STEPHEN PEJAY AUSTRIA
Rodriguez
Summary
Dynamic Quality Analyst with a proven track record at TDCX, excelling in meticulous auditing and quality coaching. Expert in policy interpretation and conflict resolution, driving continuous improvement in customer interactions. Adept at leveraging data-driven reporting to enhance operational standards and team performance, ensuring compliance and excellence in service delivery.
Overview
15
15
years of professional experience
Work History
Quality Analyst
TDCX
Pasig
02.2024 - Current
- Collaborated with team leads to enhance customer interactions while adhering to production and quality guidelines.
- Monitored performance and implemented quality improvement initiatives to uphold operational standards.
- Conducted thorough quality assessments on customer interactions and service processes.
- Collaborated with teams to identify areas for process improvement and efficiency.
- Developed and maintained quality documentation for training and compliance purposes.
Subject Matter Expert (SME) & Team Coordinator
TDCX Philippines
Mandaluyong
06.2022 - Current
- Acted as a Subject Matter Expert and Airbnb Resolution Specialist, addressing complex and high-risk Host and Guest concerns that exceeded standard Community Education Specialist capacity.
- Maintained expert knowledge of Airbnb's current policy, ensuring accuracy and compliance in all resolution outcomes, which supported consistent service delivery.
- Coordinated team efforts by assisting Team Leaders in performance management and delivering innovative, policy-compliant solutions to critical issues.
Virtual Assistant - Airbnb Host
Fission
Remote
02.2024 - 05.2025
- Optimized revenue through dynamic pricing tools like PriceLabs, analyzing market trends to enhance occupancy and Average Daily Rate (ADR).
- Centralized multi-platform operations using Hostaway, achieving seamless calendar synchronization and automated communication across all booking channels.
- Provided end-to-end operational support for short-term rental owners, specializing in high-level listing management and guest relations.
- Coordinated cleaning schedules and tracked utility maintenance with Breezeway and TurnoverBnB (now Turno), managing field teams to maintain peak property standards.
CSR
IQOR PHILIPPINES
Davao City
01.2021 - 02.2021
- Clarified order details and preferences with customers to ensure accuracy and satisfaction.
- Processed customer orders with precision using point-of-sale systems to maintain service quality.
- Streamlined order management system to enhance customer interactions during order placement.
Collection Specialist
AFNI Philippines
Quezon City
01.2020 - 08.2020
- Managed customer accounts to achieve timely collection of outstanding payments, improving cash flow.
- Communicated with clients about payment options and account status, fostering positive relationships.
- Resolved disputes by investigating account discrepancies with effective problem-solving skills.
- Documented collection efforts and maintained accurate records, supporting compliance and reporting.
TSR
Teletech Telstra
Pasay City
12.2016 - 10.2017
- Collaborated with engineering teams to escalate and resolve complex technical problems swiftly.
- Diagnosed technical issues using remote troubleshooting tools to enhance resolution efficiency.
- Documented customer interactions in ticketing system to improve service continuity.
TSR
VXI Global Solutions
Quezon City
03.2015 - 12.2015
TSR
PCCW Global
Ortigas Pasig
06.2011 - 10.2011
Education
BSCS - Undergrad
De La Salle Araneta University
Malabon City03-2022
BSIT - Undergrad
STI Colleges
Manila03-2019
BSCS - High School
Saint Joseph School
Quezon City03-2008
Skills
- Meticulous auditing
- Data-driven reporting
- Performance investigation
- User experience analysis
- Quality coaching
- CRM system proficiency
- Microsoft Excel expertise
- Office applications
- Critical thinking
- Ticket management
- Listing management
- Calendar synchronization
- Active listening skills
- Office applications
- Data encoding
- Programming skills
Languages
English (Native)
Filipino (Native)
French (Basic Read and Write)
Timeline
Quality Analyst
TDCX
02.2024 - Current
Virtual Assistant - Airbnb Host
Fission
02.2024 - 05.2025
Subject Matter Expert (SME) & Team Coordinator
TDCX Philippines
06.2022 - Current
CSR
IQOR PHILIPPINES
01.2021 - 02.2021
Collection Specialist
AFNI Philippines
01.2020 - 08.2020
TSR
Teletech Telstra
12.2016 - 10.2017
TSR
VXI Global Solutions
03.2015 - 12.2015
TSR
PCCW Global
06.2011 - 10.2011
BSCS - Undergrad
De La Salle Araneta University
BSIT - Undergrad
STI Colleges
BSCS - High School
Saint Joseph School