Michelle Ann Cabañog
Quezon City, Metro Manila,00
Summary
Dynamic Quality Analyst with a proven track record at Foundever, enhancing operational efficiency through meticulous audit reporting and process analysis. Excelled in roles requiring exceptional written and verbal communication, adaptability, and a team-focused approach. Achieved significant improvements in customer satisfaction and service standards by leveraging both hard and soft skills, without relying on scripted spiels.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Quality Analyst
Foundever
05.2024 - 01.2025
- Analyzed quality and performance data to support operational decision-making.
- Developed and maintained quality assurance procedure documentation.
- Evaluated vendor performance by conducting regular audits, ensuring adherence to established quality standards and requirements.
- Led quality assurance efforts, maintaining excellent standards for services.
Consumer Escalations Specialist (CSR II)
Sitel
05.2021 - 04.2024
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
- Managed difficult customers with empathy by defusing tensions and finding mutually agreeable solutions.
- Took ownership on reducing customer complaints by pro-actively resolving issues through effective communication and problem-solving skills.
- Optimized customer experience by delivering superior online services and effectively troubleshooting actions.
Customer Care Representative I
Sykes Asia, Inc.
04.2018 - 03.2021
- Helped one of the huge Finance Servicing in the US specifically with Auto Loans and Auto Leases.
- Provided detailed information about beneficial company products and services to the existing and new customers.
- Educated customers about smart financing options depending on their personal needs.
- Identified customer issues with real-time resolutions.
Customer Solutions Agent (Collector)
Sykes Asia
09.2017 - 03.2018
- Built rapport with customers by consistently delivering friendly yet professional service during every collection interaction.
- Utilized CRM tools effectively to track past due account statuses, turned voice calls to a confirmed payment while maintaining accurate records of all collections.
- Escalated customer issues to the appropriate department for further action to be taken care of.
- Retained customers within the Serving Client through offering alternative options to overcome behind payments.
Education
High School Diploma -
Guiwanon, National High School
Ginatilan, Cebu, Philippines03-2013
Skills
- Audit reporting
- Process analysis
- Teamwork performer
- Excellent written english
- Effective verbal english communication
- Adaptability
Certification
Certified Quality Apprentice
CST (Escalations) Training Certification
Ally Customer Care Certification
Ally Collections Training
Call Center Training for Aspiring Agents
Languages
English
Advanced (C1)
Additional Information
CHARACTER REFERENCES:
Divine Grace Togado, Foundever
Quality Analyst Manager
Phone Number: +639154289721
James Karl Santos
Subject Matter Expert, Telus International
Phone Number: +639695120529
Stella Marie Casabuena
Quality Analyst, Foundever
Phone Number: +639158774257
Timeline
Quality Analyst
Foundever
05.2024 - 01.2025
Consumer Escalations Specialist (CSR II)
Sitel
05.2021 - 04.2024
Customer Care Representative I
Sykes Asia, Inc.
04.2018 - 03.2021
Customer Solutions Agent (Collector)
Sykes Asia
09.2017 - 03.2018
High School Diploma -
Guiwanon, National High School
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