DURVIN AGUILAR PASALUDOS
San Pedro
Summary
Versatile professional with extensive experience in customer service, quality analysis, and data privacy across global platforms such as Google Cloud and BDO. Skilled in process improvement, compliance, and team support, with a strong track record in driving customer satisfaction and operational excellence. Known for adaptability, analytical thinking, and effective cross-functional collaboration.
Overview
11
11
years of professional experience
Work History
Junior Assistant Manager In House Voice Officer
BDO Unibank
12.2023 - 07.2024
- Handles issues and concerns to establish complaint resolution, standards and processes
Data Privacy and Security Officer
Telus International Philippines
09.2021 - 11.2023
- Company Overview: Google Cloud Platform and Workspace
- Secures premises and personnel by patrolling the property
- Investigates security breaches, incidents and other behaviors that would compromise the program
- Completes reports on a weekly basis including compliance reports if needed
- Conducts (NHO) New Hire Orientations for the Privacy and Security of the Program and the Company
- Google Cloud Platform and Workspace
Customer Experience Analyst (Quality Analyst)
Google Cloud Platform
03.2019 - 09.2021
- Transaction Monitoring - Monitors and audits transactions performed by CSRs against internal and/or external quality assurance requirements to deliver excellent customer experience
- Ensures that transaction monitoring goals requirements are met
- This monitoring should lead to relevant findings that will impact business needs
- Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, etc.) for the account by retrieving and updating the respective files and data
- Maintains the files updated for accurate analysis and process improvement / innovation
- Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics
- Highlights areas for improving immediate necessities, and overall strengths impacting customer experience
- Creates effective recommendations to drive account performance
- Flagging behaviors - Investigates customer complaints and/or non-compliance to Customer Experience standards
- Recommends corrective actions in accordance with applicable company policies
- Issues Incident Reports to the Team Leaders for red flag CSR behaviors and compliance requirements observed during transaction monitoring
- Performs further deep dive of other relevant data when necessary
- Calibrations and Call Listening - Prepares in advance to analyze calibration material, and ensures compliance with deadlines
Cloud Billing Specialist (CSR)
Google Cloud Platform
09.2018 - 03.2019
- Assists customers in providing details about bills and data of their cloud platform applications and accounts
Technical Service Senior Reports Analyst
ADP Philippines, Inc.
10.2016 - 08.2017
- Assists in creating and troubleshooting data reports sent to clients that are mandated by government to submit such as Tax filing Reports, Payroll Reports, Benefit Reports and Time Card Reports
Technical Service Analyst
ADP Philippines, Inc.
01.2016 - 10.2016
- Assists and troubleshoots Homepage Portal customization including uploading company logo, files, content items, custom themes, adding smartlinks
- Configures security groups and company directory, creating new hire and verification events simple to complex workflows (changing/deleting workflow paths, workgroups, membership rules, etc), and Support Center walk-through
- Provides Security Management support such as: Self-Service Registration, Client ID, New User, Login-issues, Identity Verification and reports
- Helps in Administrator Access related concerns (issuance, resetting passwords, downloading, and troubleshooting installation issues)
- Assists in Secured email management including password resets and account deletion and registration
- Provides support on hardware, software and internet-based issues as needed to attend online ADP product classes
Assistance Queue Specialist (AQ)
CONVERGYS PHILIPPINES
07.2014 - 03.2015
- Provides real time assistance thru floor walking and taking escalated calls
- Gives on the spot advice on call handling so as to improve customer satisfaction
- Provides assistance
Employee Engagement Champion
08.2013 - 03.2015
- Spearheaded several company events and participated in planning & execution of company events and programs which will drive engagement among employees, thus greatly increases their company satisfaction and performance
Customer Service Specialist
DirecTV
06.2013 - 07.2014
- Provides exemplary customer service on every call by ensuring issue resolution and customer satisfaction in line with the program's quality targets and guidelines
- Included in the Stellar Team for the FCR Project
Education
Advanced Hotel and Restaurant Management -
DATAMEX INSTITUTE OF COMPUTER TECHNOLOGY
San Pedro, Laguna04.2013
Bachelor - Hotel and Restaurant Management
LYCEUM OF THE PHILIPPINES UNIVERSITY
03.2011
Skills
- Leadership qualities
- Staff training and development
- Recruitment and hiring
- Task delegation
- Meeting facilitation
- Employee engagement
- Time management
- Team collaboration
- Team leadership
- Strategic thinking
- Verbal and written communication
- Scheduling and planning
- Workplace safety compliance
- Employee supervision
- Coaching and mentoring
Disclaimer
I hereby declare that all above stated information are precise and true to the best of my knowledge.
Timeline
Junior Assistant Manager In House Voice Officer
BDO Unibank
12.2023 - 07.2024
Data Privacy and Security Officer
Telus International Philippines
09.2021 - 11.2023
Customer Experience Analyst (Quality Analyst)
Google Cloud Platform
03.2019 - 09.2021
Cloud Billing Specialist (CSR)
Google Cloud Platform
09.2018 - 03.2019
Technical Service Senior Reports Analyst
ADP Philippines, Inc.
10.2016 - 08.2017
Technical Service Analyst
ADP Philippines, Inc.
01.2016 - 10.2016
Assistance Queue Specialist (AQ)
CONVERGYS PHILIPPINES
07.2014 - 03.2015
Employee Engagement Champion
08.2013 - 03.2015
Customer Service Specialist
DirecTV
06.2013 - 07.2014
Bachelor - Hotel and Restaurant Management
LYCEUM OF THE PHILIPPINES UNIVERSITY
Advanced Hotel and Restaurant Management -
DATAMEX INSTITUTE OF COMPUTER TECHNOLOGY
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