Open to opportunities

Carlos Odelone Ricote

@carlosodelonericote

Message

I’m a Quality Analyst who improves customer service through coaching.

Philippines

Message

What I'm looking for

I’m looking for a role where I can use quality auditing, KPI monitoring, and coaching to improve customer experience. I want to work with a team that values compliance, real-time feedback, and measurable performance growth.

I’m a Quality Analyst focused on monitoring customer service quality, ensuring compliance, and translating performance data into practical coaching. I’ve spent years evaluating calls, assessing agent adherence to policies, and driving improvements through structured feedback.

From Jul 2017 to Jul 2024 at IQOR - Central Maine Power, Bacolod City, I monitored and evaluated customer service calls to ensure quality and compliance. I conducted coaching sessions with real-time feedback and prepared daily, weekly, and monthly performance reports.

In addition to quality work, I support agent capability and accountability. As a Partner Real Estate Accountability Coach / Agent Success Manager (Jul 2024 – Feb 2025), I monitored KPIs, assessed calls, coached agents on real estate tools/scripts/best practices, and maintained accurate CRM documentation while managing lead follow-ups.

Earlier roles strengthened my customer-facing and support experience across phone and email. I bring strong troubleshooting, auditing, administrative reporting, and customer service strengths—supported by tools like WPS Office (Word, Excel) and Microsoft PowerPoint, plus excellent communication in English.

Experience

Work history, roles, and key accomplishments

Agent Success Manager

Real Estate Accountability Coach

Jul 2024 - Feb 2025 (7 months)

Coached and supported real estate agents to improve performance, client service, and adherence to company policies. Monitored KPIs, assessed calls, managed lead follow-ups, and maintained accurate CRM documentation.

KPIs Coaching Training Delivery Lead Follow Up Policy Compliance

Quality Analyst

IQOR - Central Maine Power

Jul 2017 - Jul 2024 (7 years)

Monitored and evaluated customer service calls to ensure quality and compliance. Delivered real-time coaching, facilitated calibration sessions, and produced daily, weekly, and monthly performance reports.

Quality Assurance & Compliance performance reporting

Customer Service Representative

MetroPCS

Feb 2017 - Jul 2017 (5 months)

Assisted customers with billing inquiries and account modifications. Promoted additional products and services to increase customer value.

Customer Service Billing Customer Support Upselling Issue Resolution Communication Skills Troubleshooting

Customer Service Representative

Time Warner Cable

Feb 2015 - Dec 2016 (1 year 10 months)

Supported customers with billing inquiries and account modifications. Provided customer support to resolve account-related issues and promoted additional products and services.

Customer Service Billing Support Account Management Issue Resolution Upselling Troubleshooting

Email Support Specialist

Intelenet Global Inc. / Serco

Jan 2013 - Jan 2015 (2 years)

Managed hotel reservations and customer inquiries via email. Processed booking changes for rewards points and provided travel information, directions, and customer support.

Email Support Hotel Reservations Rewards Points Handling Travel Support Customer Service Record Management

Customer Solutions Representative

Sitel Philippines

Oct 2008 - Dec 2012 (4 years 2 months)

Provided phone support and troubleshooting assistance, guiding customers on device setup and service features. Created service tickets for unresolved technical issues and escalations.

Phone Support Troubleshooting Device Setup Guidance Service Feature Support Escalation Handling Customer Support