Years of experience: 8
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Trust Score
Exceptionally trusted; proven professional excellence.
Reynan's Career Path
Jul. 2024 -Present
AccentureTeam Lead
- 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 a...
Jan. 2024 -Jul. 2024
AccentureContent Development Specialist
- 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.
Feb. 2023 -Dec. 2023
AccentureQuality Analyst
Quezon 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 Tea...