Mikko Galindon
Quality Analyst
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.
Overview
16
16
years of professional experience
2
2
years of post-secondary education
Work History
Quality Assurance Analyst
VXI Global Solutions LLC
EDSA Buendia, Makati City
08.2021 - 12.2022
- Developed and maintained quality assurance procedure documentation.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Performed standard first article inspections and random sampling inspections to verify adherence to customer standards.
Final Interviewer
VXI Global Solutions LLC
EDSA Buendia, Makati City
02.2020 - 08.2021
- Operations Validator for the account
- Doing Final Interviews and Live Mock Calls for Talent Acquisitions Department
- Organized and detail-oriented with a strong work ethic.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Strengthened communication skills through regular interactions with others.
Escalations /Help Desk Support Specialist
VXI Global Solutions LLC
EDSA Buendia, Makati City
08.2020 - 08.2020
- Brief position to fill during pandemic lock down to support and lessen escalated calls.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Responded to inquiries by phone, email and walk-up requests.
Senior Subject Matter Expert
VXI Global Solutions LLC
EDSA Buendia, Makati City
09.2019 - 08.2021
- TL POC or Reliever
- All around floor support and employee engagement officer
- Handled teams of TLs on Leave
- CSAT/VOC Validator
- Organized and detail-oriented with a strong work ethic.
- Cultivated interpersonal skills by building positive relationships with others.
- Resolved problems, improved operations and provided exceptional service.
- Passionate about learning and committed to continual improvement.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated leadership skills in managing projects from concept to completion.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Exercised leadership capabilities by successfully motivating and inspiring others.
Sales and Retention Specialist
VXI Global Solutions LLC
EDSA Buendia, Makati City
03.2018 - 09.2019
- Sales and Retention, Tier II
- DTV Reconnects
- VOC Champion
- CSAT Achiever
- Identified changing customer needs and adapted service strategies to meet them.
- Evaluated current customer retention strategies and recommended improvements.
- Established customer retention programs to improve loyalty and increase lifetime value.
- Developed new strategies for customer retention activities.
Financial Analyst
ePerformax Contact Centers & BPO
Macapagal Ave., Pasay City
06.2017 - 02.2018
- Reviewed financial reports and streamlined operations to increase productivity and company profits.
- Performed complex financial and budget analyses to determine requirements and justify requested funding.
- Conducted detailed financial analysis to identify and evaluate changes in operations, trends and potential areas of improvement.
- Assisted companies with choosing and timing investments for optimal results.
Sales Team Lead
TOPS BPO
Ortigas Center, Pasig City
09.2016 - 05.2017
- Responsible for achieving sales and/or profitability objectives, typically from new clients or accounts
- Identifies marketplace opportunities, prospect and engage new clients, develop proposals, and manage the contract process.
- Expanded sales revenues by identifying opportunities and executing customized marketing plans.
- Analyzed campaign performance by utilizing measurement and tracking methodologies to determine customer return on investment.
- Supported sales account agents by providing accurate and detailed reports.
- Developed knowledge of local business and market conditions to develop specialized merchandise.
- Monitored sales team performance and provided constructive feedback.
- Provided exceptional customer service to foster client loyalty and satisfaction.
- Trained, coached, and mentored new sales associates for maximum performance.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
Assistant Sales Team Leader
MBA Philippines Inc
Ortigas Center, Pasig City
09.2014 - 09.2016
- Promoted from Federal Sales Agent to ATL
- Sales Mining, Cold Calling & Bidding.
- In this sales job, I strived to understand my client's goals, and then organize the company's creative and administrative staff to help them produce effective campaigns.
- Increased sales revenue by 15 % each quarter.
- Supervised 15-20 co-workers.
- Passionate about learning and committed to continual improvement.
- Gained strong leadership skills by managing projects.
- Exercised leadership capabilities by successfully motivating and inspiring others.
Fraud Analyst
Citi
Ayala Center, Makati City
09.2013 - 08.2014
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Developed and implemented procedures to detect and prevent fraud.
- Evaluated customer data to identify and prevent fraudulent activities.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
Senior Recruiter
PSG Global Solutions
Ayala Center, Makati City
06.2013 - 08.2013
- Seasonal Job Position
- International Recruitment Processing (USA)
- Executive Job Search and Recruiting
- Operated and maintained applicant tracking and candidate management systems.
- Followed up with notable applicants sourced via industry-specific pipelines, events, and job fairs.
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Developed recruiting strategies to identify qualified candidates and build network.
- Collaborated with hiring managers to understand job requirements and expectations.
- Studied job descriptions and qualifications to determine applicant requirements.
Customer ServiceRepresentative
Teleperformance Philippines
Ortigas Center, Pasig City
06.2010 - 03.2013
- Worked flexible hours across night, weekend and holiday shifts.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Identified issues, analyzed information and provided solutions to problems.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Learned and adapted quickly to new technology and software applications.
- Provided professional services and support in a dynamic work environment.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
Customer Service Associate
NCO Group Philippines
Mayor Gil Fernando Ave., Marikina City
11.2009 - 05.2010
- Developed and actualized customer service initiatives to decrease wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Informed customers about special promotions and provided detailed information for various products.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Educated customers about billing, payment processing and support policies and procedures.
Promoter
Western Union
Makati City
09.2009 - 11.2009
- Seasonal Job
- Identified potential marketing opportunities to increase brand awareness.
- Identified interested and qualified customers to provide potential customers with additional information regarding product.
Outbound Telemarketer
Premiere Bank
Ayala Center, Makati City
04.2009 - 06.2009
- Summer Job
- Cold Calling
- Loan Processing
Telemarketer
Philippine Savings Bank
Ayala Center, Makati City
04.2007 - 06.2007
- Summer Job
- Cold Calling
- Outbound
- Loan Processing
Education
Tourism Management Major in Travel &Tours Services
Montessori Professional College of Asia
Pasig City Branch 06.2006 - 04.2008
Skills
Reporting & Analysisundefined
Timeline
Quality Assurance Analyst
VXI Global Solutions LLC
08.2021 - 12.2022
Escalations /Help Desk Support Specialist
VXI Global Solutions LLC
08.2020 - 08.2020
Final Interviewer
VXI Global Solutions LLC
02.2020 - 08.2021
Senior Subject Matter Expert
VXI Global Solutions LLC
09.2019 - 08.2021
Sales and Retention Specialist
VXI Global Solutions LLC
03.2018 - 09.2019
Financial Analyst
ePerformax Contact Centers & BPO
06.2017 - 02.2018
Sales Team Lead
TOPS BPO
09.2016 - 05.2017
Assistant Sales Team Leader
MBA Philippines Inc
09.2014 - 09.2016
Fraud Analyst
Citi
09.2013 - 08.2014
Senior Recruiter
PSG Global Solutions
06.2013 - 08.2013
Customer ServiceRepresentative
Teleperformance Philippines
06.2010 - 03.2013
Customer Service Associate
NCO Group Philippines
11.2009 - 05.2010
Promoter
Western Union
09.2009 - 11.2009
Outbound Telemarketer
Premiere Bank
04.2009 - 06.2009
Telemarketer
Philippine Savings Bank
04.2007 - 06.2007
Tourism Management Major in Travel &Tours Services
Montessori Professional College of Asia
06.2006 - 04.2008
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