MILKY GEL D. LABALAN
Tagbilaran City
Summary
Seeking a career that provides challenge and growth, eager to contribute talents and skills to an organization that values dedication and commitment. Strong desire to become a valuable asset, motivated to fully immerse in opportunities presented.
Overview
2
2
years of professional experience
Work History
Quality Analyst
IBEX Global Solutions (Philippines) Inc.
08.2023 - 02.2025
- Perform call audits to verify CSR agents' alignment with product and service standards
- Monitor and identify opportunities for improvement in agent-customer interactions
- Conduct QA huddles, commendation, call listening session, calibration meetings internally and externally
- Perform data analysis and validation to maintain accurate and consistent information
- Create data reports and presentations for management
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
Customer Service Representative
IBEX Global Solutions (Philippines) Inc.
09.2022 - 08.2023
- Address customer's account inquiries, issues and complaints with promptness and accuracy
- Maintained detailed records of customer interactions, feedback and complaints
- Manage customer communication effectively using both inbound and outbound channels
- Maintaining positive and professional customer support ensures customer satisfaction
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Skills
- Strong attention to detail
- Flexible
- Able to work under pressure
- Computer Literate
Educational Attainment - Secondary
San Jorge National High School Senior High School, Humanities and Social Sciences, Pob.2, San Jorge, Western Samar, PH, 08/2021, 05/2022
Personal Information
- Age: 23
- Citizenship: Filipino
- Date of Birth: 02/13/2002
- Gender: Female
- Marital Status: Single
Timeline
Quality Analyst
IBEX Global Solutions (Philippines) Inc.
08.2023 - 02.2025
Customer Service Representative
IBEX Global Solutions (Philippines) Inc.
09.2022 - 08.2023
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