Experience

Cobenn Business Consultancy Services

• Philippines
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Quality Assurance Specialist

  • Aug 2021 - Present

  • Virtually attend Bootcamp classes to audit instruction quality and flag any existing or potential student satisfaction issues. • Report findings on a class quality daily. • Escalate any high-risk issues immediately. • Conduct audits for multiple classes throughout the day. • Assist with any potential administrative and operational reporting updates. • Collate data, perform analysis, and make recommendations. • Create guidelines to ensure employees are following specific standards. • Listening to SDR Discovery Calls (Sales Calls) to ensure reps meet the guidelines. Show less



Cognizant

• Uzbekistan
• Education
• 1 - 100 Employee

• Quality Assurance Analyst

  • Apr 2019 - Aug 2021

  • Perform audits of calls, emails and processed refunds of agents/SMEs.• Work with TL to ensure corrections of identified defects are done. • Perform individual coaching and feedback as needed. • Submit weekly and monthly audit results. • Present Top Defects for analysis and RCA.

• Travel Support Specialist

  • Apr 2018 - Apr 2019

  • An Australian/NZ-based Travel Agency/Group. • Assist customers over the phone with bookings made via the travel company's website. • Replicate booking whenever there is an error via the website. • Help with flight rebooking, cancellation, refund, and adding special assistance. • Answering customer's flight inquiries either over the phone or through email.



Sitel Group

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Representative | Airline Travel Specialist

  • Jan 2015 - Dec 2016

  • An Australian/NZ-based airline company. • Assist customers over the phone with flight reservation(s). • Help with flight rebooking, cancellation, refund, and adding special assistance. • Answering customers' flight inquiries. • Providing endorsements/authorizations for Travel Agent bookings. • An Australian/NZ-based airline company. • Assist customers over the phone with flight reservation(s). • Help with flight rebooking, cancellation, refund, and adding special assistance. • Answering customers' flight inquiries. • Providing endorsements/authorizations for Travel Agent bookings.