Queenie G.

Queenie G. is an experienced Customer Service Representative and Quality Analyst with a background spanning the call center and virtual assistance industries in Davao City. At Altria Call Center, she managed inbound and outbound communications, processed refunds and cancellations, handled sales confirmations, and maintained compliance with customer retention and policy standards. Her responsibilities extended to evaluating agent interactions, scoring performance, conducting quality audits, leading calibration sessions, and delivering refresher trainings to ensure adherence to operational procedures and service excellence. At Ringcould, Queenie supported order management and billing for both English- and Spanish-speaking customers across email, chat, and phone. She is proficient in Microsoft Excel for data analysis and reporting, utilizes CRM and Ticketing Systems for support operations, and leverages her attention to detail to analyze performance trends and deliver actionable insights for process improvement.