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Work Background
AccentureTeam Lead
Jul. 2024- Led a team of QAs and SMEs for a leads generation account.
- Stabilized agent quality scores above target for 7+ months.
- Generated daily/weekly/monthly performance reports for clients and stakeholders.
- Participated and spearheaded client and internal leadership meetings.
- Conducted audits and provided real-time process support for 7 different types of processes.
- Conducts root cause analysis and coaching on agents to identify their opportunities.
- Conducted huddles to discuss the performance of the team, cascade policy changes, case walkthroughs, and clarify confusions.
AccentureContent Development Specialist
Jan. 2024 - Jul. 2024- Developed and managed onboarding and training materials to ensure clarity and accuracy for new and existing personnel.
- Managed knowledge base to ensure accuracy and clarity for the processes and policies of the accounts we supported.
- Developed and managed quality, training, and policy playbook for all LOBs that we supported.
AccentureQuality Analyst
Feb. 2023 - Dec. 2023Quezon City, National Capital Region, Philippines- Conducted 100 ticket audits on agents (chats, emails) on a weekly basis.
- Led coaching sessions to identify improvements and implemented action plans to enhance quality.
- Led and conducted internal and client calibrations.
- Managed and created quality dashboards.
- Created and presented quality reports to internal leadership and clients.
- Acted as a Subject Matter Expert and back up Team Lead.
AccentureData Analyst
Mar. 2021 - Feb. 2023Quezon City- Reviewed and analyze user-generated content to ensure safe online environment.
- Maintained the integrity of our Trust & Safety programs by providing real-time protection for users.
- Utilized specialized tools to screen various media for inappropriate content and took strategic actions to uphold platform reputation and user trust.
Pru Life UKInsurance Agent
Jan. 2020 - Nov. 2022Makati City- Conducted needs analysis to recommend suitable life insurance policies based on clients' financial capabilities.
- Worked closely with diverse clients to develop customized financial planning solutions aligned with their goals.
- Managed and maintained client data and documentation to ensure efficient insurance claims processing and easy information access.
MSA Academic Advancement InstituteAcademic Consultant for Mathematics and Science
Feb. 2019 - Jan. 2020Greenhills, San Juan- Guided students through personalized learning goals based on progress evaluations.
- Promoted teamwork and critical thinking through advanced assignments.
- Created and administered assessments to track knowledge retention.
New Era UniversityCollege Instructor
Sep. 2016 - Feb. 2021Quezon City, National Capital Region, Philippines- Facilitated small group and individual activities based on students' learning needs.
- Applied diverse teaching methods and assessments to enhance learning effectiveness.
- Promoted teamwork and critical thinking through challenging tasks.
- Collaborated with faculty to address learning gaps and develop effective solutions.
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