Open to opportunities

Kathlene Macagaling

@kathlenemacagaling

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Customer support Quality Analyst in BPO, delivering compliant service excellence across chat, email, and phone.

Philippines

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What I'm looking for

I’m seeking a customer support position where I can apply my communication skills, problem-solving abilities, and quality assurance expertise to deliver outstanding customer services and contribute to organizational success.

I’m an experienced, customer-oriented BPO professional with a strong background in customer support across chat, email, and phone. For the past 2 years as a Quality Analyst, I focus on service excellence, compliance, and customer satisfaction—while consistently meeting and exceeding QA quotas through daily audits.

In my current role, I prepare detailed weekly performance reports, facilitate coaching sessions, QA talks, and calibration meetings, and collaborate with team leads to implement performance improvement plans. I was awarded “Best QA Talks & Calibration Facilitator” for outstanding contributions to training and process standardization, and I’ve also built strong customer support fundamentals through my Customer Service Associate experience handling account management, transfers, card support, and complaint resolution.

Experience

Work history, roles, and key accomplishments

Current

Quality Analyst

Current

Open Access BPO

Aug 2024 - Present (1 year 10 months)

Audited customer interactions daily and provided constructive feedback, consistently meeting QA expectations to maintain high service standards. Prepared weekly performance reports and led coaching, QA talks, and calibration sessions to align quality improvements.

Quality Assurance Coaching & Calibration performance reporting Customer Support & Compliance Microsoft Office

Customer Service Associate

Open Access BPO

May 2023 - Aug 2024 (1 year 3 months)

Provided customer support for consumer and business clients, handling account management, transfers, cards, and complaint resolution while ensuring compliance with company policies and regulatory requirements. Mentored and trained new team members and maintained strong QA scores for accuracy, efficiency, and customer satisfaction.

Customer Support Account Management Transfers & Card Support Complaint Resolution Regulatory Compliance Ticketing Systems Quality Assurance Mentoring Microsoft Office

Service Crew

Golden Arches Corporation (McDonald's)

May 2019 - Mar 2023 (3 years 10 months)

Operated POS systems and processed cash, card, and digital payments accurately while maintaining excellent customer service. Managed multiple tasks efficiently during peak hours to support smooth front-line service.

POS systems Cash Handling Card Payment Digital Payments Customer Service Payment Accuracy Front Line Support

OWWA Internship

Overseas Workers Welfare Administration (OWWA)

May 2022 - Jun 2022 (1 month)

Assisted OWWA clients with inquiries related to scholarship programs and cheque distribution requirements. Encoded client information accurately and maintained organized records of beneficiaries and assigned programs.

Client Inquiries Cheque Distribution Support Data Encoding Record keeping Administrative Support Customer Service