Quennie Duarte
Cebu City
Summary
To seek and maintain full time position that offers professional challenging utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
1824
1824
years of professional experience
11
11
years of post-secondary education
Work History
Content Moderator
Alorica Inc.
Cebu City
04.2019 - 04.2024
- Identify and remove content that violates terms of service, including hate speech, harassment, misinform
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Proactively identified areas requiring policy updates or clarifications, reducing the occurrence of inconsistencies in content moderation decisions.
Technical Support Representative
Alorica Inc.
04.2019 - 04.2024
- Diagnose and troubleshoot hardware, software, and network issues to identify root causes and implement appropriate solutions
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
- Improved response times to support requests, optimizing team shift schedules.
IT-Service Desk
IT- Managers Inc.
Cebu City
12.201 - Current
- Provided first-level IT support to pharmacy staff, resolving issues with pharmacy systems, medication software, hardware (e.g., barcode scanners, printers), and network connectivity
- Assisted in the development of IT service desk policies, ensuring compliance with industry standards and regulations while maintaining a focus on providing excellent customer service.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
Education
Bachelor of Elementary -
Cebu Eastern College
Cebu City 01.2009 - 01.2014
Bachelor of Elementary -
Salazar Colleges of Science And Institute of Technologies
Cebu City 01.2014 - 01.2020
Skills
- Technical Support
- Customer Service
- Content Moderation
- English Language
Cultural awareness
Patience and tolerance
Online research
Content management
Multitasking Abilities
Customer service
Critical analysis
Attention to detail
Accomplishments
- Resolved product issue through consumer testing.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Completed intensive training in database fundamentals and software engineering.
- Best Employee in CSAT and overall performance award.
Timeline
Content Moderator
Alorica Inc.
04.2019 - 04.2024
Technical Support Representative
Alorica Inc.
04.2019 - 04.2024
Bachelor of Elementary -
Salazar Colleges of Science And Institute of Technologies
01.2014 - 01.2020
Bachelor of Elementary -
Cebu Eastern College
01.2009 - 01.2014
IT-Service Desk
IT- Managers Inc.
12.201 - Current
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