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
11th FLR., DFC Building, SP Dacudao Loop, Agdao
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
5th FLR., DFC Building, SP Dacudao Loop, Agdao
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
5th FLR., DFC Building, SP Dacudao Loop, Agdao
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 -