Nina Jane Linihan
Cebu City, Province Of Cebu
Summary
Offering solid foundation in analytical and critical thinking skills, capable of quickly adapting to new challenges and environments. Delivers ability to learn and apply quality assurance methodologies and technologies effectively. Ready to use and develop analytical thinking and problem-solving skills in General Virtual Assistant role.
Overview
6
6
years of professional experience
Work History
Senior Quality Analyst
Concentrix
07.2022 - Current
- Analyzed workflow inefficiencies, recommending targeted improvements for better resource allocation.
- Improved product quality by implementing rigorous testing protocols and identifying areas for improvement.
- Streamlined quality assurance processes through the development of comprehensive test plans and checklists.
- Oversaw test planning, workload balancing and assignment delegation.
- Reduced production errors by training team members on best practices in quality control and continuous improvement techniques.
- Conducted regular audits of internal processes, identifying opportunities to enhance overall product quality and consistency.
- Developed customized training materials for new hires, promoting rapid onboarding without compromising attention to detail or adherence to quality guidelines.
Customer Service Representative
Concentrix
09.2020 - 07.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Teleperformance Center Ayala
09.2019 - 09.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
English as a Second Language Teacher
Cebu Ivy Education International Inc.
07.2019 - 08.2019
- Enhanced students'' language proficiency by utilizing diverse teaching methods and materials.
- Increased student confidence through regular feedback and personalized instruction.
- Developed and taught ESL curriculum to improve students' conversational abilities.
- Educated students in basics of English grammar and conversational speaking.
Education
Bachelor of Education - Secondary Education
University of The Visayas Toledo City Campus
Toledo City, Province Of Cebu, Philippines04-2019
Skills
- Strong communication skills
- Quality processes
- Audit processes
- Quality improvement
- Training implementation
- Customer relations
- Conflict resolution
- Customer satisfaction measurement
- Microsoft Office Suite
- De-escalation techniques
Timeline
Senior Quality Analyst
Concentrix
07.2022 - Current
Customer Service Representative
Concentrix
09.2020 - 07.2022
Customer Service Representative
Teleperformance Center Ayala
09.2019 - 09.2020
English as a Second Language Teacher
Cebu Ivy Education International Inc.
07.2019 - 08.2019
Bachelor of Education - Secondary Education
University of The Visayas Toledo City Campus
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