Open to opportunities

Sheila Ferrer

@sheilaferrer

Message

Quality assurance analyst with strong customer-service and process-improvement focus.

Philippines

Message

What I'm looking for

I seek a role where I can apply QA and process-improvement skills, collaborate cross-functionally, and drive measurable gains in customer satisfaction and operational efficiency.

I am a Quality Assurance Analyst with hands-on experience monitoring agent interactions, performing detailed quality audits, and generating actionable trend analysis to improve service delivery and compliance. I bring a Six Sigma Green Belt mindset to continuous improvement and calibration management.

Previously I worked as a Customer Service Representative handling high-volume inbound and outbound calls, exceeding KPIs like AHT and CSAT while using CRM systems to document interactions and support customers effectively. I have also held administrative and retail roles that strengthened my communication, problem-solving, and attention-to-detail skills.

I approach work with a collaborative ethos, running calibration sessions with cross-functional teams to ensure consistent evaluations and using insights from quality monitoring to drive measurable improvements in agent performance and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance Analyst

Current

Qualfon Philippines, Inc.

May 2022 - Present (3 years 10 months)

Monitored and evaluated agent interactions to ensure adherence to policies and quality standards, produced actionable insights from audits and trend analysis, and led calibration sessions to improve evaluation consistency.

Trend Analysis Calibration Management Auditing CRM Reporting

Customer Service Representative

Qualfon Philippines, Inc.

Feb 2021 - May 2022 (1 year 3 months)

Handled high-volume inbound and outbound calls, exceeded KPIs including AHT and CSAT, and used CRM systems to document interactions and resolve customer issues efficiently.

Customer Service Outbound Calling CRM AHT CSAT Troubleshooting Documentation

Customer Service Representative

Concentrix

Oct 2020 - Jan 2021 (3 months)

Delivered high-quality customer support through strong communication and active listening, maintaining service levels during peak periods and resolving customer inquiries effectively.

Customer Service Communication Active Listening Problem Solving Time Management

Admin Assistant

iTechno

Jun 2019 - Dec 2019 (6 months)

Provided administrative support by managing calendars, coordinating logistics, and handling front-desk duties via phone and email while ensuring excellent customer service.

Administrative Support Calendar Management Front Desk Duties Logistics Coordination Customer Service

Sales Staff

Inspira Inc.

Nov 2016 - Dec 2016 (1 month)

Engaged customers using consultative selling techniques across floor and phone/email channels, tracked leads and customer preferences via CRM and POS to schedule follow-ups.

Sales Consultative Selling CRM Lead Follow Up Customer Engagement

Sales Clerk

Rex Bookstore

May 2014 - Jul 2014 (2 months)

Managed in-store customer concerns and returns professionally and provided real-time sales and inventory reports to identify fast-moving SKUs and restock needs.

Customer Service Returns Sales Reporting POS Attention To Detail Merchandising