Ceandy A.

Ceandy S. is an analytical Quality Assurance Specialist with seven years of experience in the BPO industry, including four years dedicated to Global Technical Support accounts. At Teleperformance, Inc., Ceandy has executed rigorous quality audits for telecommunications and premium electronics portfolios, ensuring strict adherence to client SLAs while driving process optimization initiatives. Leveraging expertise in Root Cause Analysis, NICE CXone, Salesforce CRM, and data visualization, Ceandy has consistently improved customer satisfaction (CSAT) and first call resolution (FCR) scores through targeted feedback and compliance auditing. Earlier roles included managing high-tier customer escalations and enhancing documentation protocols, drawing on a solid grounding in technical troubleshooting and process improvement. Ceandy holds a Bachelor of Science in Physical Therapy and previously worked in the healthcare sector as a Physiotherapy Technician in King Abdulaziz Naval Base Hospital, demonstrating a versatile career across global technical support and healthcare environments.