Temporary Team Manager — Quality Analyst

Mar 2025 - Present

Led weekly calibrations, audited QA outputs, coached agents and managers, managed Bot/AI QA lifecycle and program updates, and implemented corrective action plans, improving scorecard consistency by 18% and reducing repeat-offender incidents by 40% while supporting 200 agents globally.

Quality Assurance Analyst

Feb 2024 - Feb 2025

Monitored and evaluated agent interactions, delivered process-aligned coaching, logged feedback and completed QA forms, and supported calibrations and training, increasing first-contact quality scores by 12% while maintaining 4+ hours/month of frontline activity.

Admin Supplier Support

Jan 2023 - Jan 2024

Optimized 500+ travel product listings and resolved 1,200+ supplier issues, improving listing quality to drive a 30% increase in total bookings.

Billing and Collections Specialist

Sep 2022 - Dec 2022

Negotiated flexible payment plans and collected outstanding subscription balances for hotel and restaurant accounts, recovering 92% of overdue revenue while maintaining 95% client retention.

Travel Agent

May 2021 - Aug 2022

Managed bookings and sold travel products—including tours, activities, and transport rentals—directly to clients, generating a 25% increase in website sales.

Customer Service Associate

Sep 2019 - Feb 2021

Managed 120+ e-commerce contacts by resolving dual-concurrence live chats and executing mandatory follow-up emails, earning "Top Agent" status with a 98% satisfaction rating.

Customer Service Associate

Sep 2018 - Jan 2029

Resolved 80+ daily e-commerce phone and email requests for order cancellations, refunds, and replacements, ensuring seamless account adjustments and zero billing discrepancies.