Mary Jane Escala

Mary Jane Escala Unit 1 Pagrai Hills Mayamot Antipolo, Rizal 1870-- Professional Summary: Detail-oriented Quality Assurance Specialist with 5 years of experience seeking to leverage strong organizational and communication skills in a virtual assistant role. Proven ability to ensure accuracy and efficiency in various tasks, with a focus on maintaining high-quality standards. Work Experience: Quality Assurance Specialist Teleperformance Antipolo, Rizal April 2019-Present Provide daily and weekly report to operations and clients. Respond to client emails. Conducted regular call monitoring and evaluation of customer service representatives to ensure adherence to company guidelines and standards. Listened to recorded calls to assess agent performance in areas such as professionalism, product knowledge, empathy, and resolution skills. Utilized quality assurance metrics and scoring criteria to objectively evaluate call interactions and provide constructive feedback to agents. Identified areas of improvement and coaching opportunities based on performance trends and common quality issues. Technical Support Representative: Teleperformance Antipolo, Rizal September 2017-April 2019 Provided prompt and courteous technical assistance to customers via phone addressing inquiries, concerns, and technical issues related to products or services. Utilized active listening and probing techniques to accurately diagnose and troubleshoot customer television box or dish problems. Demonstrated expert knowledge of product features, functionality, and technical specifications to effectively guide the customers through troubleshooting steps and resolution processes. Documented all customer interactions, issues, and resolutions in CRM system to maintain accurate records and ensure follow-up as needed. Provided clear and concise instructions, guidance, and troubleshooting tips to empower customers to self-resolve common technical issues whenever possible. Escalated complex or unresolved issues to higher-level technical support or engineering teams, following established escalation procedures and ensuring timely resolution and customer satisfaction. References: Shiela Tuazon Quality Assurance Specialist Taskus Antipolo Rizal - Reniel John Samson Quality Assurance Specialist Taskus Antipolo Rizal -