Chinevy M.
Mid-Level Customer Service Quality Analyst
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Chinevy M., a seasoned Quality Analyst, has over three years of experience in corporate operations with an emphasis on executive administrative support. She adeptly manages stakeholder calendars and email operations, ensuring efficient communication without potential disruptions. With a specialty in the client-to-operations interface, Chinevy effectively organizes priorities, preventing administrative inefficiencies. Her proficiency in Google Sheets, Looker Studio, and Power BI enables stakeholders to quickly assess performance and discern operational gaps, optimizing actionable solutions. Having held roles both in email and chat modalities, she evaluates numerous customer service interactions, ensures compliance, and promotes high-quality client engagement. Chinevy organizes regular training and calibration sessions to align team performance with required standards. Her educational foundation in BS Psychology from Bohol Island State University and skills in various digital platforms underpins her expertise. Chinevy consistently exceeds expectations in performance assessments, demonstrating her significant contribution to organizational success.
Experience
Quality Analyst
Email Modality · 2024 — 2026Conduct evaluations of 40 to 50 CSR interactions to verify compliance with program benchmarks and maintain high-quality customer interactions. Participate in a monthly 4-hour immersion as a Customer Service Representative for both Chat and Email Modalities, utilizing Salesforce and Bliss CRM. Create and conduct targeted training sessions aimed at helping agents grasp program requirements and quality guidelines. Utilize Google Sheets for performance metric analysis, converting raw data into actionable insights using Power BI. Organize and facilitate weekly calibration sessions via Google Meet and Zoom with team leads to ensure alignment on guidelines, identify performance gaps, and suggest data-driven solutions. Initiated the line-of-business and assisted in the development of frameworks for Performance Dashboards and Update Bulletins while managing the connection point between operations and clients.Quality Analyst
Chat Modality · 2023 — 2024Conduct assessments of 80-90 CSR interactions to ensure adherence to standard operating procedures and optimize customer satisfaction. Engage in a monthly 4-hour immersion as a Customer Service Representative for Chat, employing Bliss CRM to interact with customers. Deliver targeted training sessions to support agents in mastering program requirements and quality guidelines. Perform analysis of performance metrics with Google Sheets, enabling transformation of raw data into clear, actionable insights on Power BI. Facilitate weekly calibration sessions using Google Meet and Zoom with team leads to maintain alignment on guidelines, highlight performance gaps, and propose data-driven solutions.Customer Service Representative (CSR)
Company not specified · 2021 — 2023Address and resolve inquiries from both customers and merchants regarding ride-sharing and online food delivery in an efficient and professional manner. Successfully manage 2 chat concurrencies, completing 30-45 chats during each 8-hour shift with the aid of Bliss CRM. Consistent attainment of key performance indicators, including AHT, CSAT, and QA.
Skills & Expertise
Education
- BS Psychology (Graduate)Bohol Island State University - Main Campus · 2018 — 2022