Cherrie M.
Mid-Level Quality Assurance Specialist
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Cherrie M. is a seasoned professional with over a decade of experience in sales and customer service, including more than nine years in quality assurance. Currently serving as a Quality Assurance team lead at Upwork/Homebase since 2016, she is adept at validating janitorial appointments and providing comprehensive feedback and corrective measures to ensure quality standards are met. Previously, she held a role as a Retention Manager and Customer Service Representative at Convergys, focusing on customer queries and retention strategies for VOIP phone subscriptions and satellite radios. Her career began in quality control at EteleCare Global Solutions, reinforcing her ability to ensure sales validity and adherence to guidelines. She holds a Bachelor’s degree in Commerce with a major in Management Accounting from Foundation University in Dumaguete City, Philippines, and brings meticulous attention to detail, especially in financial record-keeping and procurement from her early roles. Strong communication skills and minimal supervision capabilities underscore her professional adeptness.
Experience
Quality Assurance, Team Lead Generation
Upwork / Homebase · 2016 — 2025Performed validation of janitorial appointments to ensure compliance with all requirements prior to client communication. Initially worked as an agent for setting appointments, transitioning to support for new agents, and eventually advancing to quality assurance, where I provided feedback, corrective measures, and suggested alternative spiels for better customer interaction.Retention Manager / Customer Service Representative
Convergys, Cebu City, Philippines · 2009 — 2016Engaged in various lines of business, starting as a Customer Service Representative addressing VOIP phone subscription queries and billing issues. Assigned to campaigns involving satellite radios in vehicles, I provided technical support and billing assistance. Later managed customer retention efforts by offering tailored solutions to clients attempting to cancel their subscriptions based on stated reasons.Quality Control Associate
EteleCare Global Solutions, Cebu City, Philippines · 2007 — 2008Conducted validation of sales transactions completed by agents to ensure adherence to guidelines and proper customer qualification before product sales. Confirmed the legitimacy of all sales.Accounting Staff
Selections Export International, Cebu City, Philippines · 2004 — 2007Managed the recording and encoding of cash flows and company expenses, ensuring accurate bookkeeping. Accountable for maintaining financial records for presentation to governmental agencies by the accountant at the end of each calendar year.Purchaser
Globalink Employment Services, Manila, Philippines · 2002 — 2003Evaluated prices for products requested by employees across various departments. Responsible for procuring quality products at reasonable prices.
Skills & Expertise
Education
- Bachelor of Science in Commerce major in Management AccountingFoundation University · — — 2002
- High SchoolNegros Academy High School · — — 1998
- Elementary SchoolSouth Poblacion Elementary School · — — 1994
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