Ivan Lloyd Lizertiguez
Taguig
Summary
Driven Client Analyst with a track record of leveraging Microsoft Office and CRM software to enhance operational efficiency. Excelled in analyzing performance data and streamlining processes, boosting productivity. Renowned for good communication skills, relationship building, and customer service, achieving increased customer loyalty through empathetic resolution of complaints.
Overview
3
3
years of professional experience
Work History
Client Analyst
TaskUs Ortigas - Phoenix
12.2023 - Current
- Analyzed quality and performance data to support operational decision-making.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Provided regular updates to the team on quality metrics by communicating consistency problems or production deficiencies.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
Customer Service Representative
TaskUs Ortigas - Phoenix
11.2022 - 12.2023
- Handled customer inquiries and suggestions courteously and professionally through chats, calls, and emails.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls and chats promptly to avoid long queue times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
English Proficiency Test Rater (Japanese Students)
CCK City Network, Inc.
11.2021 - 10.2022
- Rated oral English proficiency exams of Japanese students based on the provided rubrics of the clients.
- Provided feedback on that the students can improve on.
- Maintained the quality of scoring and rating through attending team huddles and group calibrations.
Education
Bachelor of Arts - English Language Studies
Polytechnic University of The Philippines
Anonas Street, Sta. Mesa Manila, Philippines, 101610.2022
Skills
Microsoft Office (Word, Excel, Powerpoint)
CRM Software (Zendesk, CXone, Salesforce)
Computer Proficiency
English Proficiency
Timeline
Client Analyst
TaskUs Ortigas - Phoenix
12.2023 - Current
Customer Service Representative
TaskUs Ortigas - Phoenix
11.2022 - 12.2023
English Proficiency Test Rater (Japanese Students)
CCK City Network, Inc.
11.2021 - 10.2022
Bachelor of Arts - English Language Studies
Polytechnic University of The Philippines
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