Looking for a job

April Rose Fortit

@aprilrosefortit

Message

Quality Evaluator at Concentrix who audited 60–80 tickets weekly and coached representatives on quality and compliance.

Philippines

Message

At Concentrix, I evaluated 60–80 tickets weekly as a Senior Quality Evaluator, using QA scorecards to check client and internal standards. I analyzed tickets for trends, root causes, and opportunities to improve.

I worked with team leaders, vendor technical leads, and support teams to maintain calibration consistency. I also delivered structured coaching and performance feedback to customer service representatives.

As a Customer Service Advisor II, I investigated reported emails for spam, phishing, and fraud in line with Microsoft security policies. I also investigated prohibited content within Microsoft services and applied corrective measures.

I resolved Microsoft account reactivation and recovery cases and verified customer identities using submitted information and internal systems. My background also includes QA auditing, process improvement, and account security.

Experience

Work history, roles, and key accomplishments

Senior Quality Evaluator

Concentrix

Sep 2022 - Mar 2026 (3 years 6 months)

Evaluated 60–80 tickets weekly using standardized QA scorecards to ensure compliance with client and internal quality standards. Analyzed evaluation tickets to identify trends, root cause, and areas for improvement, and delivered structured coaching to improve quality scores.

Quality Assurance Audit Performance Coaching Calibration Root Cause Analysis Process Improvement SLA Adherence ServiceNow Microsoft Office Google Workspace

Customer Service Advisor II

Concentrix

Sep 2013 - Sep 2022 (9 years)

Investigated hundreds of reported emails monthly for potential spam, phishing, and fraud, ensuring compliance with Microsoft security policies. Resolved complex Microsoft account reactivation and recovery cases, and verified customer identities by cross-checking personal data with internal systems.

Fraud Investigation Spam Investigation Phishing Detection Account Security Verification Identity Verification Policy Compliance Microsoft Office Google Workspace

Education

Degrees, certifications, and relevant coursework

The VA Camp

Certificate, Virtual Assistance

2026 -

Completed coursework in Executive Virtual Assistance, Social Media Management, Email Marketing, and Copywriting in June 2026.

University of the East - Caloocan

Bachelor of Science, Information Technology

2009 - 2013

Activities and societies: Chancellor Award for Academic Excellence First and Second Semester SY 2010 - 2012

Bachelor of Science in Information Technology from the University of the East - Caloocan from 2009 to 2013. Received the Chancellor Award for Academic Excellence in the first and second semesters of SY 2010-2012.