Summary
Overview
Work History
Education
Skills
Timeline
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John Michael Saltore

John Michael Saltore

CSR/Chat Support/SME/QA
Sibulan, Province of Negros Oriental

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.

Overview

2
2
years of professional experience

Work History

Quality Analyst

QUALFON
04.2024 - Current
  • Conducted regular calibration sessions with peers and supervisors to ensure consistency in evaluation standards and scoring methodologies.
  • Reduced average handling time by coaching agents on effective communication techniques and problem-solving strategies.
  • Reviewed internal systems and organized training plans to address areas in need of improvement.

Subject Matter Expert

QUALFON
11.2023 - 03.2024
  • Generated reports detailing findings and recommendations.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Helped meet changing demands by recommending improvements to business systems or procedures.

Chat Support Representative

QUALFON
07.2023 - 10.2023
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Sought ways to improve processes and services provided.
  • Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
  • Cultivated relationships with new customers and maintained good partnerships with existing clients.
  • Responded to customer inquiries and provided accurate information about products and services via live chat.
  • Investigated and resolved customer inquiries and complaints quickly.

Call Center Representative

QUALFON
05.2022 - 06.2023
  • Promptly responded to inquiries and requests from prospective customers.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Boosted customer service satisfaction ratings through consistent quality control.

Education

High School Diploma -

Silliman University
Dumaguete, Philippines
04.2001 -

Skills

Teamwork and Positive Attitude

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Timeline

Quality Analyst

QUALFON
04.2024 - Current

Subject Matter Expert

QUALFON
11.2023 - 03.2024

Chat Support Representative

QUALFON
07.2023 - 10.2023

Call Center Representative

QUALFON
05.2022 - 06.2023

High School Diploma -

Silliman University
04.2001 -

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John Michael SaltoreCSR/Chat Support/SME/QA