Lucita Jasmin
Quality Assurance Administrator
Makati City, Metro Manila
Summary
Adept at risk analysis and fostering team collaboration, I significantly enhanced process efficiencies and reduced defect rates at Wells Fargo Bank NA. Leveraging strong attention to detail and adaptability, I led successful audits and improved customer satisfaction, demonstrating a robust work ethic and problem-solving skills.
Overview
22
22
years of professional experience
Work History
Quality Assurance Administrator
Wells Fargo Bank NA
04.2023 - Current
- Played an integral role in successful audits by maintaining detailed records of all Quality Assurance activities to demonstrate compliance with industry regulations and standards.
- Reduced defect rates by promptly addressing issues found through meticulous attention to detail during testing phases.
- Facilitated Business Process Tune Up in partnership with Line of Business Knowledge Pillar to ensure that the team are calibrated in terms of the process and procedure to minimize common mark downs.
- Coordinated issue resolution efforts by working closely with development and support teams, ensuring timely and effective handling of any identified problems.
- Conducted root cause analysis on recurring defects, leading to targeted improvements in processes and systems that reduced future occurrences significantly.
Customer Success Specialist
Wells Fargo Bank, N.A.
11.2021 - 04.2023
- Team Captain
- Responsible for Coaches Deployment to ensure all new hire team members are being covered in getting all the support that they need.
- CTC Master
- Responsible for preparing newly promoted coaches for their certification before supporting new hire team members.
- New Hire POC
- Making sure that we and the training team is aligned with the information that’s being discussed to the new hire.
- Taking in Phone calls for new hires to do a side-by-side call listening for them to be familiarize with the call flow.
- Doing Calibration for common errors to avoid being mark down that may affect their score/performance.
- Planning day to day game plan, real time execution of the action plans and submitting End of day Report.
- Production Team Support
- Providing real time support, updating hourly team performance.
Phone Banker II
Wells Fargo Bank, N.A.
05.2016 - 10.2021
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Increased customer satisfaction by promptly addressing inquiries and resolving issues in a timely manner.
- Contributed to a culture of continuous improvement by regularly providing feedback and suggestions for enhancing phone banking processes and customer interactions.
- Participated in ongoing training opportunities to stay current on industry trends, product offerings, and regulatory requirements for better client support.
- Handled sensitive personal and financial information with discretion, ensuring the privacy of clients at all times.
- Demonstrated adaptability by quickly learning new systems or procedures as required to maintain consistent performance in a dynamic industry environment.
- Monitored and verified suspicious activity on customer accounts.
Operations Supervisor
Teleperformance Philippines
07.2015 - 04.2016
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
Customer Service Representative
Teleperformance Philippines
06.2014 - 07.2015
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
Telesales Representative
Teleperformance Philippines
08.2008 - 04.2014
- Reduced call handling time by quickly resolving customer issues and addressing concerns professionally.
- Expanded client base through proactive prospecting and building strong relationships with potential customers.
- Optimized productivity levels, setting personal goals for daily calls made and deals closed successfully.
- Overcame objections using friendly, persuasive strategies.
- Increased sales by effectively identifying customer needs and presenting tailored solutions.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries.
- Improved product knowledge, attending regular training sessions and staying updated on industry trends.
- Minimized lost sales opportunities, following up on leads promptly and maintaining open lines of communication with prospects.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Built relationships with customers using strong persuasion and active listening skills.
- Educated customers on product and service benefits, explaining features and answering questions.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
Counter Crew
Red Ribbon Bakeshop
08.2007 - 02.2008
- Assisted in training new employees, sharing best practices to optimize their skills and performance.
- Maintained a clean and organized workspace, promoting a positive environment for customers and coworkers alike.
- Enhanced customer satisfaction by providing timely and accurate order fulfillment.
- Contributed to a welcoming atmosphere for patrons through friendly interactions and prompt assistance.
- Consistently received positive feedback from management regarding punctuality, professionalism, teamwork abilities.
- Adhered to strict health and safety guidelines, safeguarding the well-being of all guests.
- Set up counter displays for maximum visual appeal, enticing customers with attractive product presentations.
- Kept kitchen, counter and dining areas cleaned and sanitized.
- Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
- Accurately operated cash register to process customer payments.
- Replenished serving stations with fresh food and cleaned up spills.
- Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
Cashier
Leco Foods Corporation (Bakers Fair)
02.2006 - 07.2006
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Welcomed customers and helped determine their needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Sales Clerk
Feliche Marketing Corporation
04.2004 - 10.2004
- Assisted in organizing store displays for maximum visibility and attractiveness to potential buyers.
- Maintained a clean, organized sales floor to promote a pleasant shopping experience for customers.
- Developed strong relationships with customers, driving repeat business and loyalty.
- Kept front check out area clean and organized for efficient service.
Service Crew
Burger Machine Inc
04.2002 - 12.2002
- Enhanced customer satisfaction by providing efficient and friendly service.
- Prepared food items accurately and quickly, adhering to strict food safety guidelines.
- Developed strong multitasking abilities while managing multiple responsibilities simultaneously during high-pressure situations.
- Maintained a clean and organized work environment for improved customer experiences.
Education
2nd Year-Undergraduate - Associate in Computer Engineering
EARIST
Nagtahan Sampaloc, Manila 04.2001 -
Skills
Risk Analysis and Mitigation
Attention to Detail
Employee Training
Team Collaboration
Adaptability and Flexibility
Decision-Making
Strong Work Ethic
Customer Service
Teamwork and Collaboration
Problem-Solving
Timeline
Quality Assurance Administrator
Wells Fargo Bank NA
04.2023 - Current
Customer Success Specialist
Wells Fargo Bank, N.A.
11.2021 - 04.2023
Phone Banker II
Wells Fargo Bank, N.A.
05.2016 - 10.2021
Operations Supervisor
Teleperformance Philippines
07.2015 - 04.2016
Customer Service Representative
Teleperformance Philippines
06.2014 - 07.2015
Telesales Representative
Teleperformance Philippines
08.2008 - 04.2014
Counter Crew
Red Ribbon Bakeshop
08.2007 - 02.2008
Cashier
Leco Foods Corporation (Bakers Fair)
02.2006 - 07.2006
Sales Clerk
Feliche Marketing Corporation
04.2004 - 10.2004
Service Crew
Burger Machine Inc
04.2002 - 12.2002
2nd Year-Undergraduate - Associate in Computer Engineering
EARIST
04.2001 -
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