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Laurence Nikki De Leon

@laurencenikkideleon

Message

Quality Audit Senior Team Manager at Golden Barrel Trading who strengthened audit standards and compliance.

Philippines

Message

At Golden Barrel Trading, I designed quality audit parameters and used root-cause analysis to develop Standard Operating Procedures and address process failures. I also translated audit data into insights for cross-functional leaders and investigated customer disputes to mitigate operational risk.

Previously, I directed daily team operations and handled escalations at Acquire BPO Philippines. At Intellismart Technology Inc, I streamlined audit protocols and tracked compliance issues; at Alta Resources Philippines, I supported customers through chat and email and updated knowledge resources.

Experience

Work history, roles, and key accomplishments

Quality Audit Senior Team Manager

Golden Barrel Trading

May 2023 - Sep 2026 (3 years 4 months)

Designed end-to-end quality audit parameters and executed root-cause analyses to author SOPs and eliminate process failures. Directed team coaching, performance evaluations, and monthly metric reviews to elevate quality benchmarks.

Quality Auditing Root Cause Analysis SOP Development Team Leadership Performance Management Data Analysis Executive Reporting

Customer Care Team Lead

Acquire BPO Philippines

May 2022 - May 2023 (1 year)

Directed daily team operations to ensure consistent SLA compliance and high-quality performance. Resolved high-level customer escalations and served as Subject Matter Expert, training the team on complex workflows and product updates.

SLA Compliance Team Leadership Escalation Management Training KPI Monitoring Quality Audits Coaching

Chat and Email Customer Service Representative

Alta Resources Philippines

Sep 2020 - Mar 2022 (1 year 6 months)

Maintained high customer satisfaction by delivering clear, empathetic, and timely communication through digital support channels. Updated internal knowledge bases and FAQs to improve first-contact resolution rates.

Customer Service Zendesk Salesforce Gorgias SLA Compliance Knowledge Base Management Communication Skills

Project Compliance & Audit Specialist

Intellismart Technology Inc

Apr 2019 - Jun 2020 (1 year 2 months)

Evaluated project risk matrices and safety documentation to verify adherence to regulatory standards. Streamlined internal audit protocols and tracked compliance non-conformances, collaborating with Project Managers on corrective actions.

Compliance Auditing Risk Assessment Regulatory Standards Process Improvement Documentation Corrective Action Planning