[ 01 ]
Profile
// SUMMARY BRIEF
Data-driven professional with 6+ years of experience in quality assurance, customer insights, and analytics.
Proven expertise in identifying patterns, optimizing processes, and translating complex data into actionable
business recommendations that drive operational efficiency and revenue growth. Skilled at bridging technical
analysis with stakeholder communication to inform strategic decisions.
[ 02 ]
Experience
// FIELD RECORD
General Virtual Assistant
MOODY MANAGEMENT
◇ Remote · Property & Legal Operations
APR 2024 — FEB 2026
- RENT COLLECTION & LEGAL OPS — Managed delinquent accounts and collections processes, achieving a 95%+ on-time collection rate.
- TENANT RELATIONS — Prepared lease renewals, inspection notices, and compliance communications for 200+ properties.
- PROCESS OPTIMIZATION — Coordinated legal notices and collections workflows, reducing administrative overhead by 20%.
- DATA TRACKING — Maintained payment records and tenant databases for comprehensive accountability.
Quality Assurance Specialist
TTEC
◇ Full-time · On-site · Philippines
MAY 2023 — APR 2024
- PERFORMANCE ANALYSIS — Analyzed QA metrics and KPIs, identifying improvement opportunities worth $150K+ annual value.
- QUALITY MONITORING — Evaluated 50+ interactions weekly; facilitated calibration sessions ensuring consistency across a 12-person team.
- PROCESS AUDITS — Conducted periodic audits of customer service processes; recommended 8+ efficiency gains.
- DATA-DRIVEN INSIGHTS — Translated performance trends into actionable recommendations supporting team scorecards and strategic improvements.
Customer Service Specialist
TTEC
◇ Full-time · On-site · Philippines
SEP 2022 — APR 2023
- Resolved 95%+ of inquiries on first contact; managed technical troubleshooting and service escalations.
- Identified and pursued upsell opportunities, contributing $40K+ in incremental annual revenue.
Technical Support Representative
TRANSCOM
◇ Full-time · National Capital Region, Philippines
APR 2019 — MAY 2022
- Delivered customer support across phone, chat, and email; maintained a 4.5+ CSAT rating consistently.
- Mentored 5 new team members, improving onboarding time by 30%.
[ 03 ]
Competencies
// CAPABILITY MATRIX
[ DATA ANALYSIS & BI ]
- Excel (Advanced)
- SQL
- Python
- Tableau
- Power BI
- Google Analytics
[ LIBRARIES & FRAMEWORKS ]
- Pandas
- NumPy
- Matplotlib
- Seaborn
[ QUALITY & OPERATIONS ]
- Quality Assurance
- Process Optimization
- Metrics Analysis
- Lean Six Sigma
[ DESIGN & CREATIVE ]
- Canva
- AutoCAD
- Video Editing
[ 04 ]
Method
// OPERATING SEQUENCE
01
Audit
Review processes, QA data, reports, and interaction samples.
02
Analyze
Identify trends, gaps, repeated issues, and performance blockers.
03
Report
Build clear dashboards, summaries, and action-focused reports.
04
Improve
Recommend workflow, training, documentation, or quality fixes.
05
Monitor
Track results and refine the reporting cadence over time.
[ 05 ]
Work Samples
// ANONYMIZED CASE FILES
A1
QA Trend Report
- PROBLEM
- QA scores were tracked but not analyzed clearly.
- ACTION
- Reviewed interactions and grouped issues by trend.
- OUTPUT
- Weekly QA trend report with improvement recommendations.
- RESULT
- Clearer coaching priorities and better team-lead visibility.
A2
Escalation Analysis
- PROBLEM
- Repeated customer complaints and escalations.
- ACTION
- Categorized complaint types and identified root causes.
- OUTPUT
- Escalation tracker and summary report.
- RESULT
- Clear view of where process fixes were needed.
A3
Operations Reporting Dashboard
- PROBLEM
- Performance information was scattered across tools.
- ACTION
- Organized KPIs into a cleaner reporting format.
- OUTPUT
- Dashboard-style report for weekly review.
- RESULT
- Faster decisions and stronger accountability.
⚠ SAMPLE / ANONYMIZED CASES — NO CONFIDENTIAL CLIENT DATA. SWAP IN YOUR OWN DELIVERABLES AS AVAILABLE.
[ 06 ]
Certifications
// CREDENTIAL VAULT
[ + ]UPLOAD CERTIFICATE
IMG / 16:10
[ + ]UPLOAD CERTIFICATE
IMG / 16:10
[ + ]UPLOAD CERTIFICATE
IMG / 16:10
[ 07 ]
Education
// ACADEMIC RECORD
B.S. Information Technology
Colegio de la Purisima Concepcion
2015 — 2019 · Dean's Lister
[ 08 ]
Free Audit
// FIND THE LEAK
No cost · No pitch · 15 minutes
[ The Problem ]
Your team hits target — and you're still losing money.
On paper the scorecards look fine. Underneath, revenue quietly leaks, CSAT slips, and rework piles up — and the numbers that would explain it are scattered across QA logs, spreadsheets, and dashboards nobody has time to read. So the bleeding continues, invisible, month after month.
[ The Fix ]
I read the data nobody else does — and show you the leak.
I turn messy QA, CSAT, and operations data into one clear picture, then pinpoint exactly where money and quality are slipping out. The same approach surfaced $150K+ in recoverable value, pushed on-time collection past 95%, and cut admin overhead 20% in past roles.
Get your free Operations Visibility Audit.
Send me your top 3 metrics. Within 48 hours I'll send back 3 specific blind spots that are costing you money — and exactly how to close them. Free, and yours to keep whether we work together or not.
>> CLAIM MY FREE AUDIT
