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 -
36 units earned
Bachelor of Science in Business Administration - undefined
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
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
Joshua MalupaJoshua Malupa
Subject Matter Expert at IQor SM ClarkSubject Matter Expert at IQor SM Clark
PRINCE IVAN D. ALDOSPRINCE IVAN D. ALDOS
Training Supervisor at IQor SM ClarkTraining Supervisor at IQor SM Clark
Allan ManlapazAllan Manlapaz
Customer Service Representative at IQor SM ClarkCustomer Service Representative at IQor SM Clark
Raymond GACUSANRaymond GACUSAN
Customer Support Coordinator at Dnata TravelCustomer Support Coordinator at Dnata Travel
Christine Mae MauricioChristine Mae Mauricio
Sales Manager at Corner Bakery CafeSales Manager at Corner Bakery Cafe