Roda Celebrado

I've been working as a Quality Analyst for 3 years now. I evaluated calls for local agents here in the Philippines and even for On Shore associates in the U.S. I've worked for U.S, UK and Irish accounts handling customer service, technical support and been into different leadership and management roles under the Quality Team. Right now, I work for US health and benefits as a Lead QA. I was a Quality and Development Analyst for the phone associates in the US for 3 months, then I was transferred for case management, resolving all sorts of queries and cases regarding members' benefits for 1 year. I was chosen to pioneer as Quality and Development Analyst for Customer Success Tier 1. Under this role, I evaluate the associates cases under certain guidelines to ensure we deliver quality resolutions to our customers. We sync for weekly calibrations and I concentrate on scoring, coaching and feedback, as well as defining and refining processes. I am also adept in research and library management, handling escalations and dealing with all sorts of customers.