Ma. Theresa SANTIAGO
Quality Assurance Associate / Customer Care Representative
33 Rose Lane Melbourne VIC 3000,VIC
Summary
Versatile, dependable, awesome spirit to achieve professional, social, and interpersonal growth through working with diversified global industries. Solid team player with outgoing, positive vision. Motivated to maintain client and customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Energetic and result oriented who thinks outside the box to find options to achieve output.
Overview
14
14
years of professional experience
Work History
Quality Assurance Analyst
COLLECTIVE SOLUTION, INC, Niscom Bldg. Commonwealth Ave
2021.09 - 2023.06
- Measure compliance against established expectations of agent behaviour.
- Monitoring of calls to ensure that agents are interacting in accordance to the company’s guidelines and business’ best interest
- Assessment of agent’s interaction and behavior with the customer like soft skills, non-verbal cues and courtesy
- Counselling and coaching to reduce negative customer experience, time and resources
- Responsible for picking the metric necessary to evaluate performance and to meet client’s target and objective
- Possible report and investigation of agents for calls that falls under defective attributes.
ESL Online Tutor
ACADSOC
2021.05 - 2021.08
- Tutoring Chinese nationals from ages 3-60 years old who want to improve their English communication skills, enhance vocabulary and build up grammar properly
- Prepare, study the materials and create teaching techniques based on the student’s age and needs
- Implement a teaching approach to reach the student’s goal assessment and suggestions based on the module.
Financial Care Specialist
Citibank
2009.09 - 2016.07
- One of the largest bankcard, credit cards in the U.S
- It includes educating the customer about the bill, past due, interest, due dates, transactions, floating amount and any related questions for credit card
- Upselling for additional programs, promos, balance transfers, and ensuring to provide accurate data about them in compliance with the terms given by the bank.
Customer Care Specialist
The Results Company, Alaskaland
2019.02 - 2020.02
- Target Store - one of the biggest retail corporations in US aiding customer complete their online orders, resolving complaints, refunds and returns of packages. It includes ticket creation for more than 30 days unsolved returns, incorrect online ads (price, qty, usage, promotions and the like) and escalations.
- Took ownership of customers issues to follow problems through to resolution.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Used exceptional communication to connect with customers, assess needs and present solutions.
Education
BBA - Leadership And Management
TasCollege Melbourne
Level 10, 310 King Street, Melbourne, VIC, 300006.2023
BBA - Business Administration, Management
Polytechnic University of The Philippines
Sta. Mesa Manila Philippines04.2002
Skills
❖ Good English communication and typing skills
❖ Comfort with Technology and Databases
❖ Teaching is my passion
❖ Proven analytical ability to work independently based on high level direction with minimal supervision, self-motivated, innovative and productive in a dynamic, highly-matrix environment.
❖ Comfort with Technology and Databases, websites, programs, etc
VISION
● To join the company where my skills and gained experiences can be utilized to the fullest, leading a greater contribution to the profit and growth of the company.
● To achieve professional, social, and interpersonal growth through working with diversified global industries.
Timeline
Quality Assurance Analyst
COLLECTIVE SOLUTION, INC, Niscom Bldg. Commonwealth Ave
2021.09 - 2023.06
ESL Online Tutor
ACADSOC
2021.05 - 2021.08
Customer Care Specialist
The Results Company, Alaskaland
2019.02 - 2020.02
Financial Care Specialist
Citibank
2009.09 - 2016.07
BBA - Leadership And Management
TasCollege Melbourne
BBA - Business Administration, Management
Polytechnic University of The Philippines
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