Kristine Mae Villanueva
Calamba Misamis Occidental
Summary
Dynamic Quality Assurance Analyst with a proven track record at Synchrony, excelling in manual testing and regulatory compliance. Adept at enhancing customer service through call analysis and performance monitoring, fostering a culture of teamwork and continuous improvement. Recognized for developing impactful training programs that elevate team performance and customer satisfaction.
Overview
13
13
years of professional experience
Work History
Quality Assurance Analyst
Synchrony
Alabang Muntinlupa
01.2014 - 01.2025
- Analysed call recordings to identify areas of improvement in customer service delivery.
- Monitored compliance with regulatory requirements and company policies during customer interactions.
- Facilitated calibration sessions to align quality assessments across different evaluators.
- Promoted a customer-centric culture within the call centre, encouraging empathy and patience in all interactions.
- Assessed recorded conversations to ensure staff followed company procedures throughout calls.
- Evaluated recordings to recommend improvements to sales techniques, scripts and negotiation.
- Provided support and guidance to new auditors, fostering a team-oriented atmosphere focused on quality and integrity.
- Developed, documented, and executed manual tests for web-based applications.
- Created comprehensive test cases based on technical specifications or customer requests.
- Prepared reports detailing overall project progress according to established timelines.
- Assisted other members of the QA team in identifying areas for improvement in processes and procedures.
- Used quality monitoring system to compile and track individual and team performance.
- Developed process improvements to enhance overall data quality.
Customer Service Representative
Convergys
Alabang Muntinlupa
01.2013 - 12.2013
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided exceptional customer service to ensure customer satisfaction.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained a high level of professionalism when dealing with difficult customers.
- Conducted regular follow-up calls with customers after resolving their issues.
Sales Representative
Teleperformance
Alabang Muntinlupa
01.2012 - 12.2012
- Tailored communication style to suit diverse customer base, building rapport and trust through personalised interactions.
- Facilitated seamless communication between sales and customer service teams to address customer needs promptly.
- Practised upsell and cross-sell promotions to gain leads and increase profits.
- Educated customers on how to use products or services by providing demonstrations and presentations.
- Informed customers of promotions and special offers to increase sales and revenue.
- Provided after-sales support, including troubleshooting and advice, to ensure customer satisfaction and loyalty.
- Exceeded quota and metrics by offering value and relevance to customers, increasing satisfaction.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Evaluated customer preferences and needs to establish productive and long lasting relationships.
- Negotiated contracts and terms with clients, securing long-term business relationships and repeat sales.
- Organised and maintained the customer database with up-to-date information for personalised service delivery.
- Performed regular follow-ups with prospects to close deals in a timely manner.
Education
Bachelor of Science - Nursing
Medina College
Ozamiz City Misamis Occidental03-2010
Skills
- Quality assurance
- Manual testing
- Test case development
- Regulatory compliance
- Customer service
- Process improvement
- Data analysis
- Team collaboration
- Performance monitoring
- Reporting skills
- Call analysis
- Calibration sessions
- Technical support
- Feedback collection
- Training and development
- Mentoring and training
- Results and Deadline-driven
- Process implementation
- Task prioritization
- Team building
- Issue resolution
- Quality processes
- Collaboration and communication
- Analytical thinking
- Verbal and written communication
- Written communication
- Teamwork
Accomplishments
- Top Performer
- Voice of the Customer Award
- QCAL CHAMP
- Best in QCAL
- Best in CCT
- Overall Top Performer
References
References available upon request.
Timeline
Quality Assurance Analyst
Synchrony
01.2014 - 01.2025
Customer Service Representative
Convergys
01.2013 - 12.2013
Sales Representative
Teleperformance
01.2012 - 12.2012
Bachelor of Science - Nursing
Medina College