Josielyn Danoso
Pasay
Summary
Accomplished Quality Assurance Specialist with a robust background in customer service and front office operations. Demonstrated expertise in quality assurance principles, data analysis, and report generation, leading to enhanced customer satisfaction and operational efficiency. Proven track record of implementing continuous improvement initiatives and effectively leading teams towards achieving high standards. Skilled in developing and refining QA metrics, policies, and procedures that drive excellence in service delivery. Seeking to leverage extensive skills and experience to advance quality assurance practices and improve customer service management across diverse organizational settings.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Quality Assurance Specialist
iConnect Convergence Inc
Metro Manila, Philippines
12.2015 - 11.2024
- Handled and led coaching sessions for 32-35 agents on quality protocols, improving overall team competency
- Engaged in continuous improvement projects, leading efforts to enhance service quality and customer satisfaction
- Led cross-functional teams, improving project delivery
- Provided training as applicable to address deficiencies identified during the evaluation
- Developed and implemented corrective action plans to address quality non-conformances promptly
Quality Assurance Specialist
Sky Cable Corporation
Metro Manila, Philippines
10.2009 - 11.2015
- Reviewed, recommended and developed QA Metrics, policies and procedures in accordance with company standard
- Handled the task of call monitoring, coaching and Customer Survey Assessment Test
- Delivered weekly and monthly performance reports
- Investigate customer complaints
- Identify training needs and recommendations to improve customer experience
Front Office Representative
Sky Cable Corporation
Metro Manila, Philippines
09.2004 - 09.2009
- Promptly responded to all account inquiries and requests from clients via walk in
- Delivered polite, professional customer service to enhance business reputation through positive first impressions
- Built customer loyalty by placing follow up calls for customers who reported service issues
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
Customer Care Associate
Sky Cable Corporation
Metro Manila, Philippines
08.2003 - 08.2004
- Managed inbound and outbound customer service calls, effectively resolving queries and complaints to enhance customer satisfaction
- Acted as a point of escalation for complex customer service issues, demonstrating problem-solving skills and patience
- Facilitated swift resolution of customer issues by liaising with relevant departments, improving service efficiency
- Provided detailed product information and assistance, helping customers make informed purchasing decisions
Education
BACHELOR OF ARTS - MASS COMMUNICATION
Far Eastern University
Manila2002
Skills
- Quality Assurance Focus
- Data Analysis
- Report Generation
- Team Leadership and Development
- Continuous Improvement Drive
Certification
- ASQ Certified Lean White Six Sigma, MF Operational Excellence, 09/25/24
Timeline
Quality Assurance Specialist
iConnect Convergence Inc
12.2015 - 11.2024
Quality Assurance Specialist
Sky Cable Corporation
10.2009 - 11.2015
Front Office Representative
Sky Cable Corporation
09.2004 - 09.2009
Customer Care Associate
Sky Cable Corporation
08.2003 - 08.2004
BACHELOR OF ARTS - MASS COMMUNICATION
Far Eastern University