John L.
Mid-Level Quality Analyst
Open to offersNew to PlatformAbout
John Lester P. has demonstrated a strong ability in customer service and quality assurance in diverse roles across multiple industries. As a Quality Analyst at ibex Global Davao, he monitored service interactions to ensure quality standards, provided feedback to improve agent performance, and generated detailed performance reports. Previously, as a Customer Service Representative at ibex Global Davao, he handled inbound and outbound calls, resolved product and order issues, and managed administrative tasks using tools like Google Sheets. Additionally, John Lester has experience in customer interaction and logistics management as a Delivery Rider with Foodpanda. His technical-vocational training in Information and Communications Technology at the University of Mindanao has equipped him with technical skills, while his roles at McDonald's honed his problem-solving and time management abilities.
Experience
Quality Analyst
ibex Global Davao · 2023 — 2025Monitored service interactions such as calls, chats, and emails to ensure compliance with quality standards. Offered feedback and coaching to agents to enhance performance. Analyzed data for performance reports, identified trends for improvement, and conducted calibration meetings to document process updates.Customer Service Representative
ibex Global Davao · 2021 — 2022Handled inbound and outbound calls, addressing customer and vendor inquiries regarding orders and product availability. Processed refunds, logged order adjustments, assessed invoices, and communicated with customers and vendors. Assisted vendors with device troubleshooting and updated vendor profiles, including addresses and store names.Delivery Rider
Foodpanda · 2019 — 2020Delivered orders to customers while providing service. Managed cash collection and remitted to vendors. Utilized maps to navigate to customer locations, identified alternative routes, and estimated arrival times.Service Crew
McDonald's - Bangkerohan Davao City · 2018 — 2019Served high-quality food and performed kitchen tasks including cooking, breading, mixing, and assembling orders. Provided customer service and addressed food inquiries while managing bulk orders.Virtual Assistant
null · 2019 — 2019Assisted in developing standardized procedures for data entry and accurately entered data into the company database. Verified data for discrepancies and collaborated with team members to ensure consistency across systems.
Skills & Expertise
Education
- Undergraduate who has completed two years toward a Bachelor of Science in Business Administration, majoring in FinanceUniversity of Mindanao- Bolton · 2018 — 2020
- Technical-Vocational Livelihood (TVL) Track - Information and Communications TechnologyUniversity of Mindanao- Matina · 2016 — 2018
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