Customer Service Manager | QA Supervisor & Support Strategist | Customer Experie

With 15 years of experience in the fast-paced telecommunications and customer service industries, I deliver top-tier customer support that protects brand reputation and drives client retention. Having advanced from a front-line Customer Service Representative (CSR) to a Quality Assurance Supervisor and Operations Manager, I understand customer support from every angle—from individual ticket handling to high-level SLA compliance. I am highly skilled at managing omni-channel support (Email, Chat, and Voice) and handling complex client interactions with high empathy, patience, and professionalism. My practical capabilities include: Advanced Objection Handling & Retention: Expert at turning difficult situations around. I excel at navigating high-stress customer interactions, de-escalating frustrated clients, and converting objections (such as "not interested" or a lack of time) into successful retention and sales opportunities. SLA & Queue Management: Highly disciplined in maintaining low First Response Times (FRT) and high Customer Satisfaction (CSAT) scores while efficiently managing busy ticket queues. Escalation & Tier-3 Support: Trusted to handle complex, high-stakes customer complaints that require critical thinking, specialized problem-solving, and a calm, authoritative demeanor. CRM & Tool Proficiency: Seamlessly navigate advanced customer support ecosystems, utilizing Zendesk for ticketing workflows and Aircall for efficient voice communication. SOP & Quality Standards: I don’t just follow scripts; I understand the metrics behind them. I apply strict quality assurance standards to every interaction to ensure consistency and compliance with company policies. Whether managing daily ticket volumes, resolving critical escalations, or finding ways to improve customer loyalty, I bring a reliable, proactive, and results-oriented approach to your support operations.

Here is a professional, high-impact work description for Quality Assurance (QA) for your OnlineJobs.ph profile. This section positions you as a strategic QA specialist—someone who understands how to build standards, calibrate teams, and improve performance metrics to protect brand reputation. Quality Assurance (QA) & Performance Optimization I bring extensive experience in designing, implementing, and managing Quality Assurance frameworks that elevate service standards and maximize customer retention. Having advanced my career into a QA Supervisor and Operations Management role, I look beyond basic compliance; I focus on identifying performance gaps, alignment across teams, and driving the behaviors that directly improve customer satisfaction (CSAT) and lifetime value. I specialize in translating company goals into clear, actionable quality metrics that agents can easily follow and maintain. My practical QA capabilities include: Framework & Rubric Design: Creating structured quality evaluation forms, performance rubrics, and compliance baselines tailored to chat, email, and voice support channels. Calibration & Consistency: Leading calibration sessions with stakeholders to eliminate auditing bias and ensure that quality standards are interpreted uniformly across the organization. Root Cause & Trend Analysis: Using historical interaction data and spreadsheet tracking to identify recurring agent errors, process bottlenecks, or shifts in customer sentiment. Targeted Coaching & Feedback: Translating QA scores into constructive, data-backed coaching sessions and creating Standard Operating Procedures (SOPs) to bridge knowledge gaps. SLA & Compliance Safeguarding: Auditing workflows to ensure that team members strictly adhere to security policies, proper account handling protocols, and company guidelines. Whether you need to build a remote QA department from scratch, improve the accuracy of your current auditing processes, or tie your quality scores directly to better business results, I bring a reliable, systems-driven approach to your operation.

I provide high-level administrative management and executive support designed to streamline business operations, organize backend data, and free up valuable time for business owners. With a strong operational background, I approach administrative tasks with a systems-oriented mindset—ensuring that data is meticulous, files are securely structured, and daily digital workflows run smoothly. My administrative and management capabilities include: Process & Workflow Automation: Creating, updating, and documenting Standard Operating Procedures (SOPs) to ensure team consistency, operational efficiency, and seamless onboarding. Information & Database Management: Expert organization of digital workspaces. I specialize in building and maintaining structured file management systems across Google Workspace and Microsoft Excel, ensuring data is highly scannable, secure, and easily accessible. Tools & Platform Administration: Confident managing user permissions, internal workflows, and configurations on essential remote tools, including Zendesk for support queues and Aircall for communications. Financial Admin & Transfer Coordination: Experienced in securely handling international and local digital financial transfers, expense tracking, and vendor/billing updates using platforms like Wise and PayPal. Project Coordinating & Calendar Management: Managing timelines, tracking deliverables, scheduling critical meetings, and keeping cross-functional tasks on track to meet company-wide goals. I operate with absolute discretion, sharp attention to detail, and the high autonomy required of a trusted remote administrative partner.

I provide data analytics and reporting services focused on turning raw operational metrics into clear, actionable business insights. With a background heavily rooted in managing Service Level Agreements (SLAs), quality performance, and team workflows, I specialize in building data systems that help business owners identify trends, spot bottlenecks, and make informed strategic decisions. I bridge the gap between complex numbers and executive decision-making by creating clean, scannable summaries and automated tracking dashboards. My analytical and reporting capabilities include: Operational & KPI Modeling: Building performance tracking frameworks to analyze crucial business metrics, including response times, resolution rates, quality assurance (QA) scores, and volume trends. Data Synthesis & Cleaning: Extracting messy raw data from customer relationship management (CRM) systems and ticketing platforms (such as Zendesk or Aircall logs) and organizing it into structured databases. Trend & Root Cause Analysis: Analyzing historical data to isolate operational inefficiencies, identify patterns in customer objections or customer churn, and provide data-backed recommendations for improvement. Interactive Dashboard Design: Utilizing advanced spreadsheet logic to construct custom, intuitive dashboards and scorecards that allow management to monitor business health at a glance. Data-Driven Problem Solving: Moving past simple data entry to act as an analytical partner—translating numbers into practical, real-world action items that improve team output and customer satisfaction.

I possess advanced data management and reporting skills in Microsoft Excel, utilizing the platform as a core tool for operational tracking, performance auditing, and business intelligence. Rather than just performing basic data entry, I build structured, scalable spreadsheets that help businesses track KPIs, monitor SLAs, and make data-driven decisions. My practical capabilities include: Data Analysis & Cleaning: Organizing large, messy datasets from CRM and ticketing platforms (like Zendesk) into clean, filterable, and scannable databases. Formulas & Functions: Proficient in writing efficient formulas (including VLOOKUP, XLOOKUP, INDEX/MATCH, IF statements, and text/date manipulation functions) to automate repetitive calculations and reduce human error. Operational Dashboards & Reporting: Designing custom tracking sheets, performance scorecards for agents, and operational dashboards that summarize complex data at a glance. Data Visualization: Creating clean, professional charts and graphs that clearly map out performance trends, call volumes, and quality assurance metrics for management review. Audit Trail Maintenance: Establishing secure, well-structured spreadsheet workflows that team members can update seamlessly without breaking formulas or formatting. Whether you need a robust tracking system built from scratch, an automated daily operations report, or deep-dive analysis into your support team's metrics, I ensure your data is accurate, organized, and highly actionable.