Joan N.
Senior BPO Quality Analyst
Open to offersNew to PlatformAbout
Joan N. is a seasoned professional with 17 years of experience in the BPO industry, showcasing a track record of excellence in customer service and technical support. Currently serving as a Subject Matter Expert / Quality Analyst at Cognizant Technology Services since May 2017, she expertly manages healthcare accounts, specifically for pharmaceutical companies. Her role entails handling customer queries through calls, emails, and chats, supporting teammates, managing the team's queue, and troubleshooting patient and nurse device issues. Joan has enriched her career with previous experiences at Sutherland Global Services and Organic Intelligence, where she honed her skills in resolving client concerns and transcribing video/audio files. Proficient in using tools such as Avaya, Zoom, MS Teams, and Zendesk, she is fully bilingual in English and Filipino, with an education background from Saint Gabriel College in Nursing.
Experience
TECHNICAL SUPPORT / CUSTOMER SERVICE REPRESENTATIVE
Sutherland Global Services · 2017 — 2029Engaged with Telco and online shopping accounts through calls and chats. Provided customer service by going the extra mile and conducted real-time troubleshooting while utilizing empathy and listening skills.VIDEO/AUDIO TRANSCRIPTIONIST
Organic Intelligence · 2025 — 2025Transcribed video and audio files within specified timelines, demonstrating good listening and typing skills while adhering to provided instructions.SUBJECT MATTER EXPERT / QUALITY ANALYST
Cognizant Technology Services · 2017 — PresentInitially handled an online shopping account and currently managing a Healthcare account associated with pharmaceutical companies. Responsibilities include addressing queries through calls, emails, and chats, aiding teammates in resolving customer concerns, scheduling callbacks, managing the team’s queue, and troubleshooting device issues for patients and nurses.
Skills & Expertise
Education
- Bachelor of Science in NursingSaint Gabriel College · — — 2008
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