Marie Paz Vinculado
Customer Service Representative / Service Desk / Quality Analyst
Imus, Province Of Cavite
Summary
Dynamic professional with a proven track record at FIS Global Solutions, enhancing customer satisfaction and streamlining quality processes. Leveraged problem-solving abilities and quality improvement skills to elevate service standards and operational efficiency. Recognized for exceptional client relations and multitasking abilities, significantly contributing to team and company success.
Overview
11
11
years of professional experience
Work History
Quality Analyst
FIS Global Solutions
07.2023 - 01.2025
- Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
- Developed and maintained quality assurance procedure documentation.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Improved overall customer satisfaction by providing constructive feedback to agents.
- Identified areas of improvement for agents through thorough analysis of recorded calls.
- Conducted regular calibration sessions with peers and supervisors to ensure consistency in evaluation standards and scoring methodologies.
- Streamlined the quality assurance process by implementing standardized evaluation criteria across all teams.
- Enhanced call quality by monitoring and evaluating customer interactions with agents.
Service Desk Engineer
FIS Global Solutions
01.2022 - 07.2023
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
Customer Service Representative
FIS Global Solutions
05.2014 - 12.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Associate in Computer Technology - Information Technology
Datamex Institute of Computer Technology
Pasay, Metro Manila, Philippines 04.2001 -
Skills
Quality improvement
Quality processes
Client relations
Problem-solving abilities
Incident management
Multitasking Abilities
Written communication
Customer service expert
Timeline
Quality Analyst
FIS Global Solutions
07.2023 - 01.2025
Service Desk Engineer
FIS Global Solutions
01.2022 - 07.2023
Customer Service Representative
FIS Global Solutions
05.2014 - 12.2021
Associate in Computer Technology - Information Technology
Datamex Institute of Computer Technology
04.2001 -
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