Fenessa Janelle Rosario
Pasig City
Summary
Results-driven Quality Assurance Specialist with 14 years of experience in the BPO sector, specializing in sales, telemarketing, administration, and process analysis. Expertise in monitoring performance metrics, identifying process gaps, and implementing strategic improvements to elevate service quality and ensure compliance. Strong collaborator committed to fostering accuracy, consistency, and operational excellence across teams. Proven ability to drive initiatives that enhance overall performance and customer satisfaction.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Sales Administrative Assistant/QA Specialist
FoodbyUs
04.2023 - 09.2025
- Served as a subject matter expert (SME) for process-related inquiries, providing guidance and support to colleagues as needed.
- Conducted regular process audits to identify inefficiencies and recommend corrective actions for continuous improvement.
- Streamlined team communication, enhancing project coordination and ensuring timely task completion.
- Led monthly calibration sessions for the Line of Business (LOB) to align quality standards and improve process consistency.
- Prepared weekly reports to support root cause analysis of process failures, driving the implementation of preventive and corrective measures.
- Coached and guided agents in identifying performance gaps and opportunities for professional growth.
- Collaborated with the Australia-based Sales Team to analyze new qualitative and quantitative leads, supporting business growth initiatives.
- Utilized and managed Google Sheets as a key tool and database for lead scraping, data management, and price comparison.
- Conducted competitive price analysis between FoodByUs suppliers and competitors to help Sales Representatives negotiate better pricing for buyers.
- Scraped, cleaned, and managed large datasets containing thousands of data points to ensure data accuracy and usability.
- Oversaw data processes, including product mapping, categorization, and data validation, to maintain database integrity.
- Performed invoice management tasks, including payment reconciliation and balance verification, ensuring financial accuracy.
B2B Telemarketer/Administrative Assistant.
EUROPE INVESTORS DIRECT AB PHILS REPRESENTATIVE OFFICE
08.2019 - 03.2022
- Introducing services to stock listed companies in Asia Pacific (Singapore,Korea,Malaysia,Taiwan,Hongkong and Indonesia).
- Research and identify new opportunities on their website.
- Gather necessary lead information for prospect clients.
- Follow up with clients via telephone or email following initial B2B contact.
- Secure appointments for Account Managers.
- Contacting current and potIdentified new business opportunities by researching stock-listed companies, generating high-quality leads for Account Managers.
- Conducted outbound calls and email campaigns, securing appointments and nurturing client relationships across multiple APAC markets.
- Provided client support for Singapore and Korea, collaborating with IT and Account Managers to resolve tool-related issues promptly.
- Managed administrative tasks for the CEO in Singapore and the UK, including scheduling online appointments, client follow-ups, and coordinating contract reviews and signings.
- Collaborated with finance teams to confirm agency payments, reconcile records, and ensure timely financial reporting.
- Streamlined communication between clients, internal departments, and external agencies to enhance operational efficiency and client satisfaction.
- Maintained accurate records of prospects, client interactions, and follow-ups to support strategic business development initiatives.
- Supported the Singapore and Korea markets by responding to tool-related inquiries via email and coordinating issue resolution with IT teams and account managers.
- Conducted outbound telemarketing to reach potential customers and strengthen client engagement.
Customer Success Team
MICROSOURCING INC
09.2016 - 06.2019
- Delivered exceptional support via inbound/outbound calls, chat, and email, ensuring prompt issue resolution.
- Guided hosts and renters on platform usage and policies to enhance user experience.
- Mediated disputes between users, resolving conflicts and maintaining positive relationships.
- Maintained detailed records of interactions to support service improvements and operational efficiency.
Parts Specialist
U.S. AUTO PARTS
09.2013 - 07.2016
- Assist customers from the United States and Canada with inquiries related to auto parts purchases.
- Provide expert advice and resolve issues regarding product selection, compatibility, and order concerns.
- Accurately identify and recommend the correct parts based on each customer's Vehicle Identification Number (VIN).
- Verify stock availability and coordinate order placement to ensure prompt and accurate delivery.
Travel Consultant
WNS GLOBAL SOLUTIONS
04.2011 - 08.2013
- Book new reservations for AVIS and Budget car rentals worldwide, with a primary focus on customers in the United States and Canada.
- Enroll customers in small business accounts, ensuring accurate setup and eligibility.
- Modify existing reservations, including changes to pickup and drop-off locations, dates, and times.
- Respond to customer inquiries regarding rental locations, operating hours, contact details, directions, addresses, and rental policies.
- Escalate or transfer customers to the appropriate department or personnel when issues arise.
- Assist customers in extending rental contracts while ensuring updated billing and rental terms.
Customer Service Representative
DEVINE CARE INCORPORATED
01.2009 - 07.2009
- Handled both inbound and outbound calls using the VICI Dial and HUD systems to promote and support Tawag na Direct and Tawag na Regalo services.
- Marketed Tawag na Direct, a re-loadable long-distance calling service available from the U.S., Canada, Hawaii, and Guam, to new and existing customers.
- Assisted clients with account reloading via IVR, explained updated international calling rates, and guided first-time users on how to make overseas calls.
- Promoted Tawag na Regalo, a gift-giving service from the U.S., Canada, Hawaii, and Guam to the Philippines, by contacting prospective customers and responding to inquiries.
- Processed transactions for gift deliveries, including product selection, pricing, delivery fees, and billing information.
- Provided excellent customer service by addressing inquiries, offering promotions, and ensuring client satisfaction with every interaction.
Education
Bachelor of Science - Tourism
Centro Escolar University
01.2003
Skills
- Experienced with MS Office applications
- Experienced with Google Suite applications
- Quality assessment proficiency
- Problem identification
- Data accuracy verification
- Experience with HubSpot
- Experience with Zendesk
- Trello collaboration tools
- User interface toggle management
- Cross-functional collaboration
- Critical analysis
- Audit processes
- Targeted lead generation
- Data-driven performance assessment
- Caregiver training certification
Certification
Lean Six Sigma - Yellow Belt
Timeline
Sales Administrative Assistant/QA Specialist
FoodbyUs
04.2023 - 09.2025
B2B Telemarketer/Administrative Assistant.
EUROPE INVESTORS DIRECT AB PHILS REPRESENTATIVE OFFICE
08.2019 - 03.2022
Customer Success Team
MICROSOURCING INC
09.2016 - 06.2019
Parts Specialist
U.S. AUTO PARTS
09.2013 - 07.2016
Travel Consultant
WNS GLOBAL SOLUTIONS
04.2011 - 08.2013
Customer Service Representative
DEVINE CARE INCORPORATED
01.2009 - 07.2009
Bachelor of Science - Tourism
Centro Escolar University