Ynel Santos
@ynelsantos
Experienced quality evaluation specialist driving process improvement and customer excellence.
What I'm looking for
I am a results-driven quality evaluation professional with extensive experience in monitoring service interactions, leading teams, and ensuring compliance across operations. I have served as a subject matter expert and senior quality evaluator, producing actionable reports, coaching colleagues, and resolving escalations to improve customer outcomes.
In my current role supporting dispatch operations, I coordinate logistics, manage documentation, and maintain accurate tracking and reporting to ensure timely deliveries and regulatory compliance. I leverage quality tools and data analysis to identify optimization opportunities and foster a culture of continuous improvement focused on efficiency and service excellence.
Experience
Work history, roles, and key accomplishments
Dispatch Support Specialist
Family Car Buyers
Dec 2023 - Present (2 years 1 month)
Coordinate vehicle shipments, verify documentation for legal compliance, and resolve delivery and inventory issues to ensure on-time service and accurate dispatch records.
Sr. Quality Evaluator
Convergys/Concentrix (FedEx)
Feb 2017 - Dec 2023 (6 years 10 months)
Led service monitoring and coached monitors to improve call quality, tracked performance gaps, and delivered actionable reports that supported continuous quality improvements for FedEx customer service.
Customer Service Representative
C3/Everise
Feb 2016 - Jan 2017 (11 months)
Handled inbound customer calls, resolved inquiries and complaints, and maintained product/service knowledge to support high customer satisfaction.
Education
Degrees, certifications, and relevant coursework
The University of Manila
Bachelor of Science in Foreign Service, Foreign Service
2014 - 2016
Completed two years of Bachelor of Science in Foreign Service coursework focusing on international relations, diplomacy, and cross-cultural communication.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
Skills
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