Hi, I’m
Clarence Aeron Litigio
Quality Supervisor
Caloocan City, Metro Manila
Summary
Experienced Quality Supervisor with 5 years in the BPO industry, leading Quality Evaluators to drive continuous improvement and ensure service excellence. Skilled in coaching, calibration, data analysis, and Microsoft tools. Passionate about promoting wellness and fostering a culture of growth. Proven track record in optimizing performance, enhancing customer satisfaction, and aligning team goals with company objectives.
Overview
5
years of professional experience
4
Certifications
6
years of post-secondary education
Work History
Concentrix
Customer Service Representative
2019.11 - 2020.12 (1 education.year_Label & 1 education.month_Label)
Job overview
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the department
Concentrix
Quality Evaluator
2020.12 - 2022.06 (1 education.year_Label & 6 education.months_Label)
Job overview
- Conduct quality evaluations on customer interactions (calls and chats) based on predefined quality criteria set by Client Standards.
- Monitor agent performance to ensure compliance with company policies, procedures, and quality standards.
- Provide actionable feedback to agents through regular coaching sessions, focusing on both strengths and areas for improvement.
Concentrix
Quality Supervisor
2022.06 - Current (4 education.years_Label & 3 education.months_Label)
Job overview
- Supervised and mentored a team of Quality Evaluators, ensuring consistent performance evaluations and feedback in line with company standards.
- Monitored and analyzed performance data (KPIs) to identify trends, gaps, and areas for improvement, resulting in tailored coaching and development plans for Operations
- Facilitated calibration sessions to ensure alignment in quality evaluation criteria across the team, fostering consistency and accuracy in assessments.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
Education
St. Claire College of CaloocanCaloocan City, Metro Manila, Philippines
Bachelor of Science from Computer Science
2021.06 - Current (5 education.years_Label & 3 education.months_Label)
St. Agnes School of CaloocanCaloocan City
Academic Strands from Information And Communication Technology
2018.06 - 2020.03 (1 education.year_Label & 9 education.months_Label)
Skills
Team Leadership: Experienced in leading and motivating teams, ensuring high performance and fostering a culture of accountability and professional development
Data Analysis & Reporting: Strong ability to analyze performance data (KPIs), identify trends, and generate actionable insights to inform decision-making and performance improvements
Excel Skills: Proficient in using Excel for data analysis, creating reports, and managing large datasets with advanced formulas, pivot tables, and charts
Microsoft Skills: Strong proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook, with the ability to create presentations, reports, and manage communications effectively
Certification
Lean Six Sigma - Yellow Belt Certification
Skateboarding
Skateboarding has helped me develop persistence, adaptability, and focus—skills I apply daily at work. Just like mastering a trick, improving quality requires continuous effort and learning from mistakes. It also teaches me to stay calm under pressure, which is essential when managing teams and ensuring high performance. Plus, it’s a great way to relieve stress and maintain a positive mindset, which supports my wellness coaching efforts with my team.
Timeline
Grow Coaching Certification
2024-02
Lean Six Sigma - Yellow Belt Certification
2023-03
Lead Now Certification
2023-02
The 4 Disciplines of Execution (4DX)
2022-09
Quality Supervisor
Concentrix
2022.06 - Current (4 education.years_Label & 3 education.months_Label)
St. Claire College of Caloocan
Bachelor of Science from Computer Science
2021.06 - Current (5 education.years_Label & 3 education.months_Label)
Quality Evaluator
Concentrix
2020.12 - 2022.06 (1 education.year_Label & 6 education.months_Label)
Customer Service Representative
Concentrix
2019.11 - 2020.12 (1 education.year_Label & 1 education.month_Label)
St. Agnes School of Caloocan
Academic Strands from Information And Communication Technology
2018.06 - 2020.03 (1 education.year_Label & 9 education.months_Label)