Archie S.
Mid-Level Customer Service Quality Analyst
Open to offersNew to PlatformAbout
Archie S. is a seasoned Customer Service Professional with over 8 years of hands-on experience in high-volume customer service, primarily within retail support, roadside assistance, and business process outsourcing environments. At Collective Solution in Quezon City, Archie managed roadside service requests for multiple car insurance providers, verifying customer coverage and coordinating service for stranded motorists. His previous roles at Foundever and Sutherland Global Services included delivering high-performance retail customer service and executing comprehensive quality assurance duties such as call auditing, coaching, and action planning to enhance team performance. Additionally, Archie contributed to employee onboarding and training module facilitation, demonstrating solid proficiency with industry tools like MS Word and Excel while supporting major accounts, including Amazon.
Experience
Roadside Assistant
Collective Solution · 2021 — 2026Handled service requests from multiple car insurance providers, ensuring verification of customer policy coverage while engaging appropriate service providers for stranded motorists. Followed up with customers to confirm service completion and maintain their safety.Customer Service Representative (Retail)
Foundever · 2021 — 2021Utilized previous retail experience to thrive in a new account setting while upholding high performance metrics in a dynamic retail support environment.Customer Service Representative / QA / Training Assistant
Sutherland Global Services · 2016 — 2021As a Quality Analyst, reviewed call interactions and offered coaching to team members, formulating action plans aimed at enhancing performance metrics. In the role of Training Assistant, delivered training modules for new employees, ensuring thorough comprehension of processes and effective call-handling methods. Served as an agent on the Amazon Account for five years, developing expertise across various roles and operational contexts.
Skills & Expertise
Education
- BSBA Major in Marketing ManagementTarlac State University · 2015 — 2016
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