Raquel Frias
@raquelfrias
Operations Quality Analyst at TELUS Digital Philippines, auditing 180+ weekly cases with 98%+ accuracy.
PhilippinesWhat I'm looking for
At TELUS Digital Philippines, I audited 180+ quality cases weekly on an On-Demand Delivery Account, maintaining 98%+ accuracy against client SLAs. I also analyzed case trends and shared weekly performance insights with leadership.
I coached five chat support team members who were later selected as Subject Matter Experts, and coordinated onboarding for new Quality Analyst team members.
In Fraud Back Office Support at TELUS Digital Philippines, I investigated 50+ contractor account abuse and fraud cases daily. I reviewed appeals and recommended account actions based on evidence and policy.
Earlier, at Tondo Medical Center, I managed calendars and clinic appointments for 10 physicians and prepared equipment cost and expense reports. I also coordinated with vendors to gather specifications and pricing for departmental budget planning.
Experience
Work history, roles, and key accomplishments
Operations Quality Analyst
TELUS Digital Philippines
Dec 2024 - Sep 2026 (1 year 9 months)
Audited and scrubbed 180+ quality cases weekly with 98%+ accuracy, conducted root cause analysis on 40 cases monthly, and coached chat support agents. Coordinated onboarding for new Quality Analyst team members and delivered performance metrics to leadership.
Fraud Back Office Support Specialist
TELUS Digital Philippines
Apr 2024 - Dec 2024 (8 months)
Investigated 50+ contractor account abuse and fraud cases daily, reviewed appeal requests, and maintained strict data confidentiality. Used Salesforce, Persona, and Checkr for identity verification and risk assessment.
Chat Support Representative
TELUS Digital Philippines
May 2023 - Apr 2024 (11 months)
Managed 50+ chat inquiries daily, achieving 93% First Contact Resolution rate. Utilized Salesforce and AWS for documentation and issue resolution.
Customer Care Expert
Alorica Teleservices Inc.
Aug 2021 - Mar 2023 (1 year 7 months)
Managed high-volume customer inquiries across phone, chat, and email, maintaining top-quartile satisfaction and AHT metrics.
Department Secretary & Administrative Aide
Tondo Medical Center
Mar 2019 - Mar 2020 (1 year)
Managed calendars and schedules for 10 physicians, coordinated care logistics for 100+ daily patients, and prepared purchase requests and expense reports. Coordinated vendor meetings and supported budget planning.
Education
Degrees, certifications, and relevant coursework
Philippine College of Science and Technology
Associate in Computer Technology, Computer Technology
2015 - 2017
Associate in Computer Technology degree from the Philippine College of Science and Technology from 2015 to 2017.
TESDA
Bookkeeping NC III, Bookkeeping
Completed Bookkeeping NC III (Introduction to Bookkeeping) certification from TESDA.
Alison
Google Workspace: Features & Applications, Google Workspace
Completed Google Workspace: Features & Applications course from Alison.
Alison
Data Entry Tools and Techniques, Data Entry
Completed Data Entry Tools and Techniques course from Alison.
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Social media
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