Josuah John Constantino

Utilized Time Doctor to track and analyze productivity metrics across departments and identified operational bottlenecks. Delivered audit reports with actionable workflow improvements and monitored implemented changes for continuous improvement.

Conducted audits for calls, chats, and emails for a retail account, performing live monitoring for sales eligibility and providing immediate agent feedback. Evaluated 8 interactions per month for 20 agents to ensure compliance with quality standards.

Audited 10 calls and 10 emails weekly for agents assisting with U.S. visa applications and certified agents for roles based on performance. Ensured adherence to customer service protocols and operational guidelines.

Developed and implemented QA processes, scorecards, and performance metrics to measure agent performance against KPIs. Provided coaching and actionable feedback to improve service quality and consistency.

Supervised a team of 10 customer service agents, set daily goals, and conducted call audits to ensure adherence to quality standards. Provided mentoring, training, and performance reviews to boost productivity.

Responded to customer inquiries regarding products and services, delivering solutions and documenting escalations to ensure timely resolution.

Completed studies at the University of the East – Caloocan from June 2012 to July 2016 and graduated.

Completed high school at College of St. Catherine – Baesa, Quezon City from June 2003 to May 2008.

Attended primary school at St. Theresa School of Baesa from June 1997 to March 2003.