RYAN JOSEPH JAVIER
Quality Analyst
Pasig City
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
7
7
years of professional experience
8
8
years of post-secondary education
Work History
PMO Assistant
Alsons/Aws Information Systems Inc.
07.2018 - 04.2019
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Monitored the automated software of transferring, deleting and archiving the files of our clients.
Chat Support
KGB Philippines
06.2019 - 01.2020
- Enhanced customer satisfaction by addressing and resolving complex inquiries through chat support.
- Assisted customers via chat support, ensuring accessibility and convenience.
- Collaborated with team members to optimize chat support procedures and share best practices.
- Managed live chat support during peak hours, providing real-time assistance to customers and resolving issues quickly.
Email Support Associate / Quality Assurance Specialist
Transcosmos Asia Philippines
05.2020 - 04.2024
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Monitored employee and customer interactions to assess quality of service.
- Reduced response times for client issues through effective prioritization and task management.
- Led quality talks to newbies and tenured to discuss quality process.
- Coached agents to discuss areas for improvement.
- Led calibration session to check on alignment between operations and client.
Quality Protocol Expert/Quality Analyst
TaskUs Inc.
06.2024 - Current
- Analyzed quality and performance data to support operational decision-making.
- Developed and maintained quality assurance procedure documentation.
- Led calibration sessions to make sure the alignment between operations and the client.
Education
High School Diploma -
Pasig Catholic College
01.2009 - 01.2013
Bachelor of Science - Business Administration Major in Human Resource Development Management
Philippine School of Business Administration
01.2013 - 01.2017
Skills
- Quality improvement
- Delivers results in high-pressure environments
- Streamlined performance
- Constructive mindset
- Quality improvement initiatives
- Audit processes
- Quality processes
- Data validation
- Data analysis
- Report creation
Affiliations
Rotaract Club District 3800
Timeline
Quality Protocol Expert/Quality Analyst
TaskUs Inc.
06.2024 - Current
Email Support Associate / Quality Assurance Specialist
Transcosmos Asia Philippines
05.2020 - 04.2024
Chat Support
KGB Philippines
06.2019 - 01.2020
PMO Assistant
Alsons/Aws Information Systems Inc.
07.2018 - 04.2019
Bachelor of Science - Business Administration Major in Human Resource Development Management
Philippine School of Business Administration
01.2013 - 01.2017
High School Diploma -
Pasig Catholic College
01.2009 - 01.2013
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