Faye Duzon
@fayeduzon
Contact center operations leader focused on quality and process improvement.
PhilippinesWhat I'm looking for
I am a contact center operations and quality assurance professional with 14 years of experience delivering customer support, technical troubleshooting, and billing/retention solutions across B2B and B2C environments. I have led teams, designed processes, and managed knowledgebases to improve service consistency and operational KPIs.
My background includes roles as Operations Team Lead, Quality Analyst, and Customer Care Specialist supporting clients such as T-Mobile and Verizon Wireless, using CRMs like Zendesk, LiveAgent, RightTouch, and LiveEngage. I implement QA audits, training programs, and analytics-driven reporting to drive performance.
I seek a full-time remote position where I can apply my leadership, process-improvement, and quality-management skills to scale operations and enhance customer experience while continuing professional growth.
Experience
Work history, roles, and key accomplishments
Quality Analyst & Customer Support Advocate
Partners Invoicing
Jan 2023 - Present (3 years)
Perform quality assurance audits and provide billing, technical, retention, and general account support across phone, chat, and email to improve service accuracy and customer experience.
Operations Team Lead
51Talk
Jun 2017 - Feb 2023 (5 years 8 months)
Supervised and coached operations teams, managed KPIs, led new hire and knowledge-update training, and implemented process improvements to raise service quality and consistency.
Customer Care Specialist
TeleTech
Jan 2016 - May 2017 (1 year 4 months)
Provided billing, technical, retention, and general account support across chat and messaging with outbound phone duties, using CRM tools to resolve customer issues efficiently.
Customer Care Specialist
Afni
May 2015 - Jan 2016 (8 months)
Handled billing, technical, retention, and account support through chat with outbound phone support, focusing on issue resolution and customer satisfaction.
Technical Support Professional
Convergys
Oct 2012 - Aug 2014 (1 year 10 months)
Delivered technical support via remote channels, phone, email, and instant messaging, assisting customers with product and system issues and documenting resolutions.
Education
Degrees, certifications, and relevant coursework
IIIMC Institute
Certificate, Technical Support / Process Improvement
2012 - 2014
Activities and societies: Lean Six Sigma Green Belt; Microsoft Answer Desk (Windows 8); Microsoft Xbox; Microsoft Yammer – B2B
Completed technical support professional training and Lean Six Sigma certification coursework at IMC Institute from October 2012 to August 2014.
PPPolytechnic University of the Philippines
Bachelor of Science, Accountancy
2009 - 2011
Completed Bachelor of Science in Accountancy studies at the Polytechnic University of the Philippines between 2009 and 2011.
Polytechnic University of the Philippines, LHS
High School Diploma, Secondary Education
2005 - 2009
Completed secondary education at Polytechnic University of the Philippines Laboratory High School from 2005 to 2009.
Availability
Location
PhilippinesAuthorized to work in
Job categories
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