Jayvie Balili
Customer Service Representative
Summary
Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans, and scripts. Dedicated to analyzing and resolving defects. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
Work History
Quality Analyst
Iqor
07.2022 - Current
- Implemented and deployed new campaigns and projects with QA team, following company and compliance directions
- Monitored and reported consumer complaints, highlighting trends and triggering action plans for immediate response.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
Customer Service Representative
Iqor
09.2021 - 07.2022
- Addressed customer service inquiries quickly and accurately
- Established warm and friendly rapport whilst interacting with customers by phone and on live chat
- Followed up on customer issues, reaching out to verify satisfaction beyond initial communication.
Associate-CS Phone
Sutherland Global Service
06.2021 - 09.2021
- Investigated and helped resolve collections and billing disputes
- Demonstrated courtesy, respect and patience in dealing with customers to comply with company policies and procedures.
- Answered questions about company offerings with knowledgeable responses about products and services.
Customer Service Representative
Teleperformance
04.2019 - 05.2021
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Built rapport with customers through courteous and professional communications.
Education
Senior High School - Accountancy Business and Management
Holy Cross College of Calinan
Davao City, DASSkills
Multi-taskingCall center experienceProblem-solvingQuality Assurance (QA) controlsLive chat support
Continuous Improvement
Timeline
Quality Analyst
Iqor
07.2022 - Current
Customer Service Representative
Iqor
09.2021 - 07.2022
Associate-CS Phone
Sutherland Global Service
06.2021 - 09.2021
Customer Service Representative
Teleperformance
04.2019 - 05.2021
Senior High School - Accountancy Business and Management
Holy Cross College of Calinan