Diligent Customer Service Specialist with strong background in billing and collections. Successfully managed accounts receivable processes, ensuring timely payments and resolving discrepancies. Demonstrated expertise in financial reconciliation and customer relations.
Hi, I’m
Karen Padilla
Quality Assurance Analyst/Customer Service/Sales Specialist
Cebu City
Summary
Overview
16
years of professional experience
4
years of post-secondary education
2
Languages
Work History
Cameron Real Estate Group
Quality Assurance Analyst
03.2022 - 06.2025
Job overview
- Audited calls, SMS, and email communications to ensure adherence to quality standards.
- Participated in calibration sessions with operations and program leaders to ensure consistent scoring.
- Reported evaluation results and quality trends to business stakeholders, including management and ownership.
- Maintained QA documentation, spreadsheets, and tracking tools to support organizational efficiency.
Virtual Staffing Solutions OPC
Quality Analyst
01.2021 - 12.2021
Job overview
- Audited communications for multiple sales accounts, including healthcare and finance.
- Delivered rapid-fire coaching sessions and supported process improvements through feedback loops.
- Attended leadership-level quality reviews and led QA talks with sales teams.
Author Solutions Philippines Inc.
Publishing Consultant
09.2019 - 04.2020
Job overview
- Guided authors in selecting publishing and marketing options based on their goals.
- Managed CRM records and maintained consistent client follow-through.
- Awarded Top Rookie Q4 2019 for exceeding performance targets.
Convergys Philippines
Customer Service, Escalations Manager & Supervisor
07.2012 - 10.2017
Job overview
- Managed critical escalations for a U.S. telecom client, resolving high-impact customer concerns.
- Supervised 15 agents and took over complex calls to maintain customer satisfaction.
- Onboarded and mentored escalation managers while leading investigations to avoid executive complaints.
Aegis People Support
Retention & Sales Specialist
10.2010 - 01.2012
Job overview
- Advised customers on service retention for U.S. credit monitoring services.
- Balanced service problem-solving with upselling to improve retention and satisfaction.
APAC Customer Services Inc.
Listener Care Representative
08.2009 - 08.2010
Job overview
- Provided subscription setup, billing support, and troubleshooting for radio streaming clients.
Education
STI College
Bachelor’s from Information Technology
01.2005 - 01.2009
University Overview
Skills
Google Workspace
undefinedTimeline
Quality Assurance Analyst
Cameron Real Estate Group
03.2022 - 06.2025
Quality Analyst
Virtual Staffing Solutions OPC
01.2021 - 12.2021
Publishing Consultant
Author Solutions Philippines Inc.
09.2019 - 04.2020
Customer Service, Escalations Manager & Supervisor
Convergys Philippines
07.2012 - 10.2017
Retention & Sales Specialist
Aegis People Support
10.2010 - 01.2012
Listener Care Representative
APAC Customer Services Inc.
08.2009 - 08.2010
STI College
Bachelor’s from Information Technology
01.2005 - 01.2009
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