Debbie Fernandez
Customer Service Representative
Davao City,Davao del Sur
Summary
Motivated by a desire for excellence and a strong foundation in content moderation and quality analysis. Using machine learning and diligent data analysis to increase operational efficiency and customer happiness. The collaborative approach and problem-solving abilities have regularly resulted in enhanced procedures and resolved client issues, showcasing dedication to continual improvement and outstanding service.
Overview
6
6
years of professional experience
Work History
Content Moderator
Concentrix Philippines
Davao City
08.2022 - Current
- Implemented machine learning algorithms to refine segmentation models and image interpretation, resulting in more precise targeting efforts.
- An exhaustive performance evaluation on different datasets is presented, which can help researchers to follow the state-of-the-art.
- Managing 150 samples a day that involves labeling pixels of images with classes and instances, which is one of the pivotal technologies in many domains.
Quality Analyst
IQOR Philippines
Davao City
03.2019 - 08.2022
- Conducted thorough root cause analyses on recurring defects at 80 calls a day, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
Customer Service Representative
IQOR Philippines
Davao City
01.2019 - 03.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Taking 50 calls per day from customer service order taking.
Education
Bachelor of Science - Business Administration Finance
University of Mindanao
Bolton St., Poblacion District 04.2001 -
Skills
Attention to Detail Precision
Customer Service
Problem-Solving
Multitasking
Dependable and Responsible
Analytical and Critical Thinking
Collaborative Team Player
Hobbies
I enjoy cooking Filipino foods such as adobo and sinigang.
Timeline
Content Moderator
Concentrix Philippines
08.2022 - Current
Quality Analyst
IQOR Philippines
03.2019 - 08.2022
Customer Service Representative
IQOR Philippines
01.2019 - 03.2019
Bachelor of Science - Business Administration Finance
University of Mindanao
04.2001 -
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