Savannah Carmen Concha

Savannah Concha Customer Experience Expert | SEO Editor Dedicated Quality Assurance Specialist with 4+ years of experience in documenting and interpreting data on customer satisfaction for a business. Career highlights include conceptualizing the strategic design, implementation, and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience. Experience Contact Phone - Email - Address Blk 28, Lt 21, Marianas Dr., Vincent Heights Sudb., Davao City 2017 RCBC | Davao City, Philippines Intern Assisted back-end operations team Managed customer-facing tasks Verified and examined checks for endorsement and negotiability 2017 - 2018 Balidio Accounting and Auditing Office } Davao City, Philippines Accounting Assistant Assisted the accounting department with data entry, processing, and recording transactions Handled communications with clients and vendors via phone, email, and in-person Reconciled financial books including incoming and outgoing funds Education - 2018 MeUndies | Los Angeles, California Customer Service Representative Bachelor of Science in Accounting Technology Ateneo de Davao University Expertise Communication Web Content Writing & Editing Chat & Email Support Asana & Zendesk Training and Development Language English Filipino Reference Phil Mannella Senior L&D, MeUndies Supported clients by providing helpful information, answering questions, and responding to complaints. Quality Assurance Analyst Managed monthly reports concerning the overall performance of the team Assisted training for the new hires Participated in customer and client listening programs to identify customer needs and expectations Senior Quality Assurance Analyst Spearheaded communications between agents and customers Interpreted QA progress to drive improvements in the team’s daily customer interactions Collaborated with the CX Trainer in onboarding and training new hires Pioneered GraderQA with QA Specialists and discussed opportunities for improvement Conducted training for the entire team on Brand Voice, Empathy, and Grammar - hitplay Technologies Inc. | Ontario, Canada Client Experience Analyst Established brand voice training for the company’s client support department Managed consistency in client experience through real-time feedback to members of the client support department based on company standards Performed client audits to evaluate their experience with the company Spearheaded post-service client surveys through multiple mediums Phone:- Email:- Midori Nishihama Managed Services Lead, hitplay Email:-Name Surname May-November 2023 Improv Media | Prague, Czech Republic Content Editor Responsible for ensuring that the content created by the writers is optimized for SEO. Fact-checking and editing several articles daily Writing briefs and doing keyword research for the writers