Quality Assurance Manager to Senior Quality Assurance Manager

Aug 2022 - Present

Spearheaded the new department handling the company’s quality assurance. Responsible for evaluating customers' experience through inbound and outbound calls, email, chat, and social media responses to ensure service quality and customer satisfaction.

Team Leader to Senior Team Leader

Apr 2021 - Aug 2022

Trained team members, set strategy, and monitored progress toward goals. Oversaw all team activities including decision-making, coaching, mentoring, skill development, and conflict management. Utilized strong communication, problem-solving, organizational, and delegation skills.

Associate Analyst

Sep 2020 - Feb 2022

Delivered telephone, email, chat, and web-based support providing advice and guidance to clients. Resolved questions and issues including product advice, technical troubleshooting, identifying sales opportunities, and referring clients to appropriate teams to improve customer satisfaction.

Influencer Marketing Specialist

May 2020 - Mar 2021

Served as point of contact for online collaborators of an American e-commerce store. Ensured focus on using key leaders to drive the brand's message to a larger market, supporting influencer marketing strategies.

Marketing Researcher

Mar 2020 - May 2020

Identified key decision-making contacts and qualified opportunities for strategic selling services to generate business and increase profitability. Conducted research on prospective job/company profiles to ensure alignment with objectives.

Client Development Associate

May 2019 - Feb 2020

Conducted outbound calls to company executives and directors to arrange meetings. Qualified scheduled appointments and coordinated with field representatives for on-site product demonstrations. Managed appointments, calendars, and booked meetings with new and existing clients.

Learning Experience Leader

Aug 2015 - Mar 2019

Conducted new-hire orientations and product training, spearheaded product launches. Communicated training expectations and challenges, performed quality assistance and deep-dive analysis on trainee performance and customer satisfaction. Provided coaching to align team goals and assessed learner skills for job advancement.

Email Support Representative to SME

Aug 2015 - Mar 2019

Provided exceptional customer service through email channel handling a variety of front-facing questions and issues. Served as first point of contact for operations regarding product-related questions. Managed communications with supervisors and other teams for updates and client information.

Customer Support Representative

Aug 2013 - Aug 2015

Answered inbound calls addressing customer questions and inquiries for a telecommunications account. Resolved technical concerns over the phone or transferred to appropriate departments. Offered best deals based on monthly needs to enhance customer satisfaction.

Customer Support Representative

Nov 2011 - Aug 2013

Handled inbound calls for customer questions and inquiries related to telecommunications. Resolved technical issues or transferred calls to the correct department. Provided best deal options based on customer monthly needs to improve service experience.