Summary
Work History
Education
Skills
Timeline
Overview
Awards Recognition
Personal Information
Awards Recognition
Personal Information
Generic
LAURA ASTROLABIO

LAURA ASTROLABIO

Quality Analyst - Strategic Response
Cavite City

Summary

Results-driven Quality Analyst and Escalations Specialist with 8+ years of experience in quality assurance, operations, and customer service within top BPO companies. Proven track record of driving performance improvements, fostering team development, and consistently delivering top-quality service. Recognized for exceptional performance and leadership. Strong technical proficiency and a passion for continuous learning and process optimization.

Work History

Quality Analyst - Unified Escalations - Strategic Response Team

Cognizant Philippines
06.2020 - Current
  • Conducted weekly audits of 600+ Unit IDs for quality compliance
  • Led operations and QA calibrations, improving workflow alignment
  • Initiated client syncs with a strategic question tracker
  • Managed bi-weekly assessments and RCA syncs
  • Delivered agent support and conducted nesting/refresher training
  • Managed escalations and internal classifications
  • Collaborated with policy and enforcement teams
  • Tracked/report trust and safety escalations end-to-end

Scaled Operations - Senior Process Executive

Cognizant Philippines
02.2019 - 06.2020
  • Prevented platform spam and enforced TOS
  • Supported Spam Detection & API policy compliance
  • Conducted detailed data analyses for informed decision-making and proactive problem-solving.
  • Evaluated emerging technologies to identify opportunities, trends and best practices to strengthen business platform and development practices.

Travel Consultant (Front & Back Office)

Interglobe Technologies Philippines
09.2017 - 02.2019
  • Handled travel bookings, documentation, and client support
  • Guided customers in planning local/international trips
  • Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
  • Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
  • Organized trips for individual, family and business travelers.
  • Educated clients on destination-specific considerations such as customs regulations, local attractions, or cultural norms to enhance their overall experience abroad.

Email Support Representative

IBEX Global Philippines
03.2016 - 08.2017
  • Assisted passengers/drivers with fare disputes, ratings, and lost items
  • Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
  • Assisted in reducing response times by creating pre-written responses for frequently asked questions from customers.
  • Assisted customers with product troubleshooting and provided relevant solutions to ensure their needs were met.

Collection Account Specialist

Convergys
08.2015 - 02.2016
  • Resolved delinquent accounts and updated financial records
  • Managed a high volume of inbound customer calls daily while maintaining a professional demeanor under pressure from distressed callers.
  • Collaborated with team members to share best practices, improve performance metrics, and achieve departmental goals.
  • Enhanced customer satisfaction by providing clear explanations of account statuses and resolving disputes professionally.
  • Provided exceptional service to both internal and external customers, maintaining professionalism in challenging situations.

Education

Bachelor of Science - Electronics And Communications Engineering

Technological University of The Philippines
Taguig, Metro Manila, Philippines
06.2010 - 06.2025

Skills

Timeline

Quality Analyst - Unified Escalations - Strategic Response Team

Cognizant Philippines
06.2020 - Current

Scaled Operations - Senior Process Executive

Cognizant Philippines
02.2019 - 06.2020

Travel Consultant (Front & Back Office)

Interglobe Technologies Philippines
09.2017 - 02.2019

Email Support Representative

IBEX Global Philippines
03.2016 - 08.2017

Collection Account Specialist

Convergys
08.2015 - 02.2016

Bachelor of Science - Electronics And Communications Engineering

Technological University of The Philippines
06.2010 - 06.2025

Overview

10
10
years of professional experience
15
15
years of post-secondary education

Awards Recognition

  • Cognizant Philippines, Cognizant High Club Awardee, 2024, Escalations Top Performer (SRT), 03/01/24, 02/01/24, 01/01/24, 12/01/23, 11/01/23, 10/01/23, 09/01/23, 08/01/23, Top Quality Analyst of the Month, 10/01/24, 06/01/22, 05/01/22, 01/01/22, 08/01/21, 10/01/20, Top Performer – Scaled Operations, 04/01/21, 01/01/21, 08/01/20, 01/01/20, 12/01/19, 09/01/19, Rookie of the Quarter, 2019, Finalist – Rookie of the Year, 2020, Total Performer Award, 12/01/19
  • Interglobe Technologies Philippines, Kiwi of the Year, 06/01/18, Back Office Top Performer, 12/01/17, 01/01/18, 03/01/18
  • IBEX Global Philippines, Email Support Top Performer, 11/01/16, 12/01/16, 07/01/17, 08/01/17

Personal Information

  • Place of Birth: Makati City
  • Citizenship: Filipino
  • Date of Birth: 02/19/94
  • Marital Status: Single
  • Religion: Christian

Awards Recognition

Cognizant Philippines

  • Cognizant High Club Awardee (2024)
  • Escalations Top Performer (SRT): Multiple awards from August 2023 to March 2024
  • Top Quality Analyst of the Month: Awarded in October 2024, June 2022, May 2022, January 2022, August 2021, and October 2020
  • Top Performer – Scaled Operations: Awarded from September 2019 to April 2021
  • Rookie of the Quarter (2019)
  • Finalist – Rookie of the Year (2020)
  • Total Performer Award (December 2019)

Interglobe Technologies Philippines

  • Kiwi of the Year (June 2018)
  • Back Office Top Performer: December 2017, January 2018, March 2018

IBEX Global Philippines

  • Email Support Top Performer: Awarded multiple times from November 2016 to August 2017

Personal Information

  • Place of Birth: Makati City
  • Citizenship: Filipino
  • Date of Birth: 02/19/94
  • Marital Status: Single
  • Religion: Christian

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LAURA ASTROLABIOQuality Analyst - Strategic Response