Roxette Zamora
Quality Analyst
Caloocan City,Philippines
Summary
Perceptive Quality Coordinator with 4 years of experience reviewing and optimizing systems and processes. Observes and collaborates with main workforce to understand and streamline standard operating procedures. Innovative in increasing efficiency and eliminating waste.
Overview
3
3
Certifications
6
6
years of post-secondary education
7
7
years of professional experience
Work History
Quality Analyst
Sykes Asia
Mandaluyong City, Philippines
10.2016 - Current
- Monitored calls/emails made by agents to provide constructive feedback.
- Performed root cause analysis.
- Developed and maintained quality assurance procedure documentation.
Customer Service Representative
Teletech
Quezon City, Philippines
10.2015 - 03.2016
- Answered constant flow of customer calls and assist them with the requests for products, services
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Private Academic Tutor
Self-Employed
Caloocan City, Philippines
10.2013 - 07.2015
- Motivated students towards learning and studying to build self-confidence and reduce anxiety of failure in writing.
- Collaborated with parents to create tutoring sessions appropriate for student's age, learning preference and learning style.
Customer Support Specialist (Level II)
Convergys
Quezon City, Philippines
12.2014 - 06.2015
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Education
Bachelor of Science - Pharmacy
Our Lady Of Fatima University
Valenzuela City 06.2010 - 10.2016
Skills
Ability to monitor
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
Lean Six Sigma Yellow Belt Certificate
Quote
Fall seven times; stand up eight.
Japanese proverb
Timeline
Lean Six Sigma Yellow Belt Certificate
12-2020
Teaching English as a Foreign Language Certificate
08-2020
Certified Quality Analyst, Sykes Asia
10-2018
Quality Analyst
Sykes Asia
10.2016 - Current
Customer Service Representative
Teletech
10.2015 - 03.2016
Customer Support Specialist (Level II)
Convergys
12.2014 - 06.2015
Private Academic Tutor
Self-Employed
10.2013 - 07.2015
Bachelor of Science - Pharmacy
Our Lady Of Fatima University
06.2010 - 10.2016
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