John Anjo Zabala
San Fernando
Summary
Quality Assurance professional with strong background in ensuring product integrity and compliance. Skilled in identifying system inefficiencies, implementing effective quality control measures, and enhancing operational processes. Known for fostering team collaboration and adapting to evolving project demands while consistently achieving high-quality results. Equipped with analytical skills, attention to detail, and commitment to continuous improvement.
Experienced with troubleshooting technical issues to provide effective resolutions. Utilizes strong customer service skills to ensure client satisfaction and loyalty. Knowledge of various software and hardware systems to efficiently diagnose and solve problems.
Overview
7
7
years of professional experience
Work History
Quality Assurance Specialist
Exacot
Angeles City, Philippines
02.2020 - Current
- Reviewing and evaluating agents' chat interactions
- Helping improve processes
- Facilitating training for rollouts and new updates
- Providing coaching and quality feedback to agents
- Conducting huddles to discuss the strengths and weaknesses of the team partners
- Identifying areas for improvement in agent performance
- Implementing quality assurance measures to ensure high standards
- Collaborating with team members to enhance overall performance
- Analyzing data to track progress and make informed decisions
- Developing and implementing training programs for continuous improvement
Technical Support Representative
Topdata Global IT Solutions
Angeles City, Philippines
07.2018 - 02.2020
- Answered presale queries and confidently sold the benefits of the product
- Troubleshot technical issues and communicated easy-to-follow solutions
- Understood the concerns of canceling customers and used training and skills to retain them
- Escalated customer concerns to the right internal team
- Confidently navigated and maintained customer databases
- Used knowledge base resources to guide customer interactions
- Provided excellent customer service and support
- Collaborated with team members to resolve complex technical issues
- Acted as a subject matter expert for product features and functionalities
Education
Bachelor of Science - Electronics Engineering
Don Honorio Ventura Technological State University
Bacolor, Pampanga03.2017
Skills
- Computer literacy
- Time management
- Microsoft tools
- Communication skills
- Leadership
- Documentation
- Customer service
- Multitasking
- Troubleshooting
Languages
English
Timeline
Quality Assurance Specialist
Exacot
02.2020 - Current
Technical Support Representative
Topdata Global IT Solutions
07.2018 - 02.2020
Bachelor of Science - Electronics Engineering
Don Honorio Ventura Technological State University