Summary
Overview
Work History
Education
Skills
Interests
Hobbies
Timeline
Generic
Kelvin Jay Adigue

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

Interests

Photography

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 -
Kelvin Jay AdigueCustomer Service Representative, Quality Assurance Analyst