Prince Keith Eguia
Quality Assurance Analyst at IntouchCX- Claim this Profile
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Bio
Credentials
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Management Coaching: Coaching Employees for High Performance
UdemyJan, 2023- Sep, 2024
Experience
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IntouchCX
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Canada
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Quality Assurance Analyst
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Oct 2022 - Present
As a Quality Analyst, I evaluate support advisors performance through auditing their interaction (such as email, chat and phone interactions). Ensuring that the client's quality standard is met. I also handled calibrations and talks with the Operations and Management, providing feedback as to where the area of opportunity is. I also creates a business report and and deep dive analysis, demonstrating it to the client as to what the operation's performance is (may it be quality score, aht, usage of AI's and etc.) and what are the action plans the quality is doing to improve the said performance. Show less
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24-7 Intouch
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Canada
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Assurance Quality Analyst
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Oct 2022 - Present
As a Quality Analyst, I evaluate support advisors performance through auditing their interaction (such as email, chat and phone interactions). Ensuring that the client's quality standard is met. I also handled calibrations and talks with the Operations and Management, providing feedback as to where the area of opportunity is. I also creates a business report and and deep dive analysis, demonstrating it to the client as to what the operation's performance is (may it be quality score, aht, usage of AI's and etc.) and what are the action plans the quality is doing to improve the said performance. Show less
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Ecommerce Marketplaces Support Advisor
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Sep 2021 - Oct 2022
Assisting Shopify merchants through email with their Shopify Sales Channel (specifically Facebook, Instagram and Google) concern.
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Ecommerce Buyer Support Advisor
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Nov 2020 - Sep 2021
Providing assistance to buyers through email by identifying the buyers' concern and personalizing resolution to ensure positive communication experience.
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Teleperformance
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United States
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Ring Amazon Technical Support
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Aug 2019 - Nov 2020
Troubleshooting customer devices such as doorbells, security cameras, smart lights and other smart devices through phone calls. Troubleshooting customer devices such as doorbells, security cameras, smart lights and other smart devices through phone calls.
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ResultsCX
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United States
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Technical Support for Comcast
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May 2019 - Aug 2019
Demonstrating familiarity with networks and internet protocols and troubleshooting customer devices such as cable boxes, phone and modem to Comcast Customers. Demonstrating familiarity with networks and internet protocols and troubleshooting customer devices such as cable boxes, phone and modem to Comcast Customers.
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Concentrix
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Customer Service Representative for Amazon
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Aug 2017 - Jul 2018
Respond to telephone inquiries, providing quality service to Amazon consumers and assisting them with their Amazon queries. Respond to telephone inquiries, providing quality service to Amazon consumers and assisting them with their Amazon queries.
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Education
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2015 - 2016
University of the Visayas
Bachelor of Science - BS, Marine Transportation
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