Marylou Baal
Carmona
Summary
Results-driven professional with 10 years in the BPO industry, including 5 years as a Quality Analyst and 1 year in Quality and Insights. Skilled in process improvement, customer experience enhancement, and conducting in-depth business reviews using SWOT analysis. Strong analytical, communication, and teamwork abilities, with a proven ability to adapt quickly. Committed to continuous learning, growth, and contributing to team success.
Overview
11
11
years of professional experience
Work History
Quality & Insights Analyst
Asurion Technology
01.2023 - Current
- Led project management initiatives, utilizing data analysis to generate actionable insights that drove process improvements. Developed and presented findings to key stakeholders for assigned projects.
- Performed quality audits and escalation reviews for OCEO, focusing on insurance red flags, customer dissatisfaction, and performance assessments for UBIF stores. Identified and implemented opportunities for optimization.
- Collaborated with Store Managers to identify business challenges and propose data-driven solutions.
Quality Analyst
IBEX Global
01.2020 - 12.2023
- Conducted comprehensive processes and behaviors evaluation using dual rubrics to enhance customer experience
- Assessed agent performance through detailed evaluations of calls, chats, and emails interactions with customers
- Facilitated internal calibration sessions with agents and team managers to ensure consistency and quality
- Led weekly business site reviews with clients, discussing strengths, weaknesses, and opportunities for improvement
- Delivered quality assurance training for newly hired agents, providing thorough insights into the QA rubric
CSAT/Quality Analyst
IBEX Global
01.2016 - 12.2020
- Delivered customer support through chat and email, addressing inquiries and troubleshooting issues related to tracker and smartwatch products
- Conducted comprehensive CSAT analysis to assess customer satisfaction with the support provided, ensuring insights into client contentment and areas for improvement
- Conducted biweekly internal and global meetings with clients to discuss site performance
- Developed CSAT-focused presentations using Canva to train newly hired and seasoned agents, effectively conveying key insights and enhancing their performance
Sales|Technical Support Representative
IBEX Global
01.2014 - 12.2016
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Delivered customer support through chat and email, addressing inquiries and troubleshooting issues related to tracker and smartwatch products.
Sales|Customer Service Representative
TELEPERFORMANCE
01.2014 - 12.2014
- Assist customers with product/service information, troubleshooting, and order processing.
- Promoted and sold AT&T products and services after successfully resolving billing concerns, ensuring a seamless customer experience.
Education
Bachelor - Business Administration Major in Marketing Management
IETI College of San Pedro Magsaysay
01.2014
Skills
- Proficient in process flows and data evaluation, including PowerBI
- Expertise in using Canva for creating presentations and visual content
- Microsoft office, MS Excel
- Quality improvement
- Audit and Quality processes
- Customer relations
- Analytical thinking
- Data validation
- Attention to detail
- Documentation and reporting
- Project planning
- Sales strategy development
Accomplishments
- Worked closely with operations and training teams to align quality standards, resulting in a 10% improvement.
- Proposed an optimized workflow for UBIF stores to enhance efficiency and elevate customer satisfaction.
Timeline
Quality & Insights Analyst
Asurion Technology
01.2023 - Current
Quality Analyst
IBEX Global
01.2020 - 12.2023
CSAT/Quality Analyst
IBEX Global
01.2016 - 12.2020
Sales|Technical Support Representative
IBEX Global
01.2014 - 12.2016
Sales|Customer Service Representative
TELEPERFORMANCE
01.2014 - 12.2014
Bachelor - Business Administration Major in Marketing Management
IETI College of San Pedro Magsaysay
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