CARLO MARTIN J. HILARIO
Iloilo City
Summary
Quality Assurance professional with strong background in ensuring product integrity and compliance. Skilled in identifying system inefficiencies, implementing effective quality control measures, and enhancing operational processes. Known for fostering team collaboration and adapting to evolving project demands while consistently achieving high-quality results. Equipped with analytical skills, attention to detail, and commitment to continuous improvement.
Overview
11
11
years of professional experience
Work History
Quality Assurance Specialist
Fairtrade Outsourcing Inc.
06.2022 - Current
- Monitor and evaluate calls to ensure compliance with company and client standards.
- Provide feedback to improve agent performance and maintain quality metrics.
- Document findings and collaborate with supervisors for continuous improvement.
Customer Service Representative
Fairtrade Outsourcing Inc.
03.2017 - 06.2022
- Handled customer inquiries and resolved concerns via calls and chats.
- Consistently met performance goals and maintained high client satisfaction.
Customer Service Representative
Voiceless Technologies Inc.
04.2016 - 04.2017
- Delivered high-quality service through phone and chat support.
- Assisted customers with product inquiries and service concerns.
Customer Service Representative
Avatar Technologies Phil. Inc.
07.2015 - 04.2016
- Assisted clients with troubleshooting and account support.
- Maintained positive client relationships through effective communication.
On-the-Job Training
Avatar Technologies Phil. Inc.
06.2014 - 09.2014
- Completed 486 hours in troubleshooting, computer setup, and network patching.
Education
Bachelor of Science - Information Technology
University of San Agustin
General Luna St, Iloilo City Proper, Iloilo City, 03.2015
Secondary Education - undefined
Central Philippine University
03.2009
Primary Education - undefined
03.2005
Skills
- Microsoft Office Suite (Word, Excel)
- WordPress, Canva
- PC Hardware Troubleshooting
- Quality Assurance & Call Monitoring
- Customer Service & Communication
WORKSHOPS & SEMINARS
- PC Hardware Maintenance – University of San Agustin, March 2014
- Rising to a New Generation: Robotics & Microprocessor – University of San Agustin, May 2014
References
Ernesto Azarraga Jr.
IT Specialist
Fairtrade Outsourcing Inc.
Karl Moraña
Senior IT
Fairtrade Outsourcing Inc.
Timeline
Quality Assurance Specialist
Fairtrade Outsourcing Inc.
06.2022 - Current
Customer Service Representative
Fairtrade Outsourcing Inc.
03.2017 - 06.2022
Customer Service Representative
Voiceless Technologies Inc.
04.2016 - 04.2017
Customer Service Representative
Avatar Technologies Phil. Inc.
07.2015 - 04.2016
On-the-Job Training
Avatar Technologies Phil. Inc.
06.2014 - 09.2014
Secondary Education - undefined
Central Philippine University
Primary Education - undefined
Bachelor of Science - Information Technology
University of San Agustin