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Eric M. — Senior Customer Experience Assurance Lead from Philippines

Eric M.

Senior Customer Experience Assurance Lead

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Eric S. is a seasoned leader in the telecommunication and customer service industries, with over a decade of expertise in roles such as Qualitative Interview Host Lead at M3 Global and Customer Service/IT Quality Assurance Lead at Perfecting Service. His prowess in qualitative research and quality management has been pivotal in spearheading projects and optimizing customer experience assurance. At Vodafone Qatar, Eric held various positions that cemented his skills in customer experience and process enhancement, earning accolades like Call Center of the Year and Best in Customer Service. Holding a Bachelor of Arts in Classical Philosophy, Eric excels in remote team management, demonstrating a remarkable aptitude for coaching, training, and using platforms like Microsoft Office, Google apps, and CRM systems to elevate team performance and client satisfaction.

Experience

  • Qualitative Interview Host Lead

    M3 Global · 2024 — 2025
    Oversaw the Qualitative Interview Host team, managing leadership and stakeholder engagement for specialized market and clinical research projects. Provided expertise in interview and research platforms, facilitating training and solution delivery. Coordinated project activities among internal and external stakeholders.

  • Customer Service/IT Quality Assurance Lead

    Perfecting Service · 2016 — 2022
    Managed a team of quality assurance and analysis, leading initiatives focused on compliance, calibration, training, coaching, and technical enhancements aimed at improving client satisfaction, retention, and referrals.

  • Customer Experience Assurance Analyst

    Vodafone Qatar · 2013 — 2014
    Conducted analysis as a Customer Experience Assurance Analyst, ensuring quality assurance processes were followed. Participated in customer experience improvement initiatives.

  • Quality Assurance Analyst/Lead

    Vodafone Qatar · 2012 — 2013
    Led and performed quality assurance analysis, ensuring compliance with established standards and processes within the organization.

  • Complaint Analyst for Regulatory (ICT/CRA)

    Vodafone Qatar · 2012 — 2012
    Analyzed complaints in the context of regulatory matters regarding Information and Communications Technology.

  • Vodafone Money Account Support Specialist

    Vodafone Qatar · 2011 — 2012
    Provided support for Vodafone Money accounts, addressing customer inquiries and ensuring appropriate service delivery.

  • Back Office Specialist

    Vodafone Qatar · 2009 — 2010
    Handled back office operations, supporting customer service and administrative tasks.

  • Customer Service Representative & Support

    Vodafone Qatar · 2009 — 2009
    Delivered customer service and support, addressing inquiries and providing assistance to customers.