Summary
Overview
Work History
Education
Timeline
Nepthalie L. Ligones

Nepthalie L. Ligones

Quality Analyst
2530 Marcons Ave., Marcons Phase II, Mabalacat City,PAM

Summary

Results-driven professional with a strong background in customer service and auditing. Known for working independently under pressure, exceeding performance goals, and upholding integrity. A proactive team player who communicates effectively and builds strong relationships to support organizational success.

Overview

15
15
years of professional experience

Work History

Quality Analyst

Iqor Freeport Clark
09.2023 - Current
  • Conduct regular audits of live and recorded calls to ensure adherence to company protocols and regulatory standards.
  • Identify deviations from standard procedures, and escalate issues as needed.
  • Provide feedback to agents and team leads to improve compliance, and customer experience.
  • Monitor daily activities to detect and prevent non-compliance.
  • Deliver regular updates and refresher talks to agents, supervisors, and managers regarding changes in compliance policies, or operational procedures.
  • Investigate reported or detected breaches of protocol, including data mishandling or customer complaints. Document findings and recommend corrective action.

Senior Agent

IQOR Philippines, Inc
09.2022 - Current
  • Handling inbound customer service calls.
  • Taking inbound or placing outbound calls.
  • Demonstrating excellent customer service skills with the ability to take ownership on assisting, researching and resolving customer issues.

Customer Service Representative

Quantrics Enterprises Inc.
09.2019 - 04.2022
  • Provides technical assistance to our dealers and retailers in placing and completing orders.
  • Responsible in helping customers in checking and locating their orders as well as activating their (new) accounts or orders.
  • Processed account changes like transfer of ownerships, account migration from personal to business account and vice versa.
  • Also answers queries about customers’ monthly plan and change/upgrade their plan upon request.

Project Development Officer II

Department of Social Welfare and Development (DSWD) Region IV-A
08.2017 - 12.2018
  • Conducts Basic Livelihood Training in preparation of potential beneficiaries for the proposed project/s.
  • Facilitates creation of an Association; selection of officers, formulation of Vision, Mission and Goals, Constitutions and By-Laws, and Accreditation to the Civil Society Organization (CSO).
  • Implements newly funded associations and ensure funds are utilized according to the project proposals.
  • Monitors funded associations and provides technical assistance as needed and endorsed to the appropriate agency for recommendation based on monitoring findings.

Subject Matter Expert

Concentrix Services Corporation
07.2016 - 08.2017
  • Provide technical assistance to agents in handling escalated calls, choosing best solutions in customers’ issues and concerns.
  • Monitors team performance and provides coaching as needed.
  • Monitors quality services through call listening and side by side coaching.
  • Handles team meeting and provide daily, weekly, and monthly status reports and updates about policies, new products and tool guidelines.
  • Handles supervisorial, managerial and highly escalated calls.

Retention Specialist

Concentrix Services Corporation
09.2014 - 06.2016
  • Handles escalated calls from customer service and technical support.
  • Manage customers account by retaining them and selling the value of their accounts.
  • Provides offers and promotions for customer retention.

Customer Service Representative

Concentrix Services Corporation
01.2014 - 08.2014
  • Handle customers’ orders, take payment, process device and subscription upgrade.
  • Provide technical assistance to customers about their device as well perform troubleshooting and schedule a technician visit if needed.
  • Help customers in billing concerns and make adjustments if needed.

Management Trainee

DigiPhoto Entertainment Imaging PTE. LTD
08.2013 - 11.2013
  • Combines superior image captures with exceptional guest service and state-of-the-art technology.
  • Creates truly memorable photo keepsakes at theme parks, zoos, aquariums, towers and other leisure concepts.
  • Manage the activities and lead the new team members.
  • Improve service quality and increase sales by developing strong relations with partners and implementing better quality products and services.

Customer Service Representative / E-mail Response Team

Qualfon Philippines Inc.
05.2010 - 01.2013
  • Handles and resolved highly escalated and corporate calls (inbound and outbound) and e-mails from all States of America.
  • Appointed as supervisor’s Point of Contact (POC)
  • Received Top Representative Recognition

Education

Master in Business Administration -

University of Rizal System, Antipolo City, Rizal
36 units earned

Bachelor of Science in Business Administration - undefined

Negros Oriental State University
04.2009
  • Awards and Certificates: Presidential Academic Award (2008 – 2009)
  • Certificate of Appreciation: Debater, University Debate (2006)
  • Certificate of Recognition, LGU-Bayawan Scholar (2005 – 2009)
  • Dean’s List (2005 – 2008)

Associate in Computer Science Technology - undefined

Asian College of Science and Technology
04.2005
Award: College Honors (2003 – 2005)

Timeline

Quality Analyst - Iqor Freeport Clark
09.2023 - Current
Senior Agent - IQOR Philippines, Inc
09.2022 - Current
Customer Service Representative - Quantrics Enterprises Inc.
09.2019 - 04.2022
Project Development Officer II - Department of Social Welfare and Development (DSWD) Region IV-A
08.2017 - 12.2018
Subject Matter Expert - Concentrix Services Corporation
07.2016 - 08.2017
Retention Specialist - Concentrix Services Corporation
09.2014 - 06.2016
Customer Service Representative - Concentrix Services Corporation
01.2014 - 08.2014
Management Trainee - DigiPhoto Entertainment Imaging PTE. LTD
08.2013 - 11.2013
Customer Service Representative / E-mail Response Team - Qualfon Philippines Inc.
05.2010 - 01.2013
Negros Oriental State University - Bachelor of Science in Business Administration,
Asian College of Science and Technology - Associate in Computer Science Technology,
University of Rizal System - Master in Business Administration,

Similar Profiles

CREATE PROFILE
Nepthalie L. LigonesQuality Analyst