Mark Jiro Marquez
Customer Service Representative Quality Analyst (Flex)
Las Pinas City
Summary
A Detail-orientated Analyst adept at making critical decisions, managing deadlines and conducting team reviews. With expertise in analysis and quantitative problem-solving skills, dedicated to company growth and improvements. A Dedicated CSR with experience in achieving tangible results and cross-team collaboration. Proactive and excited to partner with like-minded individuals to achieve goals.
Overview
2
2
years of professional experience
Work History
Flex Quality Assurance Analyst
Teleperformance PH
Parañaque
07.2023 - 03.2024
- Promoted as Flex Quality Analyst but got extended assignments after 5 months probations due to staffing reasons.
- Oversaw all process checks to ensure that they were done properly and at correct frequency.
- Coordinated and participated in internal and external quality management system audits to guarantee product and quality specifications.
- Tracked trending issues and prepared reports for supervisory team to address repeated concerns on meetings such as weekly business review (WBR).
- Providing weekly audits , action forms, and QA monitoring to team or agents.
- Creating presentations and reports for client.
- Attending and facilitating/hosting Calibrations for different line of businesses and clients.
Customer Service Representative
Teleperformance PH
Parañaque
08.2022 - 03.2024
- Kept detailed records and documentations of patients and representative interactions for future reference.
- Followed scripts and processes to obtain documents from the physicians office and as well as from the patient.
- Faxing and emailing request to physicians office for chart notes and pending prescriptions that needs to be signed by the doctor.
- Reviewing documents (chart notes, medical records, and prescription) on file.
- Validating pending prescriptions on file for billing purposes.
- Calling the physician to confirm patient being treated by them and providing accurate fax number, telephone info, and reference number such as account and prescription numbers
- Emailing sales representative for assistance.
Education
Bachelor of Science - Medical Laboratory Technology
New Era University
Quezon City 04.2001 -
High School Diploma -
Dr. Filemon C. Aguilar Memorial College-IT Campus
Las Pinas City 04.2001 -
Skills
Hobbies
- Singing
- Dancing
- Reading
- Watching Movies
- Listening to Music
Timeline
Flex Quality Assurance Analyst
Teleperformance PH
07.2023 - 03.2024
Customer Service Representative
Teleperformance PH
08.2022 - 03.2024
Bachelor of Science - Medical Laboratory Technology
New Era University
04.2001 -
High School Diploma -
Dr. Filemon C. Aguilar Memorial College-IT Campus
04.2001 -
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