- Reply rate:
- -
- Availability:
- Full-time (40 hrs/wk)
- Location:
- Manila, Ncr, Philippines
- Experience:
- 14 years
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
