Meljoy Gonzaga
Operation Support Professional
Davao City, Province Of Davao Del Sur
Summary
Detail-oriented quality assurance professional with a background in leading evaluations across chat, email, and voice channels. Expertise in data analysis and calibration processes, driving consistent performance improvements and actionable insights for teams.
Overview
3
3
years of professional experience
Work History
Senior Quality Evaluator
Concentrix
09.2024 - 06.2026
- Led quality assurance for chat, email and voice channels; designed and maintained evaluation frameworks and scoring rubrics to ensure compliance and service excellence.
- Executed customer and agent surveys using Microsoft Forms; analyzed results in Excel (pivot tables) to identify trends and prioritize coaching opportunities.
- Automated actionable reports and dashboards for clients and teams via Outlook and internal tools, supporting data-driven decision-making.
- Facilitated calibration sessions and provided targeted coaching to agents and team leads to enhance QA consistency and performance.
Chat Support Representative
Concentrix
01.2024 - 09.2024
- Reduced escalations to higher-level support teams by resolving customer issues during initial contact.
- Resolved technical issues for customers using in-depth knowledge of company products and services, ensuring effective solutions.
- Improved customer satisfaction through timely, accurate responses to inquiries in chat support.
- Reduced escalations to higher-level support teams by successfully addressing customers' issues at the first point of contact.
Dental Insurance Verificator
Siblings International Business Solutions
03.2023 - 01.2024
- Verified insurance details for clients, focusing on accuracy and compliance. Collaborated with teams to streamline verification processes.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
Education
Bachelor of Science - Agriculture Major in Plant Pathology
University of Southeastern Philippines
Davao City, Province Of Davao Del Sur, Philippines 05.2001 -
Skills
Quality auditing
Performance Evaluation
Customer Quality Assessment
Data Reporting
Report generation
Microsoft Excel Data Analysis
Spreadsheet Management
Survey Design (Microsoft Forms)
Insurance verification systems
Dental Insurance Verification
Calibration & Coaching
Team Collaboration
Additional Information
Reference available upon request.
Timeline
Senior Quality Evaluator
Concentrix
09.2024 - 06.2026
Chat Support Representative
Concentrix
01.2024 - 09.2024
Dental Insurance Verificator
Siblings International Business Solutions
03.2023 - 01.2024
Bachelor of Science - Agriculture Major in Plant Pathology
University of Southeastern Philippines
05.2001 -