GINNY ALAG
Waterford West,Australia
Summary
Seasoned Business Performance and Quality Associate with a proven track record at Equifax Australia, enhancing data integrity and client satisfaction. Excelled in roles requiring CRM systems and exceptional communication skills, achieving significant quality improvements. Demonstrated expertise in customer service and quality assurance controls, contributing to operational excellence and client trust.
Overview
12
12
years of professional experience
Work History
Business Performance and Quality Associate
Equifax Australia
Brisbane CBD
02.2021 - Current
- As a BPQA, I play a critical role within Fit2work Operations with:
- Focus on data integrity
- Final vetting of key clients
- Supporting the client services team in handling inbound calls from clients/organization representatives in relation to candidate’s background checks
- Reconciliation and relationship management with police agencies by providing daily report for federal and national police check applications
- Onboarding of new clients and new users through the platform
- Documentation and knowledge management of operational processes and quality assurance
- Occasionally interface with team leaders to deliver report and other business-related information
- Perform administrative and office support duties such as responding to emails as well as scanning, printing, sorting and filing documents related to police reports
- Evaluating agent’s quality performance, identify and remedy defects/errors found and produce QA reports, trends and BPQA daily dashboards
- Working with the quality team and reporting to Quality and Client Services Leader to ensure final checks meet organization’s standards across the board
- Supporting the operations team during busy period or staff shortage by doing other tasks (back office, processing and phone support) to meet service level agreement, volunteering for weekend overtime if needed and help achieve the target business and operations goals
Customer Service Representative/Records Coordinator
Equifax Australia
Brisbane CBD
02.2021 - 03.2022
- Handle customer (applicants and clients)’s inquiries, requests, complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Take the extra mile to engage and support customers via email, chat and inbound calls
- Keep records of customer interactions, process different types of employment background checks (police check, right to work, financial and credit checks, etc) and file documents, follow communication procedures, work instructions, guidelines and policies
- Administers all day-to-day transactions associated within the Qualification space including back office support, liaising with clients, external vendors and institutions, reviewing and processing checks and data entry
Retail Sales & Customer Service Associate
Shiels Jewellers
Hyperdome Loganholme, Australia
12.2020 - 12.2020
- Provide customers with essential jewelry information, as well as offer them a demonstration of product features
- Direct or escort customers to appropriate aisles or store sections where they can find their choice of jewelry
- Provide solutions or replies to address customers’ problems or inquiries
- Oversee the tagging of products to ensure correct prices are reflected
- Monitor displayed products to facilitate replenishment of emptying shelves
- Oversee the upkeep, maintenance and general cleanliness of a store and its premises
- Collect cash payments and process credit card transactions for the purchase of jewelry
- Upsell and cross sell in order to increase sales and maximize company profits
- Keep a watchful eye for shoplifters and pilferers to minimize risk of theft
- Work closely with retail sales managers to ensure sales targets are achieved
Senior Customer Service Agent
Emirates Airlines Group
Deira, UAE
07.2015 - 09.2020
- Representative and frontliner of the airline, welcome passengers at check-in desks and boarding/arrival gates
- Verify the tickets, identity papers, passports, visa requirements and luggage conformity
- Solving potential issues and guiding passengers about their flight
- Attending to all airline related inquiries and providing special assistance on different scenarios
- Taking care of flight connections by facilitating formalities and passengers’ follow-up
- Selling and accepting payment for promotional upgrade tickets, excess baggage in First and Business class area
- Professionally trained to assist VIP and premium customers of the airline
Customer Service Associate (Inbound Call Center/Customer Support)
Bank of America Continuum Philippines
Bonifacio Global City, Philippines
09.2012 - 10.2014
- Researched and resolved customer issues on personal credit card accounts handling multiple customers at the same time through chat, email and calls
- Processed customer service requests such as card replacements, travel notification, payments, reward redemptions, account conversion, and other account maintenance
- Meet and exceeds customer and quality metrics by providing consistent positive customer experience while handling multiple customers at a given time
- Processed sales referrals and promoted bank services and products, resulting in a high percentage sales increase
- Maintained confidentiality of bank records and customer information
- Adhered to Bank of America’s security and quality procedures
Education
Bachelor of Arts - Broadcast Communication
Polytechnic University of the Philippines
Manila, Philippines01.2012
Skills
- CRM systems
- Microsoft Word
- Microsoft Office
- Microsoft Excel
- Adobe
- Google based application
- Reporting
- Data entry
- Communication skills
- Customer and Client service
- Attention to detail
- Time management
- Quality training
- Quality management system
- Office equipment proficiency
- Administrative support
- Multi-line telephone operations
- Complaint resolution
- Information security
- Multi-line phone talent
- Call center experience
- Quality assurance controls
- Records management
- Database administration
- Multitasking Abilities
- Time management abilities
- Email etiquette
References
Available upon request.
Languages
English
Professional
Tagalog (Filipino)
Native/ Bilingual
Accomplishments
Equifax Customer First Award 2021
Equifax Do the Right Thing Award 2022
Equifax One Team One Equifax Award 2023
Equifax Bravo Points Award 2024
Improvised Work Instructions within the BPQA Team
Recognized monthly for passing the target business goals
Recognized by supporting other team members and leaders with Training, Client Calls, Handling Escalation and other BAU Tasks
References
References available upon request.
Timeline
Business Performance and Quality Associate
Equifax Australia
02.2021 - Current
Customer Service Representative/Records Coordinator
Equifax Australia
02.2021 - 03.2022
Retail Sales & Customer Service Associate
Shiels Jewellers
12.2020 - 12.2020
Senior Customer Service Agent
Emirates Airlines Group
07.2015 - 09.2020
Customer Service Associate (Inbound Call Center/Customer Support)
Bank of America Continuum Philippines
09.2012 - 10.2014
Bachelor of Arts - Broadcast Communication
Polytechnic University of the Philippines
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