Joyce Olo
Pasig, Metro Manila
Summary
Customer Experience Analyst with strong focus on analyzing customer feedback and improving service processes. Skilled in data analysis, problem-solving, and customer relationship management. Known for team collaboration and adaptability to changing needs. Consistently delivers results and enhances customer satisfaction through strategic insights and effective communication.
Overview
4
4
years of professional experience
Work History
Customer Experience Analyst
Telus International
05.2024 - Current
- Championed internal initiatives aimed at enhancing employee engagement and motivation within the Customer Experience team.
- Analyzed customer feedback to identify trends and make recommendations for process improvements.
- Implemented quality assurance measures to maintain high standards in all aspects of the customer journey.
- Developed training materials to ensure consistent delivery of exceptional customer service across the team.
- Monitored performance metrics to continually assess team effectiveness in delivering outstanding support.
- Provided comprehensive reporting on key customer experience indicators for management review and action planning.
Quality Analyst
Foundever
01.2022 - 05.2024
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
Customer Service Representative
SYKES
08.2021 - 01.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
No Degree - Veterinary Medicine
Central Luzon State University
Nueva EcijaSkills
- Critical thinking
- Analytical mindset
- Quality improvement
- Quality processes
- Customer relations
- Customer journey mapping
- Problem resolution
- Computer proficiency
- Teamwork and collaboration
- Time management
- Attention to detail
Accomplishments
- Achieved compliance improvement by introducing project phoenix that serves as a job aid for customer service representatives
- Certified White Belt in Lean Six Sigma (2024)
- Supervised team of 35 CSRs
- Become the POC for Manila site
- Founded the account's engagement team
Timeline
Customer Experience Analyst
Telus International
05.2024 - Current
Quality Analyst
Foundever
01.2022 - 05.2024
Customer Service Representative
SYKES
08.2021 - 01.2022
No Degree - Veterinary Medicine
Central Luzon State University
Similar Profiles
Stephanie UllianStephanie Ullian
AI Training/Search Result Evaluator and Safety Rate at Telus Digital FKA Telus InternationalAI Training/Search Result Evaluator and Safety Rate at Telus Digital FKA Telus International
Gerald MakohoniukGerald Makohoniuk
SYSTEM ANALYST LEVEL II at TELUS/TELUS INTERNATIONALSYSTEM ANALYST LEVEL II at TELUS/TELUS INTERNATIONAL
Manvitha KManvitha K
TECHNICAL SUPPORT SPECIALIST at Telus InternationalTECHNICAL SUPPORT SPECIALIST at Telus International