Open to opportunities

Josh Regua

@joshregua

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Results-driven professional skilled in customer service and quality assurance.

Philippines

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What I'm looking for

I am looking for a role that fosters team development and operational excellence.

I am a results-driven professional with extensive experience in customer service, quality assurance, training, and recruitment. My career has been dedicated to developing high-performing teams and enhancing operational efficiency. I have a proven track record in managing recruitment processes, implementing training programs, and leading quality assurance initiatives to ensure top-notch service delivery.

Throughout my career, I have held various roles that have honed my skills in team leadership and performance management. As a Virtual Assistant, I have excelled in calendar management, data entry, and providing support through various channels. My previous experience as a Recruitment and Quality Training Manager allowed me to develop and implement training programs that significantly improved agent performance and service quality. I am passionate about driving continuous improvement and ensuring compliance with industry standards.

Experience

Work history, roles, and key accomplishments

Current

Virtual Assistant

Current

Curate

May 2025 - Present (3 months)

Managed calendar and email, performed data entry, and provided outbound/chat support. Handled migration and troubleshooting support, managing tickets via Jira, and assisted in identifying and tracking bugs.

Calendar Management Data Entry Chat Support Jira Troubleshooting

Recruitment / Quality and Training Manager

Synergy Advantage

Apr 2022 - May 2025 (3 years 1 month)

Managed recruitment, hiring, and onboarding processes to ensure top talent acquisition. Developed and implemented training programs to improve agent performance and service quality.

Recruitment Onboarding Performance Management KPI Tracking Quality Assurance Coaching

Quality Assurance Lead

CSS Corp ICT

Jan 2020 - Apr 2022 (2 years 3 months)

Conducted quality audits on customer interactions, ensuring adherence to company policies and industry standards. Provided coaching and feedback to improve agent performance and enhance customer experience.

Audit Coaching Performance Improvement Trend Analysis Troubleshooting

Team Lead

Opsify Corp.

Oct 2018 - Dec 2019 (1 year 2 months)

Managed a team of CSRs handling customer inquiries via email, ensuring timely and accurate responses. Provided coaching and training to improve efficiency and service quality.

Team Leadership Customer Service Coaching Training Performance Monitoring

Customer Service Associate

Intelenet Global Services

Apr 2018 - Aug 2018 (4 months)

Assisted customers with banking inquiries, transactions, and account-related concerns. Ensured compliance with financial regulations and security protocols while resolving issues efficiently.

Customer Service Banking Operations Security Protocols Customer Experience

Customer Service Executive

Sutherland Global Services

Mar 2017 - Mar 2018 (1 year)

Handled buyer and seller inquiries, dispute resolution, and account management for eBay.com. Provided guidance on eBay policies, transactions, and refunds, delivering exceptional customer service.

Customer Service Dispute Resolution Account Management Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

University of Northern Philippines

Bachelor of Science, Hotel and Restaurant Management

Studied Hotel and Restaurant Management at the University of Northern Philippines. Gained comprehensive knowledge in hospitality operations, including front office, food and beverage, and event management.