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ABOUT ME
Proven expertise in designing and implementing comprehensive quality assurance programs, monitoring and evaluating customer interactions, and providing targeted coaching to improve agent performance.Skilled in analyzing data to identify trends, root causes, and areas for improvement. Possesses excellent communication and collaboration skills, fostering positive relationships with agents and management.Committed to maintaining the highest standards of service quality and ensuring a positive customer experience. Seeking to contribute my skills and insights to drive continuous improvement in customer service operations.
Professional Summary
EXPERIENCE
December 2021 – Present
Quality Supervisor
Concentrix |Megamall, Philippines
Drives the team to promote awareness on compliance based on
clients’ standards
Ensures that all processes are in place
February 2019 – December 2021
Sr. Quality Evaluator
Concentrix |Quezon City, Philippines
Monitor random recorded customer service transactions focusing on compliance and sales opportunities
Provide valuable insights that will help drive compliance and improvement in operations performance
December 2017 – February 2019
Sales Associate
Concentrix |Quezon City, Philippines
Inbound agent handling tele sales calls. Selling of media services like broadband, TV, landline and mobile.
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AWARDS
Spotlight Leader, Cluster Issa Awardee, April 2022
V Festival Special Awards, Top Quality Evaluator, August, September & October 2021
Q2 IB Tele sales & Messenger Top Quality Evaluator, 30th of July 2021
Certified Red-Hot Top-Quality Evaluator, May 2021
Certified Red-Hot Top-Quality Evaluator, March 25, 2021
V Festival Special Awards, Top Quality Evaluator, January 2021
Cluster Issa Director’s Awardee for December 2020
Q2 Top Performer Resource Unit, August 2020
2H Top Performer Team Red Hot, January 2020
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EDUCATION
CENTRO ESCOLAR UNIVERSITY
AB Mass communications Major in Broadcasting
March 2002
HOPE CHRISTIAN HIGH SCHOOL
Middle School
March 1995
TOOLS
Pulse • Publisher • Canva • Microsoft Suite. Google Suite • Asana • Salesforce • Workday • Verint • IcQuality
© Joanne Batacan. All rights reserved.
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