Ma. Leonisa Uy

 Brgy Sta Lucia, Pasig City Philippines SKILLS LANGUAGES Filipino Native or Bilingual Proficiency English Full Professional Proficiency WORK EXPERIENCES Quality Analyst / eKB Content Creator Shopee Philippines 02/2020 – 02/2026 Shopee is the leading e-commerce platform in Southeast Asia and Taiwan Achievements/Tasks 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 Services/Teleperformance 10/2015 - 01/2020, Teleperformance Philippines is an offshore business process outsourcing and contact center company in the Philippine Achievements/Tasks Evaluates online banking customers' experience as they interact with the associates through chats/emails. Conducts coaching and team huddle session regarding their quality scores. Awarded as Top QA for the month of October 2019 Top Performing Quality Analyst from Sept 2016 - Nov 2016. Serco/Intelenet Global Services Customer Service Associate 05/2015 - 10/2015, Intelenet is a large global Business Process Outsourcing player. Achievements/Tasks Answer inbound calls from users who are having issue with their online banking. Evaluate problems and provide proper solutions to them. Top Agent for the 3rd quarter of 2015. Eperformax Contact Centers, Makati City Customer Service Representative 10/2012 - 10/2015, ePerformax is a high-performing contact center & BPO that provides world-class, omnichannel service and support. Achievements/Tasks 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 Part of Top 10 best agents for the year 2014. EDUCATION AB Psychology Central Colleges of the Philippines, Quezon City 06/2010 - 10/2010, High School Precious Lamb Foundational Learning Center, Malabon City 06/2005 - 03/2010,