Raymund Sapitula

Raymund Sta Ines Sapitula QUALITY ANALYST | CUSTOMER SERVICE Highly competent Quality Analyst with 10 years of experience both quality service and excellent customer satisfaction. - live:madzskilz95 linkedin.com/in/raymundsapitula (- SKILLS WORK EXPERIENCE Quality Services Quality Analyst ·Copywriting and Biggest Mobile Phone Provider in the US | 2019 - 2022 Proofreading Conduct live call assessment for a team of 15 consultants Transcriptionist Helped set and manage objectives for quality, productivity and Quality Coaching compliance. Call Mining & Call Produced detailed reports outlining performance against benchmarks. Calibration Improved consultants customer service delivery by conducting coaching Content Marketing ·Email Marketing ·Newsletter Creation Blog Management Tools Expertise Canva, Amazon Seller Slack, Google Drive, Office 365 & Skype CERTIFICATE White Belt Six Sigma Certified TRAININGS Tier 2 Quality Analyst Quality Analyst Utility Retailer in Australia | 2016 - 2019 Conduct live call assessment for a team of 15 consultants Provide feedback & proactive solution to speed up new hire agents competency Produced detailed reports outlining performance against benchmarks. Customer Support Representative Automotive Company in US | 2011 - 2016 Handles basic automotive troubleshooting Customer Support Representative Telco & Airline Company in US | 2010 - 2011 Process hotel and airline reservations Manage customers billing & payment inquiries Upsell telco services & manage billing inquiries