At Concentrix CVG Philippines, Inc., I manage day-to-day customer support workflows on a financial technology account. I collaborate with operations on agent schedules and rest day rosters, and provide actionable coaching.
I serve as a primary point of contact for clients, leading stakeholder calls and operational reviews to support service delivery and alignment with business objectives.
At Qualfon Philippines Inc - Cebu, I worked as a Team Lead, Operations on high-volume campaigns, including Verizon Value. I conducted coaching, structured training, and performance reviews, and worked on staffing levels and schedule patterns.
Earlier at Qualfon Philippines Inc - Cebu, I worked as a Sr. Quality Analyst, Subject Matter Expert, and Customer Service Representative. My experience included evaluating calls, emails, and chats, supporting complex escalations, and handling customer interactions across voice, email, chat, and social media.
