Shirley Frias
Paranaque City,00
Summary
Quality-focused professional with a robust history in call center environments, specializing in quality assurance and process optimization. Known for delivering insightful evaluations that drive continuous improvement and enhance customer interactions. Strong collaborator with a track record of adapting to evolving operational needs and maintaining team cohesion while achieving key performance targets.
Overview
22
22
years of professional experience
Work History
Quality Assurance Specialist
Teleperformance
02.2013 - 01.2024
- Company Overview: Quality Assurance Specialist at Lazada Philippines, Hotels.com, and Hireright
- Conduct comprehensive reviews and evaluations of voice, email, and chat interactions
- Identify discrepancies from established standards and pinpoint areas requiring improvement
- Develop agent coaching and training initiatives to enhance performance
- Analyze and evaluate chat interactions to identify opportunities for service improvement
- Create programs to elevate the overall quality of customer experiences
- Examine and verify call center performance data, emails, voice logs, and customer feedback
- Deliver structured and timely recommendations, both verbal and written, to Quality Supervisor, Manager, Operations, and Service Quality Teams
- Utilize customer service expertise to identify process improvement opportunities within the team
- Ensure information accuracy and service quality by monitoring phone calls and suggesting enhancements
- Evaluate verification results, including scripting skills, product knowledge, etiquette, and call closure
- Engage in receiving and making calls to stay updated on current processes
- Quality Assurance Specialist at Lazada Philippines, Hotels.com, and Hireright
Quality Control Representative
Aegis People Support
02.2011 - 02.2013
- Screen and analyze data provided by agents to ensure the accuracy and quality of verified products
Verification Representative
Hireright
03.2011 - 02.2011
- Conduct comprehensive background checks for clients, including employment verification, education, and professional references
- Assess job applicants' qualifications and character while evaluating hiring risks for safety and security
Sales Representative
Affinion
03.2006 - 02.2011
- The scope of responsibility focuses on new business development, territory expansion, sales generation, and profit growth
- Consistently outperformed client expectations and ranked as one of the account's top sellers
Customer Service Representative
Callwave and MOBIPCS
03.2006 - 02.2011
- Learned various plans and techniques for dealing with technical issues, as well as billing and payment procedures
- Wrote personal responses to incoming letters and spoke directly with customers over the phone
- High-energy level, dynamic, and proactive in handling customer complaints, seasoned in answering phone and written inquiries
- Assisted prospective customers by explaining services and products and guiding them through sign-up
Secretary/ Admin Sales Assistant
Dickies Jeans USA
04.2001 - 03.2006
- Managed administrative tasks, including organizing files and handling correspondence to support efficient office and sales operations
- Answered and directed phone calls, assisting clients, addressing inquiries, and coordinating with departments to ensure seamless communication
- Consolidated sales data and updated sales databases, helping out monthly reports to help analyze team performance and support strategic adjustments
Education
Bachelor of Science - Hotel and Restaurant Management
College of the Holy Spirit
01.1999
Skills
- Knowledge sharing
- Call center terminology
- Call center applications
- Call center performance metrics
- Verbal communication
- Written communication
- Microsoft Word
- Microsoft Outlook
- Document preparation
- Email management
- Basic Excel
- Data entry
- Simple formulas
- Quality calibration
- Time management
- Quality assurance
- Detail-oriented
- Problem-solving skills
- Customer service
- Customer focus
- Issue resolution
Accomplishments
- Certificate of Recognition as a Top QA Specialist
- 04/01/18
- 09/01/18
- 02/01/19
- 04/01/19
- 10/01/19
Languages
English
Bilingual or Proficient (C2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Quality Assurance Specialist
Teleperformance
02.2013 - 01.2024
Verification Representative
Hireright
03.2011 - 02.2011
Quality Control Representative
Aegis People Support
02.2011 - 02.2013
Sales Representative
Affinion
03.2006 - 02.2011
Customer Service Representative
Callwave and MOBIPCS
03.2006 - 02.2011
Secretary/ Admin Sales Assistant
Dickies Jeans USA
04.2001 - 03.2006
Bachelor of Science - Hotel and Restaurant Management
College of the Holy Spirit
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