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
2024.04 - 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
2023.11 - 2024.03
- 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
2023.07 - 2023.10
- 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
2022.05 - 2023.06
- 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 2001.04 -
Skills
Teamwork and Positive Attitude
Multitasking
Interpersonal Skills
Timeline
Quality Analyst
QUALFON
2024.04 - Current
Subject Matter Expert
QUALFON
2023.11 - 2024.03
Chat Support Representative
QUALFON
2023.07 - 2023.10
Call Center Representative
QUALFON
2022.05 - 2023.06
High School Diploma -
Silliman University
2001.04 -