Ma. Cecilia Amarille

• Manage customer,stakeholder, and internal communications across phone, live chat, and email,
prioritizing inquiries, maintaining organized inbox and case records, and ensuring timely resolution and
follow-up.
• Analyze recurring inquiries and operational gaps, and document insights into structured reports, SOP
updates, and workflow recommendations to improve efficiency, reduce escalations, and strengthen
customer experience.

• Prompt–Image Evaluation: Assessed alignment between image outputs and prompts to validate model
accuracy, compliance, and content relevance.
• Data Labelling: Labeled short‑form content and user‑generated data to support AI training for regional
datasets.
• Video Validation: Evaluated product listing pages to verify presence and correctness of related video
content.
• Sentiment Analysis: Classified short statements by tone and emotion to support NLP model training.
• Image Similarity Annotation: Identified duplicate or near‑duplicate images to refine computer vision
recognition.
• UHRS Tasks: Conducted SxS evaluations, Junk Web Pages detection, Web Scenario Testing, and Image
Vertical SBS to support model relevance and data quality enhancement

Company Overview: DataFlow verifies credentials directly with issuing authorities to ensure authenticity, compliance, and industry standards, primarily serving clients in healthcare and government sectors across the Middle East and Asia.

• Customer Service: First Team Lead hired for the Philippine team; coached 10 associates and improved CSAT from 65% to 92%, sustaining above 95%.
• Operations: Oversaw end-to-end document verification and Final Quality Check; improved on-time delivery from 76% to 95% and reduced error rates from 10% to 3%.
• Project Management: Directed cross-functional teams in PH, India, and UAE; led AI-powered chatbot rollout via AWS, reducing backlog and improving query handling.
• Multi-Channel Support: Handled live chat, email, and voice escalations across multiple regions; adept at using CRM tools including Zendesk, Freshdesk, and Freshchat for customer resolution, ticket management, and reporting.

• Led customer service team for Bouqs flower delivery; improved sales performance from 60% to 80% by coaching and streamlining internal processes.
• Maintained high NPS and supervised back-office operations to ensure smooth workflow and support.
• Managed customer interactions via live chat, email, and voice escalation channels, ensuring timely resolution and quality service using Zendesk and Freshworks platforms.

• Managed a 13-member team for the WhatClinic.com account, facilitating patient-clinic bookings.
• Improved appointment bookings by 10% through workflow adjustments.
• Maintained a 93% quality rating, ensuring top-tier service delivery.

• Oversaw a team for SpareFoot, an online self-storage marketplace.
• Achieved 85% sales performance, contributing to revenue stability.
• Helped enhance sales processes to meet operational goals.

• Handled a technical/billing/sales account for a major U.S. telecom provider.
• Increased customer satisfaction to 90% via process improvements.
• Led a pioneer sales retention team, achieving 80% customer retention.

• Managed inquiries in Mortgage Banking, escrow, and collections.
• Conducted fraud investigations for credit card accounts, improving risk detection.
• Transitioned from customer service to risk management, demonstrating versatility.

• Supervised support for Citibank credit cards, earning 3x Team Lead of the Month.
• Launched and led a technical account for AT&T, achieving a 92% CSAT rating - highest among Philippine teams.