RAYNICHELLE DOMINGO
Chat & Email Support/Quality Assurance Representative
Quezon City
Summary
I am an experienced Customer Care Representative and Quality Assurance Representative looking to advance my career by venturing out of my comfort zone. My proven work ethic, team player and attitude to perform with minimal supervision would make me an ideal fit for your team.
HIGHLIGHTS OF QUALIFICATIONS:
Diversity: Able to handle multiple customers at the same time while delivering a world class customer service.
Passion for work: A hard working employee with excellent work ethic who can work with minimal supervision.
Communication: Expert knowledge and abilities in written and oral communication. A patient listener who fully focuses on speakers. Self-Management: Organized and detail-oriented; knack for understanding procedures and logistics. Strong skills in time management, prioritizing tasks, and meeting deadlines.
Team Player: Articulate and very effective working with people of different backgrounds, racial differences and temperaments.
Quality: Produce quality work even when under extreme time pressure and deadlines.
Overview
5
5
years of professional experience
8
8
years of post-secondary education
Work History
QUALITY ASSURANCE REPRESENTATIVE
Reebok
03.2021 - 06.2022
- Drafted performance and quality assurance reports and presented findings at weekly and monthly quality meetings.
- Assisted with developing and implementing quality assurance improvements based on call evaluation results.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Reviewed and scored calls made utilizing company-defined quality monitoring standards
- Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
TEMPORARY QUALITY ASSURANCE REPRESENTATIVE
Adidas
10.2020 - 02.2021
- Assessed interactions by agents and provided helpful insights/inputs
- Taking part in client calibration sessions
- Engaged in discussions that will help in improving the process
- Worked hand-in-hand with trainers to give sample chats and calls to be presented during trainings
- Time management to be able to attend meetings and still meeting the ideal number of assessments.
- Drove operational improvements which resulted in savings and improved profit margins.
- Participated in team-building activities to enhance working relationships.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
CHAT & EMAIL CUSTOMER CARE REPRESENTATIVE
Adidas
05.2019 - 10.2020
- Providing proactive resolution to customers’ concerns regarding our items
- Enhanced communication through real-time conversation with consumers
- Provides professional and accurate solutions for customer concerns
- Manage efficient usage of production time and company resources through accuracy in interaction handling
- Maintain productivity within acceptable transaction volume levels.
- Carried out day-to-day duties accurately and efficiently.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
EMAIL CUSTOMER CARE REPRESENTATIVE
Kelloggs
04.2017 - 05.2019
- Provided quality-oriented response to consumers’ concerns
- Contributed in creating a response template to better provide appropriate responses
- Handled chat contacts when the volume is high and in need of additional people while answering emails
- Audited emails and lead some calibration sessions with the trainer for process alignment
- Person-in-charge in strategically answering queues to lower down the emails to achieve the turnaround time of 48 hours
- Joined meetings for the latest news and updates from the clients in Office Hours.
Education
Bachelor of Science - Tourism Management
PHILIPPINE CHRISTIAN UNIVERSITY
Manila, Philippines 06.2011 - 04.2015
High School Graduate -
MAGSAYSAY MEMORIAL COLLEGE
06.2007 - 03.2011
Skills
Performance evaluation
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
QUALITY ASSURANCE REPRESENTATIVE
Reebok
03.2021 - 06.2022
TEMPORARY QUALITY ASSURANCE REPRESENTATIVE
Adidas
10.2020 - 02.2021
CHAT & EMAIL CUSTOMER CARE REPRESENTATIVE
Adidas
05.2019 - 10.2020
EMAIL CUSTOMER CARE REPRESENTATIVE
Kelloggs
04.2017 - 05.2019
Bachelor of Science - Tourism Management
PHILIPPINE CHRISTIAN UNIVERSITY
06.2011 - 04.2015
High School Graduate -
MAGSAYSAY MEMORIAL COLLEGE
06.2007 - 03.2011
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