KENN MAANGUE
Quality Analyst
Lapu Lapu,Cebu
Summary
Results-driven Quality Analyst with over 1 year of experience in analyzing processes, identifying areas for improvement, and implementing effective quality control measures. Proven ability to streamline operations, enhance productivity, and ensure compliance with industry standards. Seeking to leverage analytical skills and attention to detail in a challenging role at your company to contribute to continuous improvement and organizational success.
Overview
8
8
years of professional experience
Work History
QUALITY ANALYST
Manulife - Group Insurance & Bank
02.2023 - Current
- Identified areas of improvement for agents through thorough analysis of recorded calls.
- Conducted regular calibration sessions with peers and supervisors to ensure consistency in evaluation standards and scoring methodologies.
- Completed root cause analyses for recurring issues identified during the QA process, leading to more efficient problem-solving methods within the organization.
- Developed comprehensive reports on agent performance, contributing to staff training and development initiatives.
- Ensured adherence to company policies and procedures during customer interactions, maintaining a high level of compliance within the call center.
CUSTOMER SERVICE SENIOR ANALYST
Manulife Bank & Trust
7 2021 - 1 2023
- Respond to basic inquiries regarding procedures, policies and bank programs, balance, check verification, deposits, stop payments and lost and stolen debit cards.
- Perform maintenance requests received by phone or email for check re-orders, basic loan maintenance, Debit/ATM PIN resets, loan payments, change of addresses, close accounts, account transfers, and Line Of Credit advances.
- Continuously sought opportunities for professional development and stayed current with industry trends to enhance job performance.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Maintained up-to-date knowledge of product and service changes.
CUSTOMER SERVICE PROFESSIONAL
Manulife Group Benefits Insurance
01.2019 - 07.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Established trust with customers through transparent communication, providing honest assessments of situations and setting realistic expectations for resolution timelines.
- Participated in ongoing professional development programs to stay current on emerging technologies, tools, and techniques within the field of customer service.
- Surpassed performance goals by approaching interactions with resourcefulness, organization, and customer-centric solutions.
- Optimized internal processes through regular review of workflows, proposing improvements that led to increased productivity while maintaining a high level of service quality.
BILLING & SALES REPRESENTATIVE
Ibex Global - AT&T
02.2016 - 03.2018
- Remain proficient in explaining customer bills as well as managing billing, rate plan and feature matters for one or more products or services
- Efficiently navigate between multiple systems to resolve complex customer concerns as it relates to one or more products or services
- Uncover customer wants, interests and needs in each customer interaction to effectively save the product and offer additional products and services
- Handle customer requests for payments, activations, upgrades and other services
- Use an empathetic ear to deliver strong conflict resolution and relationship building skills to retain valued customers.
Education
Diploma - Information Technology
North Point College of Arts And Technology
Skills
Excellent English communication skills
Strong critical thinking skills
Strong analytical and problem solving skills
Highly-efficient organizational skills
Exceptional time management skills
Digital literacy
Proficient in Microsoft office programs, Google workspace, and GSuite
Proficient in Windows OS
Salesforce
Jira service desk
Service Now
Zendesk
Data entry
Point of sale
Inbound/Outbound calls
Wordpress site development
Email Management
PowerBi
Bank Retail and Business
Bank Investment
Loans and Mortgages
Healthcare / Dentalcare
Telecommunications
Quality Improvement
Continuous Improvement
Audit processes
Quality processes
Data Analysis
Correction action planning
Data Validation
Risk Assessment