Camille Pagunsan
Quality Assurance Representative
Silay City
Summary
Quality assurance representative with over 9 years of customer service experience in fast-paced, team-based environments. Driven and proven successful at achieving established targets and team goals. Personable and professional communicator with fluency in English and Tagalog.
Overview
12
12
years of professional experience
Work History
Quality Assurance Representative
Ubiquity Global Services
5 2021 - Current
- Assisted with developing and implementing quality assurance improvements based on call evaluation results
- Reviewed and scored calls made utilizing company-defined quality monitoring standards
- Provided ongoing feedback to management and customer representatives to foster improvement
- Performed call audits to ensure regulatory compliance
- Fostered a positive work environment by consistently treating all employees and customers with respect and consideration
- Learned and maintained in-depth understanding of product information.
Customer Service Representative
Ubiquity Global Services
03.2016 - 05.2021
- Catering customer needs or answering queries regarding their buy or sell orders via phone and email
- Assisting customers by filing claims and providing details of deductions on payments.
Team Lead Intern
Ubiquity Global Services
08.2015 - 03.2016
- Developed a strategy the team will use to reach its goal
- Communicated clear instructions to team members
- Monitored team members' performance to ensure the training they are being provided is being put into use, and also to see if any additional training is needed.
Customer Service Representative
Ubiquity Global Services
01.2015 - 08.2015
- Processed application for customers who would like to set up an account highlighting the terms and conditions together with the cardholder agreement
- Assisted customers with their questions regarding their account
- Took supervisor calls when needed by the account
- Assisted trainees by floor walking.
Customer Service Associate
Convergys Philippines
10.2013 - 11.2014
- Fixed technical-related concerns regarding cable connection
- Increased market share by upselling company products in every call received
- Entertained questions about and provided explanations to customers' billing concerns
- Established rapport with and laid out the best options for the customers to ensure full satisfaction with the provided services on the customers’ part.
Customer Service Representative
Panasiatic Call Centers
06.2012 - 09.2013
- Assisted customers in the activation, reactivation and topping up of phone service
- Fixed technical-related issues regarding phone service
- Provided assistance through information for customers’ purchase, shipping, and replacement of phone products
- Handled supervisory calls as needed.
Education
Bachelor of Secondary Education Major in Mathematics -
Philippine Normal University - National Center for Teacher Education
Skills
Call Analysis Feedback
Time Management
People Oriented
Customer Oriented
Collaborative Learner
Attention to Details
References
- Carmela Delgado, Sr. Quality Manager - Ubiquity, +639156125928
- Mark Reenry Guadarrama, Associate Quality Manager - Ubiquity, +639614662802
- Ivy Jean Salmingo, Team Lead - Ubiquity, +639566886795
Timeline
Customer Service Representative
Ubiquity Global Services
03.2016 - 05.2021
Team Lead Intern
Ubiquity Global Services
08.2015 - 03.2016
Customer Service Representative
Ubiquity Global Services
01.2015 - 08.2015
Customer Service Associate
Convergys Philippines
10.2013 - 11.2014
Customer Service Representative
Panasiatic Call Centers
06.2012 - 09.2013
Quality Assurance Representative
Ubiquity Global Services
5 2021 - Current
Bachelor of Secondary Education Major in Mathematics -
Philippine Normal University - National Center for Teacher Education
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