Peter John Guzman

I am a dedicated and detail-oriented Quality Analyst and Customer Service Professional with over three years of combined experience in quality assurance, customer support, sales process optimization, and medical scheduling. My professional focus is on monitoring performance, evaluating workflows, and identifying opportunities for improvement that help organizations deliver outstanding customer experiences while ensuring operational efficiency. I bring a strong ability to analyze data, create actionable strategies, and work collaboratively across teams to achieve measurable results.

In my current role as a Quality Analyst at TaskUs, I am responsible for monitoring and assessing sales activities and account management processes to ensure adherence to company standards. I generate performance reports that highlight trends and provide actionable feedback to sales representatives and account managers, enabling them to improve client engagement and overall results. Using CRM tools such as Salesforce, I track KPIs, monitor sales metrics, and identify performance gaps. I also deliver targeted coaching sessions and facilitate training to strengthen the skills of sales teams, ultimately driving client satisfaction and retention.

Previously, as a Quality Analyst (Medical Scheduler) at VXI Global Holdings, I ensured compliance with call quality standards, analyzed customer service trends, and implemented process improvement strategies. I collaborated closely with training and operations teams to align quality assurance expectations, improve agent performance, and resolve service issues efficiently. By conducting regular calibration sessions, I helped maintain consistency in evaluations and promoted best practices across the team.

Earlier in my career, I worked as a Customer Service Representative/Medical Scheduler at VXI Global Holdings, where I gained valuable front-line experience in patient scheduling, transportation coordination, claims processing, and HIPAA compliance. I handled both inbound and outbound calls, verified medical appointments directly with providers, and addressed patient concerns with professionalism and empathy. My ability to balance efficiency with compassion helped build trust and ensure a positive customer experience.

Before entering the corporate sector, I served as a Computer Teacher at Bamban Christian Academy. In this role, I taught computer fundamentals, Microsoft Office, Google Suite applications, and internet safety. I developed lesson plans that catered to different learning styles, guided students in troubleshooting common issues, and introduced them to responsible digital practices. This teaching experience enhanced my communication, training, and problem-solving skills, which continue to support my success in quality assurance and customer service roles today.

I am passionate about delivering measurable improvements, fostering team growth, and ensuring customers receive exceptional service at every interaction.