Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Daryl Jose Brao

Data Entry Specialist
Cebu City, Province Of Cebu

Summary

A results and detail-oriented professional with 8.5+ years of experience and a proven knowledge of customer communications, customer needs assessment, and customer satisfaction. Aiming to leverage and develop my skills further to successfully fill the Data Entry Specialist role in your account.

Overview

10
10
years of professional experience
2015
2015
years of post-secondary education

Work History

Insurance Underwriter

EXL
05.2024 - Current
  • Analyze risks and determine underwriting alternatives to establish terms of coverage and maintain profitability for the insurer.
  • Gathering background information on potential customers from information provided in proposal forms for insurance.
  • Reviewed policy documents before issuance, ensuring accuracy and conformance to approved standards.

Customer Support Associate

Enshored
02.2024 - 03.2024
  • Customer Support for a Corporate Travel Agency
  • Helps clients by managing and optimizing travel arrangements by assisting with booking flights, car rental, trains, hotels and accommodations.
  • Trained in using Amadeus for flights, trains and car rentals. And an account tool for Hotels and accommodations.

Senior Quality Analyst

Tech Mahindra
12.2021 - 10.2023
  • Quality Associate/Senior Quality Analyst for a back-office LOB of a UK Telco Account
  • Performing audits on the agents' handling of client information and processes
  • Providing Daily and Weekly Quality reports for current opportunities and recurring pain points - showing a good overview of the performance of the LOB
  • Providing SBS, floor support and constant communication with Operations to ensure that the SOPs are followed accurately and updates are timely disseminated
  • Locating inconsistencies with the Knowledgebase and working with the client for timely updates
  • Facilitating and joining weekly calibrations with Operations
  • Assisting the client in forming an escalation team for the LOB from training to maturity
  • Senior Quality Analyst for the SMS LOB of the same UK Telco Account
  • Evaluating agent interactions for process accuracy and customer service standards
  • Focusing on low-performing agents for process validation and root-cause analysis and keeping communication with Operations on these agents as necessary
  • Expanding my skills in Quality Assurance by going through regulatory training

Customer Service Representative

Tech Mahindra
09.2020 - 12.2021
  • Data entry and validation for a Logistics Account
  • Maintaining a high degree of accuracy when processing shipment data for 5 VIP accounts, each with a process specific only to said VIP account
  • Quality and Productivity POC experience
  • Verification and correction of data already processed by my team and other teams for accuracy
  • Monitoring of attendance and hourly productivity

Business Consultant

ePerformax Contact Centers and BPO
02.2015 - 08.2020
  • Buy/Sell Email Consultant for an E-commerce account
  • Answering email queries about billing, sales and shipping
  • Assisting with site navigation, purchasing items and tracking orders
  • Helping sellers with starting and/or running their businesses on our online selling platform, and making sure that their invoices and account data are accurate
  • Ensuring that excellent customer service is displayed in all customer contacts

Education

Bachelor of Science (B.S.) - Hotel and Restaurant Technology

Eastern Visayas State University
Tacloban, Leyte

Skills

    Quality and Root-Cause Analysis

    Detail Orientation

    Resource Management

    Business level English communication skills

    Computer proficiency

    Online proficiency

    Affinity for learning

    Problem-Solving

    Problem-solving abilities

References

  • Alfredo Roden Jr., 0917 178 7484, ajroden23@gmail.com, Former Quality Manager
  • Johnbe Recabo, 0939 101 3622, lordrokushu@gmail.com, Former Quality Workmate
  • Chanelli Realyn Roman, 0905 553 6272, chanelli.roman24@gmail.com, Former Quality Supervisor
  • Darlene Marie Avila, 0915 495 5761, darlenemavila@gmail.com, Former Quality Workmate

Timeline

Insurance Underwriter

EXL
05.2024 - Current

Customer Support Associate

Enshored
02.2024 - 03.2024

Senior Quality Analyst

Tech Mahindra
12.2021 - 10.2023

Customer Service Representative

Tech Mahindra
09.2020 - 12.2021

Business Consultant

ePerformax Contact Centers and BPO
02.2015 - 08.2020

Bachelor of Science (B.S.) - Hotel and Restaurant Technology

Eastern Visayas State University

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Daryl Jose BraoData Entry Specialist