James S.

Not specified

• Quality Assurance Analyst

  Dyninno Philippines Inc. · 2023 — 2024
  Conducted audits on a large volume of customer service calls to verify adherence to company standards, sales protocols, and regulatory requirements. Delivered feedback and coaching to agents, enhancing their performance and contributing to a reduction in attrition rates. Collaborated with team leaders in analyzing lead management data to pinpoint service gaps related to booking accuracy, upselling, and fare rule compliance. Maintained quality scores within the range of 90%–95%, achieving a first-call booking success rate of 70% and a follow-up resolution rate of 83%.

• Customer Service Representative

  Teleperformance Inc. · 2022 — 2023
  Provided customer support for a financial account based in the U.S., addressing account inquiries, managing transactions, and resolving issues. Ensured full compliance with fraud prevention and security measures, resulting in no incidents of breach. Maintained high Customer Satisfaction (CSAT) scores between 85%–95% across various evaluation periods. Communicated clearly and professionally, helping to build customer trust and enhance service reliability.

• Bachelor of Science in Psychology

  University of Cebu – Banilad Campus · 2021 — 2022
• Technical-Vocational Track – Travel Services

  University of Cebu – Main Campus · 2019 — 2021