Open to opportunities

Nino Wenceslao

@ninowenceslao

Message

Quality professional specializing in contact center compliance, interaction evaluation, and performance improvement.

Philippines

Message

What I'm looking for

I’m looking for a contact center quality role where I can drive compliance, evaluate interactions, and deliver actionable feedback—collaborating with operations to improve agent performance, customer satisfaction, and continuous performance gains.

I’m a results-driven contact center and quality professional with extensive experience in customer communications, compliance, and performance improvement across global organizations. I’ve monitored and evaluated customer interactions to ensure compliance with company standards and regulatory requirements.

My approach focuses on delivering actionable feedback, supporting operational excellence, and collaborating with operations teams to drive continuous improvement initiatives. I also support quality calibration sessions and reporting activities, bringing strong problem solving and critical thinking to improve agent performance and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Quality Assurance & Compliance

American Express Company

Oct 2001 - Apr 2004 (2 years 6 months)

Monitored and evaluated customer interactions to ensure compliance with company standards and regulatory requirements. Delivered actionable feedback to improve agent performance and customer satisfaction, and supported continuous improvement through quality calibration and reporting.

Quality Assurance Compliance Regulatory Requirements Customer Satisfaction Process Improvement Reporting Customer Service