Summary
Overview
Work History
Accomplishments
Certification
Timeline
Generic

RASSEL FLORES

Senior Associate Quality
#21 Lower Leyte St. Group 3 Area B Brgy. Payatas Quezon City,Quezon City

Summary

In-depth Quality Assurance Specialist with success in prioritization and multitasking. Exceptional communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Senior Quality Associate

WNS Global Services
Quezon City,
01.2024 - Current
  • Amadeus trained for 2 years
  • Sabre Trained for 1 year
  • Audit agent chat (long chat, NPS, FUP)
  • Calibration twice week
  • Coaching agent opportunities
  • SBS (side-by-side coaching for agents)
  • Allocation Report per QA's
  • Enhanced customer satisfaction through regular monitoring of product performance and addressing concerns promptly
  • Conducted root cause analyses on recurring issues, identifying solutions that prevented future occurrences

Operations Associate

WNS Global Services
Quezon City,
01.2022 - 01.2024
  • Amadeus Trained 2 years
  • Sabre Trained 1 year
  • Resolved customer issues promptly and professionally, maintaining high satisfaction rates while minimizing escalations
  • Trained and mentored new team members, fostering positive work environment and promoting professional growth
  • Oversaw daily operations, ensuring timely completion of tasks and adherence to company policies and procedures

RESTAURANT TEAM MEMBER

KFC Restaurant
Quezon City
02.2020 - 01.2022
  • Welcoming customers and Invitation to return.
  • - Taking, assembling, and serve the orders.
  • - Responsible in cash handing.
  • Assisted in maintaining a clean and organized dining area, contributing to a positive guest experience
  • Performed opening and closing duties as needed, ensuring the restaurant was prepared for efficient operation each day
  • Used proper techniques to prepare food and ingredients
  • Collaborated with kitchen staff to ensure timely delivery of food orders, resulting in increased efficiency and satisfied customers
  • Used cash registers and calculators to prepare bills, accept payments and make change
  • Improved overall efficiency by quickly learning new menu items and adapting to changes in daily specials or promotions

Accomplishments

  • Awarded for being "SKY's THE LIMIT AWARD" (Breakthrough Result) at KFC Quezon Avenue year 2020.
  • Certificate of Completion [Construction Occupational Safety and Health (COSH) for SO2 with 2-hour Training of Trainers (TOT) held on October 6,13,20 and 27 year 2019.
  • Completed the Online Course for Call Center Jobs which includes. Introduction to Call Center. Types of Call Center Jobs, Hiring Process, Common Tools to Know, Basic English Grammar, and Overview of Actual Task held on June 27,2023
  • Completed the Online Course for Customer Service which includes Introduction to Customer Service, Effective Approach, Empathy And Sympathy, Call Flow, Tone of Voice , Professionalism held on June 27,2023
  • Completed the Online Course for e-Commerce and Entrepreneurship which includes Introduction to e-Commerce and Entrepreneurship, Small Business, Things to Have Consider, Successful Business, Facebook Dropshipping, and Overview Od Actual Business Plan held on June 27,2023
  • Completed the online Course for ESL Tutor which includes Introduction to Online Teaching, Effective Online Teacher, Commons Tools to Use, Actual Job Overview, and Creating Fun Activities held on June 27,2023.

Certification

Certified Senior Quality Associate ,WNS Global Services - 01-23-2024 at present

Timeline

Senior Quality Associate

WNS Global Services
01.2024 - Current

Operations Associate

WNS Global Services
01.2022 - 01.2024

RESTAURANT TEAM MEMBER

KFC Restaurant
02.2020 - 01.2022

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RASSEL FLORESSenior Associate Quality