Looking for a job

Pepito Fine Millen

@finemillen

CSA with over a year of experience exceeding performance goals. I use data analysis to find bottlenecks and improve call center efficiency.

Philippines

Message

What I'm looking for

I seek roles where I can apply data-driven quality analysis, improve processes, mentor agents, and contribute to measurable KPI improvements in a collaborative environment.

Over nearly two years at Qualfon I progressed from Customer Service Representative to Customer Solutions Analyst and then to Administrative & Quality Analyst, analyzing operational data, monitoring interactions, and delivering feedback to improve KPIs and service quality.

I excel at data quality management, process improvement, documentation, and coordination, leveraging Microsoft Office, typing/data-entry skills, and strong communication in English, Tagalog, and Cebuano to enhance team performance and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Administrative & Quality Analyst

Qualfon

Nov 2025 - Dec 2025 (1 month)

Monitored agent interactions across channels, evaluated performance against quality metrics, provided coaching feedback, and identified process gaps to enhance customer satisfaction and compliance.

Quality Assurance Coaching & Compliance Process Improvement Reporting Communication Coordination

Customer Solutions Analyst

Qualfon

Dec 2024 - Oct 2025 (10 months)

Analyzed call center data to monitor operations, identify trends, provide feedback, and recommend strategies that improved service efficiency and agent performance.

Data Analysis Reporting Quality Assurance Process Improvement Performance Monitoring Feedback Excel

Customer Service Representative

Qualfon

Sep 2023 - Dec 2024 (1 year 3 months)

Provided customer assistance and resolved issues in a call center, progressing from high-performing agent to analyst role while consistently exceeding KPIs through effective communication and problem-solving.

Customer Service Call Center Operations Communication Problem Solving MS Office Data Entry KPIs

Education

Degrees, certifications, and relevant coursework

Licensure Examination for Professional Teachers

Licensed Professional Teacher, Education / Teaching

2024 - 2024

Obtained Licensure as a Professional Teacher following the Licensure Examination for Professional Teachers.

CTU - Daanbantayan Campus

Bachelor of Technology and Livelihood Education, Technology and Livelihood Education

2019 - 2023

Activities and societies: Typing and Data Entry; Microsoft Office Suite; Email and Chat Applications; Operating Systems and Hardware; Data Quality Management

Completed a Bachelor of Technology and Livelihood Education program with practical training in technical operations, documentation, and office support.