Kimberly Joyce Magbanua
Quality Analyst / Technical And Customer Service Representative
Montalban
Summary
Three year experience as a Quality Analyst in 2 different pioneering accounts.
Meeting , calibration with the client and production teams, cascading, refreshing
the process and evaluating the emails or calls. Excel in process improvements to
increase efficiency and ensure customer and client satisfaction.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
Senior Quality Evaluator
Concentrix Philippines
Shaw, Mandaluyong Cty
09.2018 - 04.2022
- As Quality Evaluator, key responsibilities are:
- Monitoring and assessing inbound, outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures;
- Participates in design of call monitoring formats and quality standards;
- Uses quality monitoring data management system to compile and track performance at team and individual level;
- Established in customer and client listening programs to identify customer needs and expectations;
- Performed actionable data to various internal support groups as needed;
- Coordinates and facilitates call calibration sessions for call center staff; and
- Provides feedback to team leaders and managers.
- Proved successful working within tight deadlines and fast-paced atmosphere
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Prepared variety of different written communications, reports and documents
- Maintained energy and enthusiasm in fast-paced environment
- Created plans and communicated deadlines to complete projects on time
- Collaborated with team members to achieve target results
Subject Matter Expert
Concentrix Philippines
09.2016 - 09.2018
- As SME, key responsibilities are:
- Understanding, articulates and implements best practices related to email handling and product knowledge of Intuit account and processes to team member;
- Gives expert provides guidance on how resolve agent queries related to customer’s situation and circumstance on given product or process
- Managed over 45 to 60 emails per day
Technical Support Representative
Concentrix Philippines
Shaw, Mandaluyong
03.2015 - 09.2016
- Key responsibilities were:
- Maintains customer relationship by responding to inquiries and documenting actions;
- Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer; and
- Accomplishes customer service and organization mission by completing related results as needed
- And to bring their business back in action by fixing their network and computers in timely manner.
- Managed over 20 calls per day, all resolved and fully documented
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Submitted service tickets for equipment maintenance requests
- Translated complex technical issues into digestible language for non-technical users
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Documented support interactions for future reference
Education
CAREGIVING -
University of Perpetual Help
Molino, Cavite 06.2009 - 01.2010
EDUCATION -
Commonwealth High School
Commonwealth, Quezon City 06.2006 - 04.2009
Skills
Others, Data Entry Skills, Organization, Analyzing Information, Verbal Communicationundefined
Timeline
Senior Quality Evaluator
Concentrix Philippines
09.2018 - 04.2022
Subject Matter Expert
Concentrix Philippines
09.2016 - 09.2018
Technical Support Representative
Concentrix Philippines
03.2015 - 09.2016
CAREGIVING -
University of Perpetual Help
06.2009 - 01.2010
EDUCATION -
Commonwealth High School
06.2006 - 04.2009
Personal Information
Date of Birth:
March 8, 1989
Religion:
Born Again Christian
Marital Status:
Single
Personal Information
Date of Birth:
March 8, 1989
Religion:
Born Again Christian
Marital Status:
Single
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