Rea M.
Mid-Level Quality Analyst
Open to offersNew to PlatformAbout
Rea Mae B. is a dedicated Virtual Assistant with three years and nine months of specialized expertise in Quality Assurance within the BPO industry, focusing on major international accounts such as Amazon and Lyft, as well as cryptocurrency platforms. Her proficiency in data auditing, compliance monitoring, and risk mitigation is complemented by her role in managing calibration sessions and reinforcing frontline agents. Starting as a Customer Service Representative, Rea Mae excelled from November 2022 to February 2024 by providing patient and effective support to enhance performance and de-escalate complex customer situations, leading to her current role as a Quality Analyst Supervisor. She holds a Bachelor of Science in Computer Science from Bohol Island State University. Her contributions have earned her distinctions such as the Top 1 Quality Analyst award and the IBEX VIP Philippines Award.
Experience
Customer Service Representative
null · 2022 — 2024Delivered exceptional customer service by focusing on resolving customer concerns while maintaining a positive demeanor. Listened attentively to clients' needs to enhance their overall experience.Quality Analyst
null · 2024 — PresentPerformed evaluations of customer service interactions, including calls and chats, to uphold quality standards. Offered structured coaching and feedback to frontline agents to improve their performance. Engaged with operations management and clients through calibration sessions to ensure alignment on quality metrics.
Skills & Expertise
Education
- Bachelor of Science in Computer ScienceBohol Island State University - Bilar Campus · 2021 — 2022
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