Jhunalyn Calapuan

Monitored attendance and enforced performance standards, improving team productivity by 18% and maintaining customer satisfaction above 4.60. Analyzed CSAT, QA, and adherence metrics, driving a 15% CSAT improvement and reducing quality issues by 20% through KPI monitoring, coaching, and workforce optimization.

Provided administrative and documentation support across Accounting, General Services, and branch offices, including tracking, filing, and organizing financial and operational records. Maintained structured digital records using Google Docs and Google Sheets to improve accessibility and organization while ensuring accuracy and compliance.

Ranked in the top 10% for campaign quality, turnaround time, and accuracy, resolving 30% more complex cases than average teammates. Supported onboarding and peer coaching, reducing new-hire ramp-up time by 20% while improving task resolution efficiency and maintaining compliance and quality.

Handled high-volume customer support (20–30 emails, 20 chat/SMS conversations, and 30 outbound calls daily) while maintaining 98%+ compliance and professionalism. Processed orders, shipment tracking, returns, and refunds, contributing to a 25% reduction in repeat inquiries and completing 40–60 daily transcription tasks with 98–99% accuracy under HIPAA compliance.

Built a foundation in finance, including financial analysis, budgeting, investment principles, and business decision-making.

Developed core competencies in basic accounting principles, bookkeeping, financial records management, and business fundamentals.