Open to opportunities

Queencesla Patricio

@queenceslapatricio

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Results-driven professional with expertise in process improvement and team collaboration.

Philippines

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What I'm looking for

Seeking a challenging role that leverages my process improvement and data analysis skills to drive results and contribute to a dynamic team.

As a skilled operations expert, I leverage my strengths in process improvement, time management, and problem-solving to drive results. With a strong background in customer service and team collaboration, I excel in fast-paced environments, consistently delivering high-quality results. My expertise in data analysis and strategic planning enables me to identify areas for improvement and implement effective solutions.

Throughout my career, I have successfully streamlined processes, reduced inefficiencies, and enhanced productivity. My achievements include reducing unproductive agent count by 98% and achieving a 90-95% on-time schedule adherence rate. I am passionate about utilizing my skills to drive results and contribute to a dynamic team.

Experience

Work history, roles, and key accomplishments

Reports Analyst

TELUS International

Feb 2022 - Apr 2023 (1 year 2 months)

Implemented strategies to reduce nesting delays, resulting in improved efficiency and smoother operations. Developed and implemented a comprehensive process for new hire onboarding tools, ensuring seamless integration into the team and quicker ramp-up time.

Strategic Development

Customer Service Representative

TELUS International

Mar 2021 - Feb 2022 (11 months)

Handled customer calls, tracked emerging issues, and provided feedback to tier 1 agents for coaching opportunities to improve their customer support skills.

Customer Support Coaching

Customer Service Representative

Alorica

Jun 2019 - Jun 2020 (1 year)

Received incoming calls from customers, provided necessary information, and processed requests. Supported customers through email and met client's metrics.

Customer Support Email