Summary
Overview
Work History
Education
Skills
Websites
Timeline
Volunteer

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
09.2021 - 06.2023
  • 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
05.2021 - 08.2021
  • 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
09.2009 - 07.2016
  • 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
02.2019 - 02.2020
  • 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, 3000
06.2023

BBA - Business Administration, Management

Polytechnic University of The Philippines
Sta. Mesa Manila Philippines
04.2002

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
09.2021 - 06.2023

ESL Online Tutor

ACADSOC
05.2021 - 08.2021

Customer Care Specialist

The Results Company, Alaskaland
02.2019 - 02.2020

Financial Care Specialist

Citibank
09.2009 - 07.2016

BBA - Leadership And Management

TasCollege Melbourne

BBA - Business Administration, Management

Polytechnic University of The Philippines

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Ma. Theresa SANTIAGOQuality Assurance Associate / Customer Care Representative