Pura C.

I bring over 3 years of leadership and quality assurance experience, with a proven ability to improve customer experience, identify process improvements, and support high-performing teams. I'm proactive, detail-oriented, quick to learn new tools, and comfortable working independently. I take ownership of my work, communicate effectively, and am committed to delivering results that help businesses grow.

• Quality Analyst - Automotive Industry

  Pinnacle Intelligence · 2025 — 2026
  Conducted audits and evaluations of recorded and live interactions, including calls, chats, and emails, utilizing established quality scorecards. Collaborated with operations and training teams to enhance processes and address performance gaps, while supporting onboarding efforts with quality insights. Ensured compliance with SOPs, data privacy regulations, and client-specific guidelines. Provided actionable feedback to team leaders and agents, and participated in quality calibration sessions with management and clients. Compiled quality reports detailing team trends and identified training or process update needs.

• Chat Support Specialist and Supervisor - Financial

  Teleperformance · 2022 — 2025
  As a Chat Support Agent, responded to customer inquiries within a 30-second SLA, managing multiple chat conversations efficiently. Assisted customers with billing inquiries, account statuses, and transaction-related issues while maintaining accurate logs of interactions. Ensured high-quality service, escalating unresolved issues when necessary. As a Team Leader/Supervisor, led a team of 12-20 agents, offering performance coaching, monitoring service quality, handling escalated concerns, conducting regular quality assurance, and preparing performance reports.

• Teammate - Delivery Services

  Taskus · 2022 — 2022
  Provided support to delivery partners for trip-related inquiries and ensured the accuracy of delivery addresses. Verified operational details, monitored accounts for potential fraud, and maintained documentation for ongoing issues. Assisted teammates with process-related queries and ensured adherence to management protocols.

• Associate - Travel and Online Ordering

  IGT Technologies Inc · 2021 — 2021
  Managed customer inquiries regarding orders and delivery statuses as well as processed customer requests efficiently. Handled redelivery requests and outbound communications with couriers and suppliers. In a blended role, oversaw travel-related accounts, ensuring compliance with airline policies and customer satisfaction through accurate information delivery.

• JR agent - Telecommunications

  IQOR · 2016 — 2017
  Maintained enthusiasm while assisting customers with phone accounts and troubleshooting signal issues. Responded to billing inquiries and provided accurate, helpful guidance.

• Agent - Satellite Radio

  APAC Customer Services Inc. · 2012 — 2012
  Assisted customers in activating and setting up satellite radios, addressing billing inquiries, and refreshing satellite signals. Managed account updates and processed payments accurately.