Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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DENISSE NICHOLE UMLAS

Floridablanca

Summary

Results-driven Quality Analyst with a strong background in customer service and quality assurance. Proven track record in driving performance improvements, including a quality initiative that achieved a 90% call quality passing rate. Skilled in call monitoring, root cause analysis, and providing actionable feedback to enhance service delivery, and ensure compliance.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Quality Analyst (Life Insurance)

DXC Technology
Upper Mckinley Taguig
08.2022 - Current
  • Developed 'Go Green Project,' achieving 90% call quality passing rate across teams.
  • Established and updated quality standards aligned with customer expectations and industry benchmarks.
  • Conducted call monitoring and trend analysis using quality management systems to provide actionable feedback.
  • Facilitated call calibration sessions to ensure consistency in customer interactions.
  • Collaborated with teams to develop training materials for service representatives.

General Virtual Assistant

Gry Sinding International, LLC
Remote
12.2024 - 06.2025
  • Managed schedules, appointments, and communications for CEO as Executive Assistant.
  • Handled customer support via Intercom to address client inquiries effectively.
  • Provided remote administrative support utilizing Monday.com for task management.
  • Coordinated emails through Kajabi to streamline communication processes.

Financial Associate

DXC Technology
Upper Mckinley Taguig
01.2019 - 08.2022
  • Analyzed financial activities, delivering recommendations to enhance client reliability and performance.
  • Performed data entry, verifying financial information to maintain accurate records and reports.
  • Collaborated with team members and management to identify opportunities for improving efficiency and productivity.

Education

Bachelor of Science - Accountancy

Manuel Quezon University - Diliman
01.2018

Bachelor of Science - Accounting Technology

Holy Angel University
01.2017

Skills

  • Call monitoring and trend analysis
  • Process improvement and regulatory compliance
  • Attention to detail
  • Data entry and CRM management
  • Email management and appointment scheduling
  • Effective communication

Certification

Certifications & Training: Lean Sigma Yellow Belt Program (Active participation) and Completed Master Trainer Training course.

Languages

Languages: Fluent in English and Filipino.

Timeline

General Virtual Assistant

Gry Sinding International, LLC
12.2024 - 06.2025

Quality Analyst (Life Insurance)

DXC Technology
08.2022 - Current

Financial Associate

DXC Technology
01.2019 - 08.2022

Bachelor of Science - Accountancy

Manuel Quezon University - Diliman

Bachelor of Science - Accounting Technology

Holy Angel University

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DENISSE NICHOLE UMLAS