Carlyn Dorado de Leon

549 Zone 3 Del Rosario,

Canaman, Camarines Sur

+63-998-219-4013

[email protected]

PROFESSIONAL SUMMARY

Detail-oriented quality analyst with 3 years of experience in the field exhibits a professional demeanor and excellent communication and interpersonal skills. Skilled at evaluating both verbal and written customer contact by agents while coaching them for success in executing superior service to customers. Dedicated customer service representative for 5 years passionate and skilled in customer care and support. Proficient in responding to customer complaints and finding solutions, customer request management and providing product analysis for customers.

WORK EXPERIENCES:

July 2015-January 2019, Sutherland Global Services-Camarines Sur, Philippines

Senior Quality Analyst/Customer Experience Specialist (Amazon)

·         Achieved daily, weekly and monthly audit and sampling goals per guidelines and provided performance feedback and input on all monitored calls to improve service quality and implemented strategies for career development

·         Accommodated daily scrubbing request/accomplished mining and completes contact level analysis on a weekly basis to come up with an analysis on a team level, highlighting opportunities in both process and performance

·         Delivered quality reports requested by the management and clients and interacts with operations and support groups regarding transactions and service quality improvement

·         Participated in internal and client calibrations with Quality and Operations and ensure consistent scoring

·         Facilitated new hire certification and governance in their first 30 days after training

August 2014-June 2015, Sutherland Global Services-Camarines Sur, Philippines

Customer Service Representative (Amazon)

·         Provided information about products and services, respond to customer complaints, helping solve problems such as: locating a package; returning an item; or assisting a delivery driver to get a package to a customer on time

November 2013-July 2014, Sutherland Global Services-Camarines Sur, Philippines

Customer Service Representative (McAfee Sales and Retention)

·         Trained to keep a customer who might no longer be interested in a company’s ongoing services Took inbound calls to existing customers who have recently obtained and/or upgraded services on their account, answered questions regarding billing, how a particular product works, what type of support is available, and so on.

October 2012-November 2013, Sutherland Global Services-Camarines Sur, Philippines

Customer Service Representative/Technical Support Representative (Intuit TurboTax)

·         Provided information about products and services, respond to customer complaints, helping solve problems about tax computation software. Expert in analyzing, troubleshooting and resolving technical issues for voice, internet or data installation and connection issues

November 2011-August 2012, Convergys Philippines Services – Commonwealth, Quezon City

Customer Service Representative/Technical Support Representative (ATT Business Care)

·         Responded to customer queries about telecom services, equipment, promotions, roaming and billings. Enhanced customer retention and satisfaction by providing outstanding and prompt customer services

June 2011-November 2011, NCO RMH Teleservices Asia Pacific – Mother Ignacia St, Quezon City

Customer Service Representative/Sales/Technical Support Representative (TMobile GenCare)

·         Responded to customer queries about telecom services, equipment, promotions, roaming and billings. Enhanced customer retention and satisfaction by providing outstanding and prompt customer services

November 2010-February 2011, Sutherland Global Services-Camarines Sur, Philippines

Customer Service Representative (H & R Block)

·         Provided information about products and services, respond to customer complaints, helping solve problems such as: checking their transaction history, balance/line of credit, tax computation and when will they receive their tax refund

TRAININGS AND CERTIFICATION:

Service and Sales Process

ELJ Bldg ABS CBN CompOund

Mother Ignacia Quezon City

August 23 – 25 2011

English Proficiency Program (EPP)

Cam. Sur International Trade Center,

BMC Road, Panganiban Drive, Naga City

September 27, 2010 – October 29, 2010

EDUCATION:

TERTIATY – University of Nueva Caceres – Naga City- 2018-2019

BSBA in Human Resource Development Management

TERTIATY – University of Nueva Caceres – Naga City- 2007-2009

Bachelor of Science in Nursing

SECONDARY – University of Nueva Caceres – Naga City- 2003-2007

Basic Information:

Age: 27 years old

Sex: Female

Birthday: September 24, 1991

Civil Status: Single

REFERENCES:

Saurabh Guwalani

Training and Quality Manager

Sutherland Global Services

Pili, Camarines Sur

0906-260-4273

John Michael Pacardo

Team Manager – Amazon

Sutherland Global Services

Pili, Camarines Sur

0929-855-7592

Jackielyn Del Rosario

Kaizen Promotion Officer

Sutherland Global Services

Pili, Camarines Sur

+639398825209

I hereby certify that the above information is true and accurate.

__________________________________

Carlyn Dorado de Leon