Cherry C.
Mid-Level Quality Assurance Analyst
Open to offersNew to PlatformAbout
Cherry R. is a seasoned Customer Service Professional with over five years in customer-facing roles across various industries, including healthcare, fitness equipment, and pay TV services. Known for delivering exceptional customer experiences, Cherry excels in problem-solving and quality assurance within fast-paced environments. At EXLSERVICE Philippines Inc., she adeptly managed healthcare member inquiries, ensuring accurate information on health insurance benefits and policies. During her tenure at TTEC, she served as a Quality Assurance Analyst, where she monitored multi-channel associate interactions and optimized service delivery through comprehensive evaluations and performance analysis. Cherry's adeptness with digital tools and analytical skills facilitated her key role in Root Cause Analysis to propose strategic resolutions. Her diverse background also includes technical support for Comcast and customer care at Sutherland Global Solutions, where she supported Australian mobile services. With consistent performance across channels, Cherry R. continues to uphold high standards of service excellence.
Experience
Customer Service Representative for Healthcare
EXLSERVICE PHILIPPINES INC · 2025 — PresentManaged inbound calls from members and patients, providing information about health insurance benefits, eligibility, coverage, and policies. Verified customer information and updated account details as necessary, ensuring accurate documentation of interactions in the company's CRM system.Quality Assurance Analyst
TTEC@home · 2022 — 2024Evaluated associate interactions across phone, chat, and email channels to ensure compliance with client-defined quality standards. Identified performance gaps and suggested recommendations to enhance service delivery. Collaborated with Operations on Customer Journey Mapping to address customer experience pain points and developed relevant solutions.Member Support Associate
TTEC@home · 2021 — 2022Provided support to U.S. members via phone, chat, and email regarding fitness equipment memberships, managing inquiries about billing, promotional offers, and account support. Assisted with order tracking, refunds, exchanges, and warranty claims, ensuring a professional approach to problem resolution while maintaining accurate documentation.Support Ambassador
TDCX Philippines · 2020 — 2021Delivered support to guests and hosts on the Airbnb platform, facilitating account setup, booking reservations, and navigation assistance. Guided hosts on account management and listing optimization while resolving payment issues and reservation disputes in accordance with company policies.Customer Service Representative
Sutherland Global Solutions · 2019 — 2020Assisted Australian clients with prepaid mobile activation, account management, and troubleshooting support. Maintained precise documentation of interactions to support efficient follow-ups and consistently met performance metrics.Customer Service Representative - Chat and Email
Sutherland Global Solutions · 2020 — 2020Supported customers through chat and email regarding Lenovo products, providing troubleshooting steps for technical issues and assisting with warranty claims and order inquiries while maintaining thorough documentation.Customer Service Representative
Convergys · 2017 — 2019Assisted customers with payment processor accounts, addressing inquiries related to transactions, refunds, and escalations. Provided detailed policy explanations and maintained documentation of interactions to ensure compliance and quality service.Customer Service Representative / Technical Support Representative
Sykes Asia Inc. · 2013 — 2017Addressed inquiries related to billing, subscriptions, and technical support for Australian Pay TV services. Guided customers through equipment setup and complaint resolution while ensuring accurate documentation in the CRM system.Technical Support Representative - Phone / Email / Chat Support
Transcom Worldwide – Philippines · 2009 — 2011Managed product inquiries, complaints, and billing issues for Comcast HSI, delivering accurate troubleshooting procedures to resolve internet-related concerns.Technical Support Representative
SPI (ePLDT Ventus) · 2007 — 2009Provided troubleshooting support for internet connectivity issues, addressed customer complaints, and offered detailed explanations regarding billing and refunds.Sales Secretary
Arizona Marketing Corporation · 2006 — 2007Assisted with secretarial tasks for the Marketing Manager, including project proposals, quotations, invoicing, and calculating monthly commissions. Operated telephone systems using PABX.Assistant Secretary / Messenger
Anvil Business Club – Association of Young Filipino-Chinese Businessmen · 2006 — 2006Conducted various clerical duties and supported administrative tasks as assigned.Cashier
Welcome Supermarket Inc. · 2005 — 2006Engaged in merchandising tasks and managed sales remittances at the end of shifts.
Skills & Expertise
Education
- Bachelor of Science in Computer ScienceAdamson University · 1996 — 1998
- High School DiplomaTorres High School · 1992 — 1996
- Elementary School DiplomaF. Benitez Elementary School · 1986 — 1992
Interested in this professional?
Sign in as an employer to save this profile or invite Cherry C. to a job.
Sign in as an employer