Richard Fernandez

RICHARD FERNANDEZ SUMMARY Detail-oriented and motivated professional with years of experience in quality assurance, data management, and customer service. Skilled in auditing processes, analyzing large datasets, and ensuring accuracy and compliance using tools such as Google Sheets, Excel, and Google Workspace. Adept at identifying performance trends, supporting process improvements, and collaborating with cross-functional teams to enhance overall efficiency. Seeking an opportunity to leverage my skills and experience to contribute to organizational growth and success. WORK EXPERIENCE TaskUs - Quality Analyst (Supporting Compliance Specialist) Dec 2024 - Present Perform quality assurance audits, ensuring employee’s compliance Remediating critical errors and giving quality feedback Facilitating Internal Calibrations and providing workflow updates Reporting team’s Weekly Trends and Analysis Propose improvements to process and training programs TaskUs - Compliance Specialist & SME Mar 2022 - Dec 2024 Served 6 months as SME before promotion to QA. Supported operations and agents by resolving process and workflow inquiries. Collaboration with internal team for updates and possible trend. Perform KYC/KYB checks and Bank Account Verification for onboarding process Carry out sanction and PEP screening Perform Customer Due Diligence Identifying Fraud trends and and escalating the ticket to the designated team Reviewing OFAC listings and removing prohibited items. Alorica - Customer Service Representative Feb 2020 - Jan 2021 Handled inbound and outbound calls to assist customers with billing inquiries, plan upgrades, service requests, and technical troubleshooting. Provided accurate information about telecom products, services, and promotions while ensuring customer satisfaction. Resolved customer concerns and escalations efficiently, adhering to company policies and service-level standards. Processed account updates, payments, and service activations through internal CRM and billing systems. Maintained high-quality interactions by meeting key performance metrics such as AHT, CSAT, and FCR. EDUCATION Web Application Development (Undergrad) AMA Computer Learning Center High School (Graduate) San Roque Dau Highschool Jun 2015 - Mar 2016 Jun 2011 - Mar 2015 ADDITIONAL INFORMATION Tools: Google Workspace | Microsoft Office | Maestro | Guru | Slack Languages: Fluent Tagalog | Conversational English Skills: Coaching agents | Facilitating refreshers and meetings | Creating and Managing Dashboards or Trackers via Google Sheets or Looker Studio | Managing large datasets by cleaning, optimizing and spotting errors | Creating SOP with tools like google docs or presentation/slides | Trained and supported new agents or new QA’s | Led alignment meetings with operations | Compliance Check with accuracy