Meriam V. Sustento
QUALITY ASSURANCE SPECIALIST
--187 Samson Cmpd., Teofilo
Samson Rd., Brgy. Deparo,
Caloocan
To associate with you/your company acquiring high skills to handle challenging positions and selffulfilling career with the highest degree of professionalism; To have a wider knowledge and better
experience that would uplift my spirit, and to have a job that would suit my qualification.
Communication
Recruitment
Payroll
Data Analysis
Leadership
Email Management
Time-Management
Training Management
Power Automation
QuickBooks Online
Basic SQL
Tertiary:
Polytechnic University of thePhilippines Sta. Mesa, Manila
Bachelor of Science in Tourism Management | 2008 - 2012
Secondary:
Pasay City South High School | 2004 - 2008
Manlunas St., Villamor Air Base, Pasay City
Primary:
Villamor Air Base Elementary School | 1998 - 2004
Manlunas St., Villamor Air Base, Pasay City
EXECUTIVE ASSISTANT/ HR and REPORTS ANALYST
MSPbots.ai (Start-up)
January 4, 2021 - Present
Manages CEO's meetings, emails, businesses, and other tasks for personal needs that may be assigned
End-to-end recruitment, including onboarding, training, and support
Employee Engagement, Support, and Management
Employee Compensation and Benefits
Developed and implemented internal processes, including Employee Handbook for standardization
Payroll processing for all employees (bi-monthly via WISE)
Client and vendor invoicing and collection through QBO
HR Analyst - built, created, and implemented the HR dashboards
Other admin tasks such as Newsletter, Company Culture Video, Role-Driven videos, Annual TB, etc. that may be assigned
QUALITY ASSURANCE SPECIALIST
Megaworld Corporation | Accounts Management Department
July 13, 2018 - December, 2021
Conducts call evaluations, document audit, and mock monitoring against the quality & compliance framework, ensuring
compliance processes and guidelines are followed at all times.
Provides real-time feedback/coaching to specialists with below passing QA Score.
Analyzation of data gathered, and provides recommendation to improve current process.
Conducts Call Calibration Sessions with Team Head as required.
Conducts Quality Process Training to Specialists, including Soft Skills Training.
Acted as Supervisor of Client Care Relations (Concierge and Phone Operators)
Created and developed KPI of Engagement and Servicing Specialists.
Management of company's corporate email.
Attends to all needs of new hires (computer, applications, system access, hard/soft phone, etc.)
Handles needs of the entire Contact Centre (technical issues, IVR, MACD request, contact renewal, etc)
Handles system development of applications, including testing and implementation
Manages and ensures devices essential to the operation of the entire Contact Centre are working properly, (headsets,
corporate lines, GSM/SMS port, hard/soft phone, etc)
Facilitates programs for the betterment of customer service (including R&R)
Handles Client’s Accounts, depending on the Department’s needs (aftersales)
QUALITY ASSURANCE SPECIALIST
Salmat Philippines Inc. (PROBE) | Roam Express, TransUrban
September 2016 - August 2017
Conducts call evaluations and call investigations against the quality and compliance framework, ensuring compliance
processes and guidelines are followed at all times.
Provides feedback to Team Leaders and CCM, with feedback on agent QA results.
Attends weekly call calibration sessions with the Team Leaders, and asrequired by the client.
Conducts call certification for new hires and provides feedback when applicable.
Conducts Product/Process Training with tenured agents and new hires.
Conducts Soft Skills Training with tenured agents and new hires.
Have attended Team Leader Induction Program (TLI Program – Effective Communication, Rewards and Recognition,
Workforce and Metrics, Pricing and Commercial Models, Time Management, and Coaching Training)
ESCALATIONS SUPPORT/ SME/ ASST TRAINER/ CSR
Salmat Philippines Inc. (PROBE) | GoVia, TransUrban
March 2015 - August 2016
Opens customer accounts and maintains customer records by updating acct info.
Attracts potential customers by answering product and service questions, and suggests suitable products.
Resolves product/service problems by clarifying customer's complaint; determining the cause of the problem; selecting
and explaining the best solution; doing necessary action to resolve problems; and following up to ensure resolution.
Keeps records of customer interactions, inquiries, comments and complaints.
Has been an ASSISTANT TRAINER - assisting in facilitating new hire’s product and process training
BANK TELLER
United Coconut Planters Bank (UCPB)
June 2014 - November 2014
Assists clients concerns while ensuring that AMLA (Anti-Money Laundering Act) is strictly followed.
Ensures all transactions during the day are properly and correctly posted.
Verifies the technicalities of check deposits and encashment.
Ensures the correctness of all transaction filings adhering to thepolicies of the bank.
Handles deposit slips, Abstract of SSS and Philhealth, Bills Payment, Late Deposits, Inward checks for clearing, and
clients request for Manager's Check (MC) in compliance to the UCPB & BSP's policies and guidelines.
SENIOR BARISTA/ CERTIFIED BARISTA TRAINER
Rustan's Coffee Corporation | Starbucks Coffee
June 2011 - June 2013
Connects with different types of customers creating their Third Place.
Anticipates customer’s needs to create Highly Satisfied Customers.
Trains new Partners to provide World Class Customer Service.
Does Cash Handling and handled projects such as Store Supplies Ordering, Inventory, Duty Roaster, Partner, Customer
and Business (PCB) Review, and individual S.W.O.T. Analysis of all store partners.
Awarded as Partner Of The Quarter (POQ) for Q1 (Oct.-Dec.) of F.Y. 2013
Available Upon Request
