Kimberly M.

Kimberly M. has developed a thriving career in the BPO industry, progressing from a frontline specialist to a Quality Analyst with a focus on enhancing customer experience. At RMS Collect Phils., Inc. (iQor Phils.), she meticulously monitors calls to ensure compliance and improve agent performance through strategic coaching, driving CSAT scores with dedicated action plans. Her previous role as a Collections Specialist at JPMorgan Chase Bank involved engaging in inbound and outbound communications, handling account statuses, and negotiating payment options. Kimberly is adept at verbal and written communication, customer service, and is experienced with Amazon.com General Customer Support, including order placement, shipping support, and payment processing. Her ability to facilitate call evaluations and call calibration sessions underpins her proficiency in agent coaching and development, supported by a strong command of English and Filipino languages.