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Phoebe K. — Senior BPO Quality Assurance Specialist from Philippines

Phoebe K.

Senior BPO Quality Assurance Specialist

Philippines No experience yet
Open to offersNew to Platform
Languages
English
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About

Phoebe K. is a detail-oriented professional with 14 years of experience in the BPO industry, specializing in customer support and quality assurance. Her roles at Panasiatic Solutions Inc. included Customer Service Representative and Quality Assurance Specialist, where she delivered data organization, performance monitoring, and administrative support for US-based clients. Phoebe's skill set features hands-on expertise in Google Workspace, Microsoft Office, and AI tools such as ChatGPT, complemented by experience in report generation, email handling, and coaching team members to improve service quality. Holding a Bachelor of Science in Business Administration (Marketing Management) from Central Negros College and Alison certification in Virtual Assistance, Phoebe K. is adept at leveraging productivity and communication platforms to manage high-volume administrative tasks in remote settings.

Experience

  • Quality Assurance Specialist

    Panasiatic Solutions Inc. · 2014 — 2026
    Oversaw customer interactions to guarantee service quality. Offered coaching and constructive feedback to improve the performance of the team. Analyzed reports to identify trends and opportunities for enhancement. Supported operational functions with research and documentation tasks. Conducted data entry and email reporting, along with customer experience research. Participated in training and onboarding processes while providing coaching and performance feedback. Organized team huddles and led initiatives aimed at improving performance and fostering team alignment.

  • Customer Service Representative

    Panasiatic Solutions Inc. · 2011 — 2014
    Provided timely and courteous support by handling inbound calls from US-based customers. Assisted with billing inquiries, account updates, and service-related issues. Strived to resolve inquiries on the first call to enhance customer satisfaction. Ensured accurate documentation of customer interactions and carried out necessary follow-ups. Demonstrated consistent performance and reliability, gaining recognition and trust from supervisors.

Skills & Expertise

WixCalendar ManagementCustomer Service RepresentativeCustomer Service and Admin Support

Education

  • Bachelor of Science in Business Administration (Marketing Management)
    Central Negros College · 2007 — 2011