Cyril Zaldo
Call Monitoring Specialist/ Quality Analyst
Taguig
Summary
OBJECTIVE:
To leverage my exceptional call monitoring and quality assurance skills to contribute to a customer-centric organization as a call monitoring specialist. I aim to ensure consistently high-quality interactions, provide actionable feedback, and drive improvements in customer service performance to enhance customer satisfaction and loyalty.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Call Monitoring Specialist/QA-Virgin Media Voice
SITEl Philippines
Pasig City
12.2021 - Current
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
- Leveraged on-site observation and personal interviews to identify team and individual strengths.
- Produced detailed and relevant reports for use in making business decisions.
Call Monitoring Specialist/QA- John Lewis Voice
SITEL Philippines
Pasig City
09.2021 - 12.2021
- Gathered, documented, and modeled data to assess business trends.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
- Evaluated current processes to develop improvement plans.
Customer Service Representative- JL| Email/Chat Support Representative
SITEL Philippines
Pasig City
07.2020 - 09.2021
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Answered a constant flow of customer calls with minimal wait times.
Customer Service Representative (Comcast-Voice)
SITEL Phillippines
Pasig City
05.2017 - 07.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined the root cause of problems to resolve product or service complaints.
Customer Service Representative (AON) Healthcare
Sitel Philippines Corp.
Pasig City
08.2016 - 04.2017
- Answered a constant flow of customer calls with minimal wait times.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
Bachelor of Science - Criminology
Taguig City University
General Santos Ave, Lower Bicutan, Taguig, 1632 06.2011 - 05.2015
Skills
Good Telephone Etiquette
Organization and Time Management
Active Listening
Interpersonal Communication
References
Evan Lyne Dale Estoras
Call Monitoring Specialist, Bath & Body Works, Sitel Group
+63.995.711.4312
EvanLyneDale.Estoras@sitel.com
Alyssa Mae Ventosa
Real-Time Analyst | Sitel Group
+63.935.494.3305
alyssamae.ventosa@sitel.com
Laarne Kathleen Larson
Reports Analyst | Sitel Group
+63.908.766.2430
laarne.larson@sitel.com
Timeline
Call Monitoring Specialist/QA-Virgin Media Voice
SITEl Philippines
12.2021 - Current
Call Monitoring Specialist/QA- John Lewis Voice
SITEL Philippines
09.2021 - 12.2021
Customer Service Representative- JL| Email/Chat Support Representative
SITEL Philippines
07.2020 - 09.2021
Customer Service Representative (Comcast-Voice)
SITEL Phillippines
05.2017 - 07.2020
Customer Service Representative (AON) Healthcare
Sitel Philippines Corp.
08.2016 - 04.2017
Bachelor of Science - Criminology
Taguig City University
06.2011 - 05.2015