Emmanuel

Quality Assurance Professional | Customer Support Specialist

Emmanuel

ID Verified
1,100/mo
Bacolod City, Philippines
Looking for Full-time
8 hours/day
Availability: US timezone

Profile Description

Results-driven professional with 8+ years of experience in customer service, leadership, and quality assurance within healthcare and financial services. Experienced in quality monitoring, coaching, reporting, compliance, customer support, and process improvement. Recognized as Top Quality Analyst for three consecutive years and Most Proactive QA for exceptional performance and leadership. Seeking to leverage strong administrative, analytical, and communication skills in a Virtual Assistant, Admi...

Top Skills

Financial Analysis · 8 yearsFinancial Reporting · 8 yearsZendesk · 1 yearAccount Management · <1 yearAccounts Payable/Receivable · <1 year

Skills & Expertise

Data & Analytics

Google Sheets (Advanced)Beginner

Content & Writing

Editorial Calendar ManagementBeginner

Customer Success

ZendeskIntermediate
Live Chat SupportBeginner
Phone SupportBeginner
Email SupportBeginner
Technical SupportBeginner
Social Media SupportBeginner
Ticket ManagementBeginner

Design & Creative

CanvaBeginner
Design SystemsBeginner
SketchBeginner
Logo DesignBeginner
Social Media GraphicsBeginner
CapCutBeginner
Video EditingBeginner

Finance & Accounting

Financial AnalysisExpert
Financial ReportingExpert
Accounts Payable/ReceivableBeginner

Real Estate Operations

VrboBeginner
AirbnbBeginner
Review & Reputation ManagementBeginner

Marketing & Growth

TikTok AdsBeginner

Sales & Business Development

Lead GenerationBeginner
Cold CallingBeginner
B2B SalesBeginner
Sales PresentationsBeginner
Warm Outreach & Appointment SettingBeginner
Account ManagementBeginner

Specialized Skills

Corporate TrainingBeginner
Telehealth SupportBeginner

Virtual Assistance & Admin

Personal Assistant ServicesBeginner
Email ManagementBeginner
Calendar ManagementBeginner

Work Experience

Quality Assurance Analyst

Ubiquity

Nov 2017 -

Key Achievements:

Key Achievements & Responsibilities 8+ years of experience in customer service, quality assurance, and team leadership across healthcare and financial services. Recognized as Top Quality Analyst for three consecutive years and Most Proactive QA for outstanding performance and initiative. Performed quality audits, compliance reviews, and performance evaluations to maintain service excellence. Delivered coaching and actionable feedback to improve agent performance, customer satisfaction, and operational results. Generated reports and analyzed trends to support decision-making and continuous process improvement. Managed customer interactions, issue resolution, and escalations while maintaining compliance and service standards. Collaborated with cross-functional teams to implement quality improvements and enhance customer experience. Demonstrated strong organizational, communication, administrative, and analytical skills applicable to Virtual Assistant, Administrative Support, and Chat Support roles.

Google Sheets (Advanced)Phone SupportSocial Media SupportCanvaEditorial Calendar ManagementEmail SupportTicket ManagementZendeskTechnical SupportLive Chat Support

Quick Stats

Age29 years
English LevelFluent
ID VerificationVerified
Portfolio
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Certifications

Google Data Analytics Certificate

Education

Bachelor's Degree

STI West Negros University

2012 - 2016