Open to opportunities

Kristofer Lezter Disu

@kristoferlezterdisu

Senior Quality Evaluator delivering Tier 3 customer support excellence through dispute resolution, compliance, and data-driven coaching.

Philippines

Message

What I'm looking for

I’m looking for a role where I can lead quality monitoring for Tier 3 support—coaching teams on compliance and dispute resolution—while partnering with operations and training to drive continuous improvement, faster QA cycles, and stronger customer outcomes.

I’m a customer experience and quality assurance professional with 8+ years driving operational excellence in Tier 3 support environments. I spearheaded quality monitoring and evaluation programs, set measurable benchmarks to improve agent compliance and CSAT, and translated QA data into targeted coaching and performance improvement plans. I also enforced process compliance and policy adherence standards, identifying recurring gaps and collaborating with operations to reduce violations.

In Tier 3 escalations, I’ve served as the final escalation point for complex, high-risk, and sensitive cases, handling bank and payment dispute resolution including chargeback investigations and financial claims. I lead with advanced root cause analysis and multi-system troubleshooting, managing complaint and escalation workflows across email, live chat, helpdesk, and social media while de-escalating high-tension interactions. Recently, I took full ownership as Head of Customer Service—directing dispute and BBB complaint handling, integrating AI chatbot feedback into support operations, and leading recruitment and onboarding to expand delivery capacity.

Experience

Work history, roles, and key accomplishments

Current

Senior Quality Evaluator

Current

Concentrix

Apr 2024 - Present (2 years 2 months)

Spearheaded quality monitoring and evaluation across the customer service floor, setting benchmarks to improve agent compliance and CSAT. Delivered coaching from QA data, enforced policy adherence, produced leadership insight reports, and streamlined evaluation processes and onboarding for new evaluators.

Quality Assurance Monitoring and Evaluation Process Compliance Policy Enforcement Continuous Improvement Data Reporting Onboarding

Head of Customer Service

Liaisons, Inc.

Aug 2023 - Jan 2026 (2 years 5 months)

Joined as a Customer Service Representative and was promoted to Head of Customer Service, taking ownership of department operations and performance, including bank dispute resolution and BBB complaint handling. Managed support site/help center documentation, integrated AI chatbot feedback to improve automated response accuracy, and led recruitment and onboarding of two data entry cohorts while ove

Customer Support Operations Complaint Management Documentation Customer Support Leadership Team Management Talent Acquisition Onboarding Data Entry Project & Operations Lead Generation Performance Management

Senior Customer Service Representative

Concentrix

Sep 2016 - Apr 2024 (7 years 7 months)

Served as the final escalation point for complex Tier 3 customer cases, performing advanced root cause analysis and multi-system troubleshooting to resolve technical and account issues. Managed end-to-end bank and payment dispute resolution (including chargebacks), handled complaint and escalation management across multiple channels, and supported cross-functional teams to drive service recovery a