Sal Yves D. Erames

Sal Yves Erames EXPERIENCE Quality Assurance Analyst Smiles on Demand by Vervent, Philippines Dumaguete City, Negros Oriental 01/2021 - Current As a QA analyst for a Rental Company, my responsibilities would revolve around ensuring that customer interactions, processes, and systems meet high standards of quality. Here are some key aspects of my role: ■ Performance Metrics:Define and track weekly performance ratings, including response time, resolution time, and customer satisfaction scores. ■ Feedback and Coaching:Provide constructive feedback to agents and offer coaching sessions for improvement. ■ Process Improvement:Collaborate with teams to optimize workflows and enhance efficiency in customer service processes. ■ Compliance and Policy Adherence:Ensure agents comply with company policies, legal regulations, and industry standards. ■ Documentation and Reporting:Maintain detailed records of assessments and generate reports for management insights. ■ Training and Onboarding:Assist in training and onboarding new agents, ensuring familiarity with policies and procedures. ■ Customer Feedback Analysis:Analyze customer feedback to identify recurring issues and contribute to improvement strategies. CONTACT Dumaguete City, Negros Oriental-- SUMMARY Results-driven Quality Assurance Tester with 3 years of experience specializing in comprehensive performance evaluations of soft skills. Known for a collaborative work style and well-developed communication skills. Seeking a challenging role in test reporting and defect resolution, leveraging a proven track record in ensuring good customer service quality and enhancing team efficiency. SKILLS ■ Mentoring and Training ■ Improvement Recommendations ■ Strategic Planning and Review ■ Process Implementation ■ Issue Resolution ■ Quality Assurance Customer Service Representative Qualfon Philippines - Dumaguete City, Negros Oriental 03/2011 - 09/2012 ■ Maximized customer satisfaction by resolving service issues promptly. ■ Assisted customers with product-related questions, feedback, and complaints. ■ Assisted in fulfillment of customer orders placed in person, via email, online, and by telephone. ■ Processed and issued product orders and service upgrades for customers. EDUCATION Bachelor of Arts: Philosophy Silliman University - Dumaguete City, 2017 High-School Saint Paul University Dumaguete - Dumaguete City, 2008 Bachelor of Arts: Philosophy Saint Anthony Mary Claret College - Quezon City