John Leigh Soguilon
@johnleighsoguilon
Experienced BPO quality assurance and customer service professional.
PhilippinesWhat I'm looking for
I am a versatile, results-driven BPO professional with over 10 years' experience in quality assurance, customer service, process optimization, and back-office support. I have repeatedly identified performance gaps, delivered actionable feedback, and implemented improvements that boosted customer satisfaction and operational efficiency.
I bring strong attention to detail, collaborative problem-solving skills, and advanced Microsoft Office proficiency, with a track record across multiple global BPO employers as a Quality Compliance Analyst, Escalation Specialist, Trainer, and Customer Service Representative.
Experience
Work history, roles, and key accomplishments
Handles inbound and outbound sales calls to provide tailored moving and storage solutions, building rapport and driving customer satisfaction and sales performance since April 2024.
Quality Compliance Analyst
Foundever, Inc.
May 2022 - Apr 2024 (1 year 11 months)
Monitored and audited customer interactions to ensure compliance with company and industry standards, identified gaps, and provided actionable feedback to improve quality and efficiency (May 2022–Apr 2024).
Quality Compliance Analyst
Uber Philippines Centre of Excellence Limited Liability
Sep 2021 - May 2022 (8 months)
Ensured adherence to quality standards by monitoring and analyzing customer interactions, identifying gaps, and collaborating with teams to improve service efficiency (Sep 2021–May 2022).
Quality Compliance Analyst
EXL Services Philippines Inc.
Jan 2019 - Sep 2021 (2 years 8 months)
Monitored and analyzed customer interactions to ensure compliance, identified performance gaps, and collaborated with teams to drive quality and efficiency (Jan 2019–Sep 2021).
Customer Service Representative
Bayview Technologies Inc.
Aug 2017 - Dec 2018 (1 year 4 months)
Managed customer inquiries and resolved issues efficiently to maintain high satisfaction in a fast-paced environment (Aug 2017–Dec 2018).
Customer Service Representative
Open Access Marketing Inc.
May 2016 - Feb 2018 (1 year 9 months)
Handled customer inquiries and escalations, delivering timely resolutions and maintaining service quality (May 2016–Feb 2018).
Escalation Specialist
West Contact Services Inc.
Apr 2015 - Feb 2016 (10 months)
Managed complex customer issues and executed root cause analysis to deliver effective cross-team solutions (Apr 2015–Feb 2016).
Customer Service Representative
FIS Global Solutions Inc.
Aug 2013 - Mar 2015 (1 year 7 months)
Provided customer support and issue resolution in a high-volume environment, maintaining service quality and satisfaction (Aug 2013–Mar 2015).
Customer Service Representative
MDS Call Solutions Inc.
Jul 2012 - Aug 2013 (1 year 1 month)
Handled customer inquiries and resolved issues to ensure customer satisfaction in a fast-paced call center (Jul 2012–Aug 2013).
Education
Degrees, certifications, and relevant coursework
FOUNDEVER, INC.
2019 - 2021
Listed education entry associated with Foundever, Inc.; details unclear and role-related dates overlap with employment.
Pamantasan ng Lungsod ng Maynila
2015 - 2016
Completed studies at Pamantasan ng Lungsod ng Maynila from 2015 to 2016.
AMA Computer College
Bachelor of Science in Information Technology, Information Technology
2010 - 2012
Pursued studies at AMA Computer College between 2010 and 2012.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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