Hyen J Cadena
@hyenjcadena
Quality assurance specialist focused on customer experience and improvement.
PhilippinesWhat I'm looking for
I am a detail-oriented quality assurance specialist with extensive frontline and technical support experience across chat, email, and phone channels. I have a strong background in auditing interactions, evaluating agent performance, and ensuring compliance with company policies and quality standards.
Across roles in customer service, technical/sales support, and senior frontline support, I resolved complex customer issues, coached agents, and supported upsell and retention efforts. I maintain meticulous audit reports and collaborate closely with training and operations to implement quality improvement initiatives.
I am passionate about delivering exceptional customer experiences, driving continuous improvement through actionable feedback and data-driven insights, and maintaining operational excellence in fast-paced support environments.
Experience
Work history, roles, and key accomplishments
Quality Assurance Specialist
XtendOps Philippines
Jan 2023 - Present (2 years 11 months)
Conducted audits of chat, email, and phone interactions to ensure compliance with policies and quality standards, evaluated agent performance, and collaborated with training to implement quality improvement initiatives. Produced detailed reports to support data-driven decisions.
Senior Frontline Support Representative
XtendOps Philippines
Jan 2022 - Dec 2023 (1 year 11 months)
Led inbound and outbound customer support across chat, email, and phone, delivering expert assistance to prevent account cancellations and ensure timely resolution of issues. Coordinated multi-channel operations to maintain service efficiency.
Customer Service Representative
RMS Collect Inc.
Jan 2020 - Dec 2022 (2 years 11 months)
Delivered customer support for credit cardholders, handling inquiries on balances, payments, disputes, and rewards while maintaining confidentiality and compliance with data protection protocols. Resolved billing issues to ensure timely account management.
Technical/Sales Support Representative
Transcom Worldwide Inc.
Jan 2016 - Dec 2020 (4 years 11 months)
Provided technical support and sales assistance for cable TV and internet services, troubleshooting connectivity and equipment issues while promoting appropriate packages to boost revenue. Coached agents on complex issue resolution to ensure smooth transactions.
Sales Service Representative
Avatar Technologies
Jan 2014 - Dec 2016 (2 years 11 months)
Engaged prospects to assess security needs and recommend alarm solutions, driving upsell opportunities and ensuring accurate sales transactions. Managed customer interactions to resolve inquiries and maintain high service standards.
Education
Degrees, certifications, and relevant coursework
WUWest Visayas State University
Bachelor in Hotel and Restaurant Management, Hotel and Restaurant Management
2010 - 2012
Completed coursework in hotel and restaurant management at West Visayas State University from 2010 to 2012.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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