Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Marjorie Ascaño

Marjorie Ascaño

Quality Analyst
Cainta

Summary

I have been working with BPO industry for more than 4 years. Local and International account, which develop my skills with problem resolution and escalation process. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

4
4
years of professional experience
4
4
years of post-secondary education

Work History

Quality Analyst

Enshored Philippines
Pasig
08.2021 - 03.2023
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
  • Performed standard quality audits and random sampling inspections to verify adherence to policies given by the client.
  • Participated in departmental meetings to establish short- and long-term strategy.
  • Used Google sheets and PDF to create presentations, flowcharts and graphs detailing data analysis results.

Customer Service Representative

Teletech Philippines
Cainta
01.2021 - 08.2021
  • Answered constant flow of customer calls with minimal wait times.
  • Provided primary customer support to internal customers which we mainly support M2M.
  • Responded to customer requests for products, services, and company information.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Chat Support Representative

Concentrix
Quezon City
05.2019 - 09.2020
  • Asked open-ended questions to determine which products or services would be best fit for customer's needs.
  • Responded to customer inquiries and provided accurate information about products and services via live chat. Specifically with product information, delivery status and escalation for return and refunds status.
  • Assisted customers with email-based and phone support when open tickets are still on pending status within 3 days.
  • Also worked with Escalation Team wherein we escalate cases that should be closed within given timeframe.

Education

No Degree - Bachelor of Science in Medical Technology

Our Lady of Fatima Antipolo Campus, Antioolo, Rizal
04.2001 -

High School Diploma -

Governor Isidro R.Memorial National High School, Cainta, Philippines
06.2007 - 07.2011

No Degree -

Balanti Elementary School, Cainta, Philippines
04.2001 -

Skills

Quality Improvement

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Additional Information

Email: Mesamarjorie1@gmail.com

Contact Number: 09812137323

Timeline

Quality Analyst - Enshored Philippines
08.2021 - 03.2023
Customer Service Representative - Teletech Philippines
01.2021 - 08.2021
Chat Support Representative - Concentrix
05.2019 - 09.2020
Governor Isidro R.Memorial National High School - High School Diploma,
06.2007 - 07.2011
Our Lady of Fatima Antipolo Campus - No Degree, Bachelor of Science in Medical Technology
04.2001 -
Balanti Elementary School - No Degree,
04.2001 -

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Marjorie AscañoQuality Analyst