Mica Mendoza
Wolli Creek,NSW
Summary
Seeking a position to an esteemed company which will require me to utilize my skills, abilities and experience in the business field to effectively contribute to the successful and profitable operation of the company.
Overview
7
7
years of professional experience
Work History
Quality Analyst
TaskUs PH
07.2021 - 06.2023
- Monitor and measure the process of the agents to be correct and align with the company's standards and requirements
- Provide insights and recommendation on how the agents can improve their knowledge and skills towards the process
- Facilitating meetings to the agents together with their supervisor about the new update and to discuss their weekly performance
- Computing the agents score to monitor if they are meeting the target for their QA scores.
Quality Assurance Analyst
VXI PH
09.2019 - 04.2021
- Develop evaluation programs that enhance the account's output and provide actionable insight for performance improvements
- Attend calibration sessions to discuss with operations the issues and trends captured during call monitoring and ensures they are calibrated on what constitutes a quality call
- Train agents on quality policies and procedures
- Send reports to operations containing valuable data that can help with modification of agent behaviour, performance and improving customer experience
Technical Support Representative
Concentrix PH
10.2018 - 05.2019
- Answered customer questions and resolved service issues in a timely manner
- Diagnosed customer issues by asking probing questions and troubleshoot with them over the phone
- Coordinated equipment replacement and service maintenance by scheduling appointment
- Educated customers on how to resolve a basic technical issue
Customer Service Representative
TELUS International Philippines
12.2016 - 05.2017
- Answered customer concerns and provided a quality customer service
- Pitched home, internet and cable to customers
- Review services or products available to a customer
- Scheduled tech installation
Education
MBA - Business Administration
Kaplan Business School
Sydney, NSWBachelor of Science - Business Administration
San Pablo Colleges
San Pablo City, Laguna03.2016
Skills
- Good communication skills
- MS Office efficiency
- Problem-solving and flexibility
- Operability and commitment
- Ability to motivate teammates
- And maintain good relations
- Resistance to stress
- Adaptability and resilience
- Attentive to detail and
- Well-organized
- Good manners
- Positive attitude
Timeline
Quality Analyst
TaskUs PH
07.2021 - 06.2023
Quality Assurance Analyst
VXI PH
09.2019 - 04.2021
Technical Support Representative
Concentrix PH
10.2018 - 05.2019
Customer Service Representative
TELUS International Philippines
12.2016 - 05.2017
MBA - Business Administration
Kaplan Business School
Bachelor of Science - Business Administration
San Pablo Colleges
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