Photography
Kelvin Jay Adigue
Customer Service Representative, Quality Assurance Analyst
Dumaguete City
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Knowledgeable and dedicated customer service professional with extensive experience in BPO industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
Work History
Quality Assurance Analyst
Qualfon Philippines Incorporated
Dumaguete City
02.2022 - 02.2023
- Created and achieved call quality objectives and met quality specifications.
- Adhered to standardized software quality assurance best practices, policies and processes.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Fixed identified issues to increase productivity and boost workflows.
- Reviewed public-facing information for accuracy, relevancy and timeliness as desired by leadership.
- Able to work with assigned task list per day
- Handles 2 teams with maximum 40 agents
- Participates in design of call monitoring formats and quality standards
- Performs call monitoring and provides trend data to site management team
- Uses quality monitoring data management system to compile and track performance at team and individual level
- Participates in customer and client listening programs to identify customer needs and expectations
- Prepares and analyzes internal and external quality reports for management staff review
Customer Service Representative
Qualfon Philippines Incorporated
Dumaguete City
08.2016 - 02.2022
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Able to work on multiple billing for customer account management
- Managed 60 calls daily, ensuring a positive customer experience during the whole call journey and an average net promoter score of 9.
- Technical Support
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
Cashier and Senior Cashier
Jollibee Freemont Foods Corporation
Dumaguete City
03.2015 - 07.2016
- Restocked and organized merchandise in front lanes.
- Addressed customer needs and made product recommendations to increase sales.
- Welcomed customers and helped determine their needs.
- Greeted customers entering store and responded promptly to customer needs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Built relationships with customers to encourage repeat business.
- Used POS system to enter orders, process payments and issue receipts.
Education
No Degree - High School
Alegria National High School
Alegria Northern Samar Philippines 04.2001 -
Bachelor of Science - Computer Science And Programming
Negros Oriental State University
Capitol Area, Kagawasan Avenue, Dumaguete, 6200 Ne 06.2016 - Current
Skills
Strong communication skills in oral and written
Quality assurance
Data analysis
Technical Support
Call monitoring
Service standard compliance
Strong communication skills in oral and written
Active listening skills and Problem-solving skills
Team Lead
Able to multitask and manage time effectively
Interests
Travel
Sports
Making and Listening to Music
Hobbies
I like to travel a lot with my motorcycle without any destination. This will help my recharge and connect with nature. Not to be overly romantic but you simply feel more connected with nature on a motorbike. Wind, heavy rain, scorching sun, bumps in the road, animals … In one word: traveling by motorcycle is “intense”.
Timeline
Quality Assurance Analyst
Qualfon Philippines Incorporated
02.2022 - 02.2023
Customer Service Representative
Qualfon Philippines Incorporated
08.2016 - 02.2022
Bachelor of Science - Computer Science And Programming
Negros Oriental State University
06.2016 - Current
Cashier and Senior Cashier
Jollibee Freemont Foods Corporation
03.2015 - 07.2016
No Degree - High School
Alegria National High School
04.2001 -