Czelet A.
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Czerlet Anne G. is a dedicated Quality Analyst and Customer Service Representative with over four years of progressive experience at VXI Global Solutions. Transitioning from a Customer Service Representative to a Quality Analyst, she evaluated 80-120 customer interactions weekly, enhancing compliance and standards. Her keen ability to identify performance gaps and provide targeted coaching resulted in a 30% improvement in QA scores. She played a pivotal role in reducing scoring discrepancies by 30% through calibration sessions with team leaders. At SITEL, she managed high-volume inquiries, maintained excellent customer satisfaction (CSAT) rates of 90-100%, and supported sales with a 15% conversion rate. Her proficiency in Root Cause Analysis (RCA) and KPI Tracking involves meticulous monitoring of agent productivity, contributing significantly to performance improvement. Czerlet Anne holds a Bachelor of Science in Entrepreneurship from Pamantasan ng Lungsod ng Pasig and is certified in Lean Six Sigma, bolstering her process improvement expertise.
Experience
Quality Analyst
VXI Global Solutions · 2024 — 2026Evaluated customer interactions, ensuring adherence to company and client standards. Identified performance gaps to enhance QA scores, while conducting calibration sessions with team leaders to minimize scoring discrepancies. Executed Root Cause Analysis on detractor cases and monitored agent adherence and productivity to improve KPI performance.Customer Service Representative
VXI Global Solutions · 2021 — 2024Handled a large volume of customer inquiries and complaints, consistently achieving KPIs such as CSAT, AHT, and FCR. Managed daily interactions across inbound and outbound channels, while providing information about products and services with empathy. Supported sales initiatives and mentored new hires to enhance team performance.Customer Service Representative
SITEL · 2019 — 2020Addressed customer account discrepancies and ensured compliance with regulations. Delivered product and service information while maintaining a positive attitude. De-escalated complaints through effective communication and adherence to compliance standards.Sales and Operations Intern (Trainee)
Cookie Cafe Franchise Sys., Inc. (Mrs. Fields Philippines) · 2018 — 2018Assisted with administrative tasks, including data entry and document management in MS Word and MS Excel. Conducted research and outreach to clients, managed incoming calls, and organized business records.
Skills & Expertise
Education
- Bachelor of Science in EntrepreneurshipPamantasan ng Lungsod ng Pasig · 2015 — 2019