Roselle Imari Ilagan
Quality Auditing Analyst
Muntinlupa City
Summary
Dynamic Quality Auditing Analyst with a proven track record at Accenture for enhancing customer satisfaction through meticulous analysis and process improvement. Skilled in MS Excel and documentation, adept at cross-functional collaboration and compliance audit support. Achieved significant project milestones by leveraging both analytical and empathetic approaches to customer service.
Overview
8
8
years of professional experience
1
1
Language
Work History
Quality Auditing Analyst
Accenture
09.2022 - Current
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
- Increased customer satisfaction by analyzing feedback and implementing necessary changes.
Customer Service Representative
Accenture
01.2021 - 09.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
AIG Shared Services
06.2019 - 01.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Customer Service Associate
Hinduja Global Solutions, HGS
01.2017 - 02.2019
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Bachelor of Science - Psychology
University of Perpetual Help
Binan, Province Of Laguna, Philippines 04.2001 -
Skills
Documentation and Analysis
Proficient in MS Excel
Process enhancement
Compliance Audit Support
Data Gathering
Running, Boxing and Gym
I believe having regular physical activities is just as important. Exercise helps me regulate my mood, combat stress and reduce fatigue.
Timeline
Quality Auditing Analyst
Accenture
09.2022 - Current
Customer Service Representative
Accenture
01.2021 - 09.2022
Customer Service Representative
AIG Shared Services
06.2019 - 01.2021
Customer Service Associate
Hinduja Global Solutions, HGS
01.2017 - 02.2019
Bachelor of Science - Psychology
University of Perpetual Help
04.2001 -
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