Margaux Mendoza
San Nicolas Floridablanca
Summary
Experienced Customer Service Specialist and Quality Analyst with 9 years in the BPO industry. Skilled in enhancing customer experiences, monitoring performance, and driving process improvements. Proven ability to ensure quality standards, resolve issues, and optimize operations for customer satisfaction.
Overview
8
8
years of professional experience
Work History
Quality Analyst
PartnerHero Philippines Corporation
01.2021 - 12.2024
- Auditing, validating the work of the agents via chat. (Helpshift, Salesforce tools).
- Providing feedback via 1:1 coaching weekly.
- Participating in RCA and collaborating with the Operations team specifically with the Operations Manager and Team Leaders. Creating reports for the QA scores especially for trends, outliers, behaviors etc.
- Providing support for the agents and also with training/nesting.
- Participating in the Weekly Business Review meeting with clients to discuss processes, QA scores, goals etc.
Customer Service Representative
Tata Consultancy Services
02.2020 - 11.2020
- Answering phone calls and assisting customers for their concerns with TV, cable, mobile phone (Technical). Includes sales specifically with upgrading their phones, plans etc.
- Assisting customers with their bills etc.
Telesales Officer
Citibank N.A
06.2018 - 07.2019
- Processing of personal loans per client/customer. Making outbound calls as well to offer personal loans with existing clients and new prospect.
- Doing sales especially in terms of personal loan.
- Answering queries about personal loans, details, concerns etc.
Travel Agent
Dnata Travel Inc.
07.2017 - 03.2018
- Answering calls specifically those customers that wants to have an assistance during their arrival/flights in Dubai etc.
- Making outbound calls for support team and other request.
- Answering queries in terms of flight ticket, concerns etc.
Customer Service Representative
Alorica
11.2016 - 05.2017
- Taking in calls and assisting the customers for their credit card queries or concerns.
- Processing of payment for their credit card.
Education
Bachelor of Science - Tourism And Hospitality Management
Far Eastern University
05-2016
High School Diploma -
St. Augustine Academy of Pampanga
03-2012
Skills
- Leadership
- Flexibility
- Adaptability
- Good Communication
Personal Information
- Legal Name: James Louie Mendoza
- LinkedIn Profile: https://www.linkedin.com/in/margaux-mendoza-3b9191345/
Timeline
Quality Analyst
PartnerHero Philippines Corporation
01.2021 - 12.2024
Customer Service Representative
Tata Consultancy Services
02.2020 - 11.2020
Telesales Officer
Citibank N.A
06.2018 - 07.2019
Travel Agent
Dnata Travel Inc.
07.2017 - 03.2018
Customer Service Representative
Alorica
11.2016 - 05.2017
Bachelor of Science - Tourism And Hospitality Management
Far Eastern University
High School Diploma -
St. Augustine Academy of Pampanga
Similar Profiles
Raymund Anthony B. SabasRaymund Anthony B. Sabas
Customer Support Specialist II at PartnerHero PhilippinesCustomer Support Specialist II at PartnerHero Philippines
Jayson Bubay QuitiquitJayson Bubay Quitiquit
Department Head, Product Development Department at Hocheng Philippines Corporation (HCG Philippines)Department Head, Product Development Department at Hocheng Philippines Corporation (HCG Philippines)
Michael John MendozaMichael John Mendoza
Mechanical and Electrical Technician at Evolander Motor Corporation (Mitsubishi Motors Philippines Corporation)Mechanical and Electrical Technician at Evolander Motor Corporation (Mitsubishi Motors Philippines Corporation)
Mariana Silva GarcíaMariana Silva García
Sr Team Leader, Operations at ConcentrixSr Team Leader, Operations at Concentrix
Jorge Alejandro Badillo GonzalezJorge Alejandro Badillo Gonzalez
Customer Service Representative at Walt Disney CompanyCustomer Service Representative at Walt Disney Company