Hi, I’m
ZAILA TOLENTINO
Customer Service Representative | Quality Assurance Analyst | Team Leader
Naic,Cavite
Summary
With over 5 years of experience in customer-facing roles across E-commerce and Online Gaming Industries. My expertise includes effective customer service strategies utilizing Zendesk, LiveChat and other communication tools - demonstrating exceptional problem-solving abilities. Proven track record as a Quality Assurance Analyst, ensuring quality and accuracy in Customer Service and Content Moderation. Experienced Team Leader with a strong history of guiding teams to achieve exceptional results.
Languages
English
Advanced (C1)
Overview
6
years of professional experience
Technical Tools
Zendesk, Edesk, Livechat , Avaya, Zoiper, AirCall, GSuite, Outlook
Strengths
Can-Do Attitude : Approaches challenges with enthusiasm and a proactive mindset, consistently finding solutions and driving results.
Problem Solving: Adept at identifying issues, analyzing root causes, and implementing effective solutions to resolve challenges and improve processes.
Adaptability: Flexible in adjusting to changing circumstances and requirements to meet evolving challenges and priorities.
Complaint Resolution: Expert in addressing and resolving customer complaints effectively, ensuring satisfaction and maintaining positive relationships.
Technical Knowledge: Well-versed in utilizing and troubleshooting various tools and systems to enhance operational efficiency and resolve technical issues.
Work History
SOURCEFIT
Customer Service Representative
09.2023 - 08.2024
Job overview
- Managed high-volume customer inquiries through various communication channels, including email, live chat, and phone calls.
- Handle any issues related to orders, including delays, returns, and exchanges, ensuring customer satisfaction.
- Coordinated closely with logistics partners to ensure prompt resolution of any shipping or delivery-related issues faced by customers.
- Maintained detailed records of customer interactions, allowing for better tracking of patterns and trends in customer behavior.
- Escalate queries and concerns to higher levels when necessary to ensure timely and effective resolution.
Enshored
Team Leader
09.2021 - 12.2022
Job overview
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Coordinated with other departments to resolve complex issues and enhance overall user experience.
Enshored
Quality Assurance Analyst
05.2020 - 09.2021
Job overview
- Coached and mentored customer service agents on best practices and performance improvements to enhance content moderation accuracy and efficiency.
- Conducted root cause analysis (RCA) on trending errors and repeat offenses, identifying underlying issues and implementing corrective measures.
- Developed and executed action plans to address performance gaps and operational challenges, ensuring alignment with quality standards and client expectations.
- Prepared and delivered progress reports and Weekly Business Review (WBR) presentations, highlighting performance metrics, trends, and improvement initiatives.
- Led daily huddles and presented policy updates to keep the team informed of new guidelines, procedures, and best practices.
- Coordinated and managed escalations and policy confusion, acting as a liaison between agents and clients to resolve complex issues and clarify policies.
- Monitored agent performance to ensure adherence to targets and quality benchmarks, providing feedback and support to drive continuous improvement.
- Joined and occasionally led calibration sessions with Quality Assurance teams from Singapore to ensure consistency and alignment across global operations.
- Collaborated and occasionally led calibration sessions with Quality Assurance Team from other country ensuring consistency and alignment across global operations.
Castletown Global Services
Quality Assurance Analyst
02.2019 - 05.2020
Job overview
- Monitored and evaluated customer service interactions to ensure adherence to company policies, procedures, and quality standards.
- Conducted regular performance reviews of call recordings and agent communications, providing detailed feedback and coaching to improve service delivery.
- Developed and implemented quality assurance metrics and guidelines to assess and enhance the performance of customer service representatives.
- Analyzed customer feedback and service metrics to identify trends, areas for improvement, and training needs.
- Collaborated with management and training teams to design and deliver targeted training programs based on quality assessment findings.
- Prepared and presented detailed reports on quality performance, including trends and recommendations for process improvements.
- Ensured compliance with regulatory requirements and company policies, maintaining high standards of customer service.
Castletown Global Services
Customer Service Representative
04.2018 - 02.2019
Job overview
- Handled customer queries for Online Gaming client in Ireland and the UK.
- Responds promptly and professionally to customer inquiries via phone, email, or chat
- Effectively resolve product or service issues by understanding the customer's complaint, identifying the root cause, and selecting and explaining the most appropriate solution.
- Provides accurate information about products and services to customers
- Maintain and organize accurate customer records, track interactions, process accounts, and update account information and documents as needed.
- Collaborates with other departments as needed to resolve customer issues
- Escalating queries and concerns, when necessary
- Adhere strictly to the company's communication procedures, guidelines, and policies to ensure consistency and compliance in all interactions.
Accomplishments
- Achieved High Quality Scores by introducing Spot Checking, Team Calibration and Policy Workshop for Customer Service and Content Moderation tasks.
- Achieved passing AHT scores by introducing AHT Tracker for Customer Service and Content Moderation tasks..
- Supervised team of 15-20 staff members.
- Promoted to Team Leader within 15 months due to outstanding work performance.
Education
City University of PasayPasay, Metro Manila, Philippines
Third Year College Undergraduate from Bachelor of Arts in Nursing
04.2001
University Overview
- Nursing Aptitude Test with 614 - Above Average Score
- Stipend Scholarship, 2006 from Office of the Congressman (Pasay City)
Kalayaan National High SchoolPasay, Metro Manila, Philippines
High School Diploma
04.2001
University Overview
- Recipient of Second Honorable Mention, 2005
- Recipient of Vice-Mayor Calixto Achievement Award, 2005-2006
- Recipient of Dr. Pablo Olivarez Medal for Academic Excellence, 2005-2006
- Recipient of ACLC Taguig Medal for Academic Excellence, 2005-2006
- President, Social Studies Club, 2003 to 2006
- Feature Editor, KNHS Student Publication, 2005 to 2006
Timeline
Customer Service Representative
SOURCEFIT
09.2023 - 08.2024
Team Leader
Enshored
09.2021 - 12.2022
Quality Assurance Analyst
Enshored
05.2020 - 09.2021
Quality Assurance Analyst
Castletown Global Services
02.2019 - 05.2020
Customer Service Representative
Castletown Global Services
04.2018 - 02.2019
City University of Pasay
Third Year College Undergraduate from Bachelor of Arts in Nursing
04.2001
Kalayaan National High School
High School Diploma
04.2001
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