Lalaine L.
Mid-Level Quality Analyst
Open to offersNew to PlatformAbout
Lalaine L. is a seasoned professional in the BPO industry, demonstrating expertise in customer service, technical support, and quality improvement. Her role as a Technical Support Representative at Expert Global Solutions involved diagnosing and resolving technical issues with precision, while effectively communicating complex information to non-technical users. During her tenure at TaskUs, Lalaine excelled as a Customer Service Representative, securing a 95% customer satisfaction rating and reducing complaint resolution time by 20%. She progressed to become a Subject Matter Expert, where she managed escalated inquiries, coached agents, and spearheaded process improvements. As a Quality Analyst, she conducted quality audits and collaborated with leadership to drive performance enhancements. In a part-time capacity at Trident General Insurance Agency, Lalaine processed insurance applications and maintained meticulous client records. Her academic background in Communication Arts from De La Salle University - Dasmariñas complements her professional acumen, making her a versatile asset adept in tools like Salesforce, Google Docs, and Microsoft Excel.
Experience
Quality Analyst
TaskUs · 2021 — 2026Conducted quality audits aimed at improving agent performance and enhancing the customer experience. Ensured compliance with quality standards and operational procedures. Provided coaching to enhance communication, accuracy, and service quality. Collaborated with leadership on performance improvement initiatives. Identified trends and proposed process improvements to increase team efficiency.Administrative Assistant (Part-Time)
Trident General Insurance Agency · 2022 — 2026Accurately processed insurance applications and policy renewals. Served as the primary point of contact for client inquiries and follow-ups. Maintained organized client records to ensure data accuracy. Coordinated with insurers to expedite policy processing. Supported daily operations through effective administrative assistance.Subject Matter Expert (SME)
TaskUs · 2019 — 2021Managed escalated cases while maintaining high levels of customer satisfaction. Coached agents to enhance quality, compliance, and overall productivity. Supported the onboarding and training processes for new hires. Acted as a process expert, addressing workflow and policy inquiries. Drove continuous improvement by identifying knowledge gaps and suggesting process enhancements.Customer Service Representative
TaskUs · 2018 — 2019Delivered customer support by managing over 50 inquiries daily across various channels. Achieved a customer satisfaction rating of 95% through effective issue resolution. Reduced complaint resolution time by 20% with efficient problem-solving strategies. Assisted in training new team members on customer service protocols.Customer Service Representative
Teleperformance · 2016 — 2018Handled a high volume of customer inquiries via phone, email, and chat. Efficiently resolved customer concerns while ensuring strong satisfaction ratings. Documented interactions accurately in CRM systems. Showcased strong multitasking and time management in fast-paced environments.Technical Support Representative
Expert Global Solutions · 2014 — 2016Provided technical assistance to customers through step-by-step guidance. Diagnosed and effectively resolved various technical issues. Simplified complex information for users without technical backgrounds. Maintained thorough documentation of solutions and cases.
Skills & Expertise
Education
- Bachelor of Arts in Communication Arts Major in Media ProductionDe La Salle University - Dasmariñas · 2006 — 2010
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