Racquel Gladys G. Manlapaz
$8/hr
Quality Assurance Team Lead, Customer Success, Service Excellence
RACQUEL GLADYS G. MANLAPAZ
Mobile:- | Email:-| LinkedIn:
https://www.linkedin.com/in/racquelmanlapaz/
Professional Summary
Experienced Quality Assurance Team Lead with a strong background in customer service and
chat/email support. Proven expertise in evaluating, mentoring, and enhancing agent performance to
ensure exceptional customer satisfaction. Skilled in process improvement, performance analysis,
and delivering actionable insights to drive efficiency. Adept at providing clear communication and
high-quality service in fast-paced environments.
Core Competencies
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Chat and Email Support Expertise
Quality Assurance and Compliance
Customer Satisfaction (CSAT) Improvement
Performance Coaching and Mentoring
Process Optimization and Documentation
Escalation Management
Analytical Problem-Solving
Team Collaboration and Leadership
Professional Experience
Exacot Philippines (Acquired from Reimage Philippines and TopData Global IT Solutions)
Quality Assurance Team Lead
April 2022 – Present
● Led a team of Quality Assurance Specialists to enhance customer service standards across
chat and email support channels.
● Conducted regular performance evaluations, coaching, and training to improve agent
proficiency and drive high CSAT scores.
● Managed team onboarding and developed performance scorecards to track progress and
align with KPIs.
● Collaborated with trainers and management to develop solutions for process enhancements
and quality initiatives.
● Analyzed customer interactions to identify trends, provide actionable feedback, and
recommend improvements.
TopData Global IT Solutions, Pampanga
CSAT and Compliance Analyst / Quality Assurance Specialist
July 2020 – March 2022
● Evaluated chat and email interactions to ensure adherence to quality standards and deliver
exceptional customer experiences.
● Provided detailed feedback and coaching to agents to enhance communication skills and
service delivery.
Technical Support Representative
March 2018 – June 2020
● Delivered chat and email support, troubleshooting customer issues, and offering premium
services to improve user experience.
● Maintained high first-contact resolution rates through effective communication and
problem-solving.
SiTEL Corporation, Tarlac City, Tarlac
Quality Assurance Representative / Mentor / Customer Service
October 2015 – February 2018
● Monitored and evaluated chat, email, and phone interactions to ensure compliance with
business standards.
● Mentored new hires, facilitating their integration and success in the team.
● Resolved customer inquiries and provided product support across multiple channels.
● Order entry and fulfillment inquiries for a worldwide vendor of school and office supplies.
Sutherland Global Services Inc., Clark, Pampanga
Subject Matter Expert (Acting Team Lead) / Customer Service Representative
July 2012 – July 2014
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● Assisted agents with escalated issues, provided approvals, and enhanced team knowledge
in chat, email, and phone technical support.
● Prepared performance reports and implemented strategies to improve team productivity.
AEGIS PeopleSupport (Teleperformance), Baguio City
Executive, Operations
April 2011 – May 2012
● Assisted U.S. college students with student loans, repayment plans, and financial support
through phone, chat and email communications.
SiTEL Corporation, Baguio City
Customer Service Representative
November 2009 – August 2010
● Provided email and phone support for credit, debit, and gift card inquiries, resolving issues
efficiently while ensuring customer satisfaction.
Education
University of Baguio, Baguio City
Bachelor of Science in Nursing
June 2006 – October 2009
Technical Skills
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CRM and Ticketing Tools (e.g., Zendesk, Salesforce, Freshdesk)
Quality Monitoring Systems
Microsoft Office Suite (Word, Excel, PowerPoint)
Data Analysis and Reporting
References
Available upon request
