Allan Narboneta
Quality Analyst
Mabalacat, Province Of Pampanga
Summary
Dynamic professional with 14 years of comprehensive experience in back-office operations, quality control, and customer service. Expertise in managing affiliate programs and cultivating strategic partnerships has consistently increased affiliate engagement and driven significant revenue growth. Proficient in data analysis and relationship management, ensuring effective collaboration that delivers impactful results. Highly organized and dependable, adept at managing multiple priorities while maintaining a positive attitude and a commitment to achieving team objectives.
Overview
17
17
years of professional experience
Work History
Affiliate Manager
MaxWeb
Angeles Pampanga
04.2022 - 08.2025
- Spearheaded initiatives aimed at improving the overall affiliate experience through process enhancements and innovative solutions.
- Optimized affiliate marketing campaigns by analyzing performance data and adjusting strategies accordingly.
- Collaborated with internal teams such as marketing, legal, finance, and product development to execute successful campaigns seamlessly.
- Provided comprehensive training sessions for new affiliates on company policies, procedures, and best practices.
- Coordinated cross-departmental efforts to ensure smooth campaign execution, maximizing efficiency and effectiveness.
- Recruited high-quality affiliates to grow the network, expanding company reach and increasing sales opportunities.
Customer Service Associate
HelpGrid
Angeles Pampanga
12.2020 - 03.2022
- Obtaining and recording the details of customer information, inquiries, comments, and complaints
- Take orders, process exchanges, and refunds, and answer any questions all in a prompt, courteous and efficient manner
- Communicate with customers via the phone, email, live chat, and social media.
- Providing product and service information and resolving product and service problems.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
Customer Service Representative
Iqor
Angeles Pampanga
08.2020 - 12.2020
- Providing product and service information and resolving product and service problems.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Quality Analyst
Startek Philippines
Angeles Pampanga
08.2011 - 08.2020
- Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
- Performed root cause analysis through call listening.
- Developed and maintained quality assurance procedure documentation.
- Developed test scripts utilizing comprehensive business requirements, functional documentation, and processes.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Partnered with management to create, develop and implement quality initiatives, resulting in good customer satisfaction.
- Monitored inbound and outbound calls made by employees to provide constructive feedback.
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
Sprint Directory Assistant
KGB Philippines
Makati Manila
01.2010 - 12.2010
- Connected local and long-distance calls.
- Completed and forwarded forms for listing corrections, incidents, and emergency calls to correct personnel.
- Helped callers locate specific businesses, residences, or public buildings with mapping assistance.
- Enhanced customer satisfaction by efficiently managing directory assistance requests and providing accurate information.
Lead Generation Specialist
Sterling Global Call Center
Ortigas Pasig
01.2009 - 12.2010
- Initiated sales strategies by recruiting new clients through approved methods.
- Built strong rapport with clients by understanding needs and clearly explaining products.
- Contacted customers and prospects to generate new business for projects to achieve company goals.
- Generated and followed up on lead lists resulting from specific marketing campaigns.
- Managed multiple lead generation channels simultaneously, ensuring consistent results across all platforms.
Education
Political Science
City College of Manila
Manila, Metro Manila 05.2001 -
Skills
Project management
undefinedReferences
May, De La Cruz, may.delacruz@startek.com, +639065608445, Startek
Timeline
Affiliate Manager
MaxWeb
04.2022 - 08.2025
Customer Service Associate
HelpGrid
12.2020 - 03.2022
Customer Service Representative
Iqor
08.2020 - 12.2020
Quality Analyst
Startek Philippines
08.2011 - 08.2020
Sprint Directory Assistant
KGB Philippines
01.2010 - 12.2010
Lead Generation Specialist
Sterling Global Call Center
01.2009 - 12.2010
Political Science
City College of Manila
05.2001 -
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