Klarence M.
Mid-Level Operations Support & Quality Analyst
Open to offersNew to PlatformAbout
Klarence M. is an accomplished Operations Support & Quality Analyst based in Taguig City, Metro Manila, with extensive experience in customer operations and quality assurance. Currently serving at Telus Digital Philippines, Klarence reviews customer interactions to ensure compliance with quality standards, offering actionable insights for improving operational consistency. Her expertise includes customer support, from phone and email assistance to onboarding coordination, ensuring seamless service operations. With a track record in AI-assisted quality monitoring, she effectively identifies risks and operational trends. Previously, as a Subject Matter Expert at Telus International Philippines, Klarence facilitated knowledge transfer and coordinated escalations, contributing significantly to service enhancement. Her certifications in Lean Six Sigma and digital marketing further underscore her capability in process improvement. Klarence holds a Bachelor of Arts in English from Isabela State University, underpinning her strong communication skills essential for stakeholder engagement. Recognized for her quality performance and program contributions, she continues to champion operational excellence in high-volume environments.
Experience
Quality Analyst – Operations (Intermediate)
Telus Digital Philippines · 2022 — PresentReviewed customer interactions to ensure adherence to quality standards, which facilitated consistent customer experiences and operational accuracy. Identified ongoing process gaps and performance trends, supplying Operations leaders with actionable insights aimed at minimizing repeat issues. Suggested workflow enhancements based on audit observations and firsthand experience, contributing to process simplification while adhering to client needs. Analyzed cases flagged by clients to assess whether issues stemmed from agent actions or process deficiencies, aiding in the development of practical operational solutions. Employed AI-assisted quality monitoring along with manual audits to detect compliance risks and operational patterns. Designed, evaluated, and executed scenarios for AI Model performance assessments against established quality criteria, documenting findings to support agent development.Subject Matter Expert
Telus International Philippines · 2022 — 2022Acted as the main operational resource for trainees and newly endorsed agents, enhancing knowledge transfer and consistency in workflows. Addressed supervisor escalations related to complex customer issues to ensure service continuity. Collaborated with Training and Operations to relay process updates across various teams.Customer Support Representative
Telus International Philippines · 2017 — 2022Assisted customers via phone and email by addressing account, payment, and platform inquiries while ensuring accurate documentation. Coordinated customer onboarding by verifying compliance requirements prior to activation. Investigated payment-related concerns by clarifying earnings, incentives, and payment adjustments to enhance customer understanding. Scheduled in-person support appointments and managed escalations to internal teams, handling multiple customer cases while consistently achieving quality and productivity standards.
Skills & Expertise
Education
- Bachelor of Arts in EnglishIsabela State University
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