Open to opportunities

Evaline Tania

@evalinetania

QA & Training Team Leader | 8+ yrs in iGaming | Expert in chat audits, QA processes, training modules & coaching teams to boost performance.

Indonesia

Message

What I'm looking for

I’m looking for a customer-focused role where I can lead QA and training, coach teams to meet service standards, and use quality and feedback insights to improve customer satisfaction and operational efficiency.

Customer Support professional with experience as a Team Leader, QA Auditor, and Trainer.

I specialize in improving support quality, reviewing chats and tickets, and helping teams perform better through clear feedback and structured processes.

Experienced in handling escalations, creating SOPs, and training agents to deliver consistent, high-quality service.

Reliable, detail-oriented, and focused on making customer support more effective and efficient.

Experience

Work history, roles, and key accomplishments

Current

QA & Training Team Lead

Current

Phoenix Fields

Oct 2024 - Present (1 year 6 months)

Led training initiatives to improve team performance and customer service quality, and implemented quality assurance processes to ensure adherence to company standards.

Quality Assurance Training Development Customer Service Team Leadership Coaching Performance Monitoring

Customer Services Team Leader

Phoenix Fields

Apr 2024 - Oct 2024 (6 months)

Managed customer service representatives to drive performance improvements and oversaw customer feedback to enhance service delivery.

Customer Service Team Leadership Performance Management Customer Feedback Service Delivery Coaching Communication

Customer Services Senior Officer

Bigcat Software Solutions Inc

Dec 2021 - Apr 2024 (2 years 4 months)

Provided exceptional customer support while maintaining high satisfaction levels, and developed training materials for new hires to improve service quality.

Customer Support Customer Satisfaction Onboarding Quality Assurance Communication

Customer Services Officer

Bigcat Software Solutions Inc

Dec 2017 - Dec 2021 (4 years)

Handled customer inquiries and resolved issues effectively to contribute to customer retention, with recognition as a top performer for consistent exceptional service.

Customer Retention Communication Problem Solving Customer Engagement Time Management