CHERRY ANN NAVARRO AMPER
Quezon City
Summary
Results-driven professional with extensive experience as a Senior Quality Evaluator and Technical Aide, dedicated to enhancing customer satisfaction through exceptional quality assurance and technical troubleshooting. Strong leader passionate about developing high-performing teams and leveraging analytical skills to drive continuous improvement and operational excellence. Committed to contributing to organizational growth by fostering a secure and professional environment that empowers Advisors to excel in their roles. Enthusiastic about delivering superior customer experiences while ensuring adherence to the highest standards of quality.
Overview
5
5
years of professional experience
Work History
Senior Quality Evaluator
Concentrix
ETON CENTRIS QUEZON CITY
09.2024 - Current
- Conducted evaluations of advisor performance to ensure adherence to quality benchmarks and consistent delivery of superior call outcomes.
- Provided expert assistance to resolve intricate customer challenges, enhancing overall customer experience.
- Analyzed performance data to generate technical reports and insights for the leadership team.
- Collaborated with cross-functional teams to streamline escalation procedures and internal workflows.
Senior Advisor
Concentrix
Remote
03.2021 - 09.2024
- Managed difficult customer interactions, ensuring prompt resolution and maintaining positive relationships.
- Mentored junior advisors, fostering skill development and knowledge sharing.
- Acquired in-depth knowledge of product features and benefits to improve customer interactions.
Education
Bachelor of Science - Agriculture, Major in Soil Science
Visayas State University
Visca, Baybay City, Leyte12-2018
Skills
- Software: Proficient in MS Office Apps and Apple equivalent apps
- Communication: Excellent verbal and written communication skills tailored for professional environments
- Adaptability: Proven ability to adapt and thrive under pressure to meet strict deadlines
CORE COMPETENCIES
- Quality Assurance & Monitoring: Expert in maintaining high call quality standards and performance metrics to ensure best-in-class service.
- Technical Support: Proficient in complex troubleshooting, navigating escalation procedures, and resolving hardware/software issues.
- Data Analysis & Reporting: Experienced in data collection, technical reporting, and performance trend analysis.
- Remote Operations: Highly adept at working independently in home-based environments using digital collaboration and productivity tools.
- Process Improvement: Skilled at identifying gaps in customer experience (CX) and implementing strategies for service enhancement.
Timeline
Senior Quality Evaluator
Concentrix
09.2024 - Current
Senior Advisor
Concentrix
03.2021 - 09.2024
Bachelor of Science - Agriculture, Major in Soil Science
Visayas State University