Open to opportunities

Demi Nhor Robles

@deminhorrobles

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Customer service leader with QA, SME, and team leadership experience across telecom and healthcare.

Philippines

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What I'm looking for

I seek a role where I can lead and improve customer support operations, coach teams, and apply QA/process improvements in a collaborative, service-focused company.

I am a customer service professional with progressive experience in frontline support, subject matter expertise, quality assurance, and team leadership across healthcare, telecom, and ecommerce support accounts.

My background includes roles as SME, QA analyst, team leader, and support expert where I audited calls, mentored teams, and improved processes for clients such as T-Mobile, Verizon, CenturyLink, AT&T, and healthcare DME vendors.

I hold Lean Six Sigma White and Yellow Belt certifications and have experience as an admin assistant/VA, adding operational support and process discipline to my customer-facing strengths.

I am currently supporting merchants on a delivery platform, assisting business owners with orders, account issues, and platform functionality while continuing to focus on quality, coaching, and operational improvements.

Experience

Work history, roles, and key accomplishments

Current

Merchant Support Teammate

Current

LizardBear Tasking Inc

Feb 2025 - Present (10 months)

Assist DoorDash merchants with order issues, account management, and platform functionality to maintain merchant satisfaction and platform reliability.

Merchant Support Order Resolution Account Management Problem Solving

Senior Quality Analyst

Tech Mahindra

May 2024 - Sep 2024 (4 months)

Audited vendor QA for YouTube TV services, conducting call audits and quality assessments to ensure adherence to standards and improve vendor performance.

Quality Assurance Vendor Management Reporting Coaching

Customer Support Expert

Asurion

Sep 2023 - May 2024 (8 months)

Served as SME for AT&T insurance customers, handling claims and support for home electronic products and improving claim processing efficiency during an 8-month assignment.

Claims Processing Customer Support SME Insurance Support Troubleshooting Communication

Technical Support Team Leader

CSS Corp Inc.

May 2022 - Feb 2023 (9 months)

Handled technical support for CenturyLink customers and supervised team operations to resolve technical issues and improve resolution times over a 10-month period.

Technical Support Team Leadership Troubleshooting Customer Service Ticketing Systems

Online Admin Assistant

SNG Agency

Nov 2021 - Mar 2022 (4 months)

Provided virtual admin support for a manpower agency handling candidate processing for Singapore placements, maintaining candidate records and coordinating communications.

Virtual Assistance Candidate Sourcing Data Entry Communication Scheduling Document Management

Customer Care Team Leader

Teletect Customer Care Management

Jul 2018 - Sep 2021 (3 years 2 months)

Led customer care teams across T-Mobile, Verizon and HP accounts; promoted from agent to SME and then QA, driving service quality and performance improvements over a 3+ year period.

Team Leadership Quality Assurance Escalation Management Call Center Operations Coaching Performance Management

Healthcare Associate

Hinduja Global Solutions

Jan 2016 - Jul 2018 (2 years 6 months)

Processed DME orders from hospitals and nursing homes, supporting physicians, insurers, and referral partners; served as SME for 1 year 3 months and QA OJT for 4 months to improve order accuracy and workflow.

Medical Billing Order Processing Quality Assurance SME Patient Provider Communication Healthcare Operations Documentation

Education

Degrees, certifications, and relevant coursework

Southern Luzon State University - Alabat

Bachelor in Secondary Education, Secondary Education (English)

2014 - 2016

Activities and societies: Varsity Volleyball; Varsity Taekwondo; won several awards

Completed Bachelor in Secondary Education with a major in English; active varsity athlete and received several awards.

Tabugon National High School

High School Diploma, High School

2011 - 2014

Activities and societies: Varsity player; National awardee for Science; Leadership Award; Office of the Vice President Awardee; Mathematician of the Year

Completed secondary education and graduated as class valedictorian with multiple academic and leadership awards.