Lealyn Lindog
Taguig
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Quality Analyst - Content Moderation - Twitter
Cognizant Technology Solutions, CTS
03.2020 - 05.2024
- Assigned to handle Child exploitation, Abuse, Hateful conduct, Non-consensual Nudity, IRGS- sexual services, Violent Threat, Posting private Information, encouraging Self-harm, Moment of Death, Drugs with 2-3 strike policy and Direct Messages for firs person reports.
- Led root cause analysis initiatives that resulted in significant reduction in recurring defects.
- Improved team efficiency with introduction of automation tools for repetitive testing tasks.
- Reduced time to market, carefully coordinating with development teams to prioritize critical fixes.
- Evaluated vendor performance by conducting regular audits, ensuring adherence to established quality standards and requirements.
- Supported the successful launch of new products by contributing expertise in defining quality specifications during the development phase.
- Facilitating weekly office hour, discussing the top areas of opportunity of the agent, audit agents case, coach for opportunities, reporting to client regarding policy development, data gathering and managing the tool error opportunities.
- Led quality assurance teams in high-stakes projects, maintaining focus on deliverables under tight deadlines.
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
- Promoted a culture of continuous improvement by encouraging team members to share ideas for enhancing the quality of customer interactions.
- Assisted in the recruitment process by creating job descriptions, screening candidates, conducting interviews, and making recommendations based on skill sets relevant to service quality analysis roles.
- Monitored trends in customer feedback data, proactively addressing issues before they escalated into larger problems.
- Identified top-performing agents for recognition, utilizing comprehensive performance tracking systems and metrics analysis.
- Enhanced customer satisfaction by analyzing service quality metrics and identifying areas for improvement.
- Gathered, documented, and modeled data to assess business trends.
- Doing RCA for client escalations and provide coaching opportunities/Triad with Team lead and agent.
- Evaluated current processes to develop improvement plans.
- Collaborated with management to develop training programs that focused on improving agent performance and overall service quality.
Transfer Agent - Computershare
Cognizant Technology Solutions, CTS
12.2019 - 03.2020
- Supported back-office operations through meticulous record-keeping practices that ensured data integrity within the system.
- Streamlined processes for efficient account transfers, reducing processing time and enhancing the overall client experience.
- Managed multiple priorities effectively while maintaining high levels of accuracy under tight deadlines and heavy workloads.
- Provided exceptional customer service through active listening skills, empathy, professionalism, resulting in a positive client feedback ratings.
- Ensured compliance with regulatory guidelines by diligently reviewing transfer requests and documentation for accuracy and completeness.
- Collaborated with team members to develop new strategies for improving operational efficiency within the department.
- Resolved complex issues by conducting research, analyzing data, and implementing solutions that benefited both clients and the organization.
- Learned about financial markets and instruments such as stocks, bonds, and derivatives.
- Streamlined order processing for faster turnaround times, improving customer satisfaction rates.
Administrative Assistant - Estancia Mall -
Smartpark Systems Solutions Inc.
06.2018 - 12.2019
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Executed record filing system to improve document organization and management.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Created and maintained databases to track and record customer data.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
Reservations Agent - SPIRIT Airlines
Customer Contact Channels
10.2017 - 05.2018
- Provided customers with information about availability and pricing.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Resolved various issues and discrepancies for customers.
- Worked closely with front desk to achieve full occupancy of property.
- Maintained awareness of types of rooms available in different resort locations.
- Developed strong relationships with travel agents and corporate clients, leading to increased referral business and repeat bookings.
- Collaborated with colleagues to develop strategies for improving overall team performance and guest experience.
- Enhanced customer satisfaction by efficiently handling all aspects of the reservation process in a timely manner.
- Coordinated special requests from guests such as room preferences or dietary requirements with relevant departments for optimal guest satisfaction levels.
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Processed payments securely while adhering to strict confidentiality guidelines regarding personal financial information.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Provided follow through on all calls with confirmations and dissemination of requested information.
Events Coordinator
Asia Premium Travel Mart
09.2016 - 02.2017
- Collaborated with vendors and suppliers to ensure seamless delivery of exceptional event services.
- Negotiated favorable contracts with vendors, securing advantageous pricing structures for clients.
- Fostered positive relationships with clients, leading to repeat business and strong customer satisfaction ratings.
- Developed comprehensive timelines, ensuring all tasks were completed on schedule for seamless event execution.
- Streamlined event operations by developing efficient logistical processes for event setup and breakdown.
- Elevated brand visibility by creating visually appealing displays at trade shows and conferences.
- Provided exceptional on-site support during events, addressing any issues promptly and professionally.
- Ensured compliance with local regulations by obtaining necessary permits/licenses prior to each event.
- Managed registration process efficiently, ensuring smooth check-in experiences for attendees.
- Facilitated clear communication between clients, team members, and stakeholders throughout the entire event planning process.
- Enhanced attendee satisfaction by meticulously planning and executing memorable special events.
- Managed budgets effectively, consistently meeting financial goals while delivering high-quality events.
- Designed custom event layouts that maximized available space while maintaining a visually pleasing aesthetic.
- Increased event attendance through targeted marketing efforts and engaging promotional materials.
- Conducted post-event evaluations to identify areas of improvement and implement necessary changes.
- Coordinated cross-functional teams to execute successful events within tight deadlines.
Education
Bachelor of Science - Tourism
St. Paul University Manila
Manila, Metro Manila, Philippines04.2016
High School Diploma -
Philippine Chung Hua School
Manila, Metro Manila, Philippines04.2011
Skills
- Service Cloud management
- Salesforce navigation
- SugarCRM
- ATT Tool/Batch action Tool
- Confluence Page
- JIRA
- Slack
- Google Sheets
- Root Cause Analysis - 5 Whys
- Quality Improvement
- Critical Thinking
- Team Management
- Microsoft Office
- Decision-Making
- Video Editing
Websites
Languages
English
Upper intermediate (B2)
Chinese (Mandarin)
Beginner (A1)
Filipino
Bilingual or Proficient (C2)
AWARDS
September - December 2020
Agent of the month "Direct Message" safety operations
January 2021
Agent of the month "Safety Abuse" information
1st Quarter
Agent of the quarter for Safety Operations
May - July 2021
Agent of the month for Identity Operations Department: Password and Hacked
August - December 2022
Support of the month Safety Operations
CHARACTER REFERENCE
Available upon request
Timeline
Quality Analyst - Content Moderation - Twitter
Cognizant Technology Solutions, CTS
03.2020 - 05.2024
Transfer Agent - Computershare
Cognizant Technology Solutions, CTS
12.2019 - 03.2020
Administrative Assistant - Estancia Mall -
Smartpark Systems Solutions Inc.
06.2018 - 12.2019
Reservations Agent - SPIRIT Airlines
Customer Contact Channels
10.2017 - 05.2018
Events Coordinator
Asia Premium Travel Mart
09.2016 - 02.2017
Bachelor of Science - Tourism
St. Paul University Manila
High School Diploma -
Philippine Chung Hua School
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