Maria Esel Pagobo
Quality Assurance Analyst Intern
Cebu City,CEB
Summary
Enthusiastic Quality Assurance Analyst Intern/Customer Care Executive eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel in BPO or any customer service industry.
Overview
4
4
years of post-secondary education
6
6
years of professional experience
Work History
Quality Assurance Analyst Intern
EXL Service Philippines, Inc.
Cebu City
03.2020 - Current
- Collect and analyze data to detect defects, fraud, non-compliance with laws and management policies.
- Listen to calls and evaluate analytical methods and procedures to determine how they might be improved.
- Prepare detailed reports on audit findings.
- Provide feedback and coach representatives to improve performance and customer experience.
- Assist representatives with process related inquiries.
- Facilitate call calibrations
Customer Care Executive
EXL Service Philippines, Inc.
Cebu City
07.2019 - 02.2020
- Worked for a US-based Health Insurance company.
- Assisted customers in determining authorization requirements for CPT codes and ICD-10
- Created cases for services that were medically necessary.
- Defused customer concerns with exceptional conflict and problem resolution skills.
Customer Service Representative
Sykes Asia, Inc.
Cebu City
07.2016 - 05.2019
- Worked for a US-based Telecommunications company.
- Assisted customers in account activations.
- Processed payments for service refills.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
ESL Teacher
Center for Premier International Language Studies (CPILS)
Cebu City
05.2015 - 05.2016
- Taught English grammar, reading and writing to various Asian students.
- Increased ESL students' reading and writing levels by integrating games and altering lesson plans for students needing extra guidance.
- Assigned lessons and corrected homework.
- Created new lesson plans based on course objectives.
- Prepared students for tests by teaching relevant concepts and enforcing good test-taking skills.
Education
Bachelor of Arts - English in Applied Linguistics
Cebu Technological University
M.J. Cuenco Ave, Cor R. Palma Street, 6000 Cebu 06.2011 - 03.2015
Skills
Data interpretation
Good listening skills
Complaint resolution
Technical Support
Individual and group instruction
Timeline
Quality Assurance Analyst Intern
EXL Service Philippines, Inc.
03.2020 - Current
Customer Care Executive
EXL Service Philippines, Inc.
07.2019 - 02.2020
Customer Service Representative
Sykes Asia, Inc.
07.2016 - 05.2019
ESL Teacher
Center for Premier International Language Studies (CPILS)
05.2015 - 05.2016
Bachelor of Arts - English in Applied Linguistics
Cebu Technological University
06.2011 - 03.2015