Ma. Victoria Ordinario

MA. VICTORIA ORDINARIO VIRTUAL ASSISTANT SUMMARY Detail-oriented and analytical Quality Analyst with 5 years of experience in call center operations. Skilled in monitoring and evaluating customer interactions to ensure compliance with company standards and industry regulations. Demonstrated ability to identify process improvements, provide constructive feedback, and enhance agent performance to drive customer satisfaction. Proficient in using QA tools, call auditing, and reporting to optimize operational efficiency. Passionate about maintaining high-quality service standards and contributing to continuous improvement initiatives. EXPERIENCE QUALITY ANALYST | JULY 2020 - MAY 2025 CONTACT-- Rosales, Pangasinan 2441 EDUCATION CAREGIVER, 07/2017 FIL- CANADIAN TRAINING & DEVELOPMENT CENTER Bachelor of Science: Psychology, 01/2016 Northern Luzon Adventist College – Sison, Province of Pangasinan, Philippines AJT Diabetic Incorporated | Houston, TX (Remote)    Analyzed quality and performance data to support operational decision-making. Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies. Gathered data on integration issues and vulnerabilities, reported findings and recommended improvements. CUSTOMER SERVICE REPRESENTATIVE    Assisted patients and caregivers with questions about medical equipment and supplies. Verified insurance coverage and collected required documents for billing and compliance. Maintained accurate patient records while following HIPAA guidelines. SALES REPRESENTATIVE  Enrolling patients into our services and assisting them with medical supply refills. ASSET SECRETARY ASSOCIATE | DEC 2018 – JULY 2020 United Excelsior Marketing Inc. (GUANZON GROUP) |Pangasinan  Maintained daily report documents, memos and invoices.  Entered data into system and updated customer contacts with information to keep records current.  Supported company leaders by managing budgets, scheduling appointments and organizing itinerary. SKILLS Telephone and email etiquette Quality processes Problem-solving skills Organization and time management skills Strong communication skills Attention to detail Digital fluency COLLECTION REPRESENTATIVE |SEPT 2017–AUG 2018 Sutherland Global Services | Angeles City, Pampanga  Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate .  Processed debtor payments and updated accounts to reflect new balance.  Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices. Accurate data entry Scheduling