Mary Antonette Moresca

Championed cross-functional collaboration by aligning QA teams with operations, driving measurable improvements in service delivery and client satisfaction.

• Monitored agent interactions to ensure adherence to client protocols, delivering comprehensive feedback reports that supported continuous improvement in service delivery.
• Refined calibration sessions between quality analysts and operations teams to elevate alignment on evaluation criteria, driving improvements in customer interaction standards.

• Facilitated collaborative discussions with clients to align quality assurance standards, ensuring consistency and compliance throughout evaluation cycles.
• Standardized evaluation processes by documenting feedback methodologies, ensuring transparency and fairness across team assessments.

Streamlined payment workflows and coordinated dispatch schedules to ensure timely account reconnections for clients across multiple lines of business.

• Resolved customer inquiries regarding product offerings and service issues, ensuring seamless communication and fostering positive customer experiences across multiple digital channels.
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Resolved billing concerns and facilitated seamless account updates by accurately processing change requests, verifying customer information, and addressing follow-up needs to improve service satisfaction.

Communicating with customers regarding general product inquiries and complaints, and providing customer satisfaction resolution.

Communicating with customers regarding general product inquiries and complaints, and providing customer satisfaction resolution.