Arminda M.
Senior Customer Support and Quality Assurance Specialist
Open to offersNew to PlatformAbout
Arminda M. is an experienced Operations Coordinator and Customer Support & QA Specialist with over a decade of professional experience in customer service, technical support, sales, training, and quality assurance. Her background includes roles at MMG, where she managed outbound sales teams, conducted quality assurance monitoring, and delivered actionable performance feedback in fast-paced environments. She has also worked in the healthcare, automotive dealership, and technology sectors, supporting clients and internal operations. With a Bachelor of Business Management from University of the East – Recto, she excels in workflow coordination, agent training, and data tracking & reporting using tools like Excel and CRM systems. Her responsibilities have encompassed managing schedules, preparing performance reports, onboarding staff, and executing technical troubleshooting for large-scale customer-facing operations.
Experience
Senior Outbound Sales Representative / Trainer / Quality Assurance
MMG · 2013 — 2026Conducted outbound sales calls while ensuring high conversion rates, trained and coached agents to enhance performance and sales techniques, monitored quality assurance and provided actionable feedback, and prepared performance reports on various timelines.Telephone Sales Representative / Admin Support
FLF – Fat Loss Factor · 2013 — 2013Managed both inbound and outbound sales and processed orders, took charge of administrative tasks such as reporting and payroll, conducted initial interviews, created training materials, and utilized WordPress to upload content.Chat Support Representative
ETS · 2012 — 2013Assisted customers through chat with automotive dealership inquiries, qualified leads for dealer follow-ups, and ensured accurate data capture of customer information.Web Researcher (Freelance)
Elance · 2012 — 2013Researched and compiled information on events and seminars in Dubai, UAE, organizing the data into structured Excel reports.Appointment Setter (Freelance)
Odesk · 2012 — 2012Scheduled appointments for webinars and client meetings, updated tracking sheets, and provided support for client operations.Product & Language Trainer (iConnect Certified)
Teletech Customer Care Management Philippines · 2010 — 2012Delivered training for new hires on both voice and non-voice programs, monitored agent performance via quality assurance and coaching, and prepared client reports while maintaining training documentation.Technical Support Representative (Charter Account)
Teletech Customer Care Management Philippines · 2009 — 2010Resolved customer internet and technical issues, processed service requests, and ensured delivery of high-quality customer support.Customer Care Representative (UHG Account)
Teletech Customer Care Management Philippines · 2007 — 2009Assisted customers with healthcare benefits and claims processing, responded to inquiries with professionalism, and maintained high levels of customer satisfaction.
Skills & Expertise
Education
- Bachelor of Business ManagementUniversity of the East – Recto
- Bachelor of Business ManagementPolytechnic University of the Philippines – Sta. Mesa
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