banking customers' experience as they interact with the associates through chats/emails. Conducts coaching and team huddle session regarding their quality scores.

Customer Service Associate - Serco / Intelenet Global (5 months)

• Answer inbound calls from users who are having issue with their online banking. Evaluate problems and provide proper solutions to them.
• Part of the pioneer batch which gave me an edge to get promoted in less than 6 months.

Customer Service Representative - ePerformax (3 years)

• Answer inbound calls from users who are having issue with their online e-commerce account. Respond to the needs of customers and provide personalized service