Team Leader | Quality Analyst | Travel SpecialistTeam Leader | Quality Analyst | Travel Specialist
Trina
ID Verified$700
per month
($4/hour)
Profile Description
Customer Service and Operations professional with 5+ years of experience in BPO, travel, and ecommerce accounts. Skilled in team leadership, quality assurance, and escalation management, consistently driving improvements in CSAT, SLA compliance, and workflow efficiency. Experienced in coaching agents, documenting SOPs, and managing KPIs to ensure high‑quality service delivery. Recognized for balancing empathy, accuracy, and speed in high‑pressure environments, contributing to both customer satis...
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Customer Success
Data & Analytics
Design & Creative
E-commerce & Marketplace
Sales & Business Development
Virtual Assistance & Admin
Work Experience
Operations Supervisor
Teleperformance
Sep 2024 - Feb 2026
Key Achievements:
Responsibilities: Directed daily operations for live messaging and email teams. Distributed workload, monitored queues, and reviewed quality standards. Coached and mentored agents to improve performance and accuracy. Reported team KPIs including CSAT, SLA compliance, and resolution rates. Key Achievements: Improved QA scores by 10% through targeted coaching. Reduced ticket turnaround time by 20% with workflow adjustments. Sustained CSAT growth by balancing empathy and efficiency.
Quality Assurance Analyst
Teleperformance
Oct 2023 - Sep 2024
Key Achievements:
Responsibilities: Audited customer interactions to ensure compliance with policies. Delivered feedback and coaching to agents based on QA results. Partnered with leadership to refine SOPs and communication standards. Key Achievements: Increased agent accuracy by 15%, boosting CSAT scores. Strengthened quality compliance across multiple service channels.
Travel Specialist
Teleperformance
Apr 2022 - Oct 2023
Key Achievements:
Responsibilities: Handled escalations including urgent rebookings, cancellations, and disputes. Provided empathetic support across high‑volume service queues. Flagged recurring travel issues to management for resolution. Key Achievements: Maintained 92%+ CSAT ratings under high‑pressure conditions. Helped reduce repeat ticket drivers by identifying root causes.
Customer Service Representative
Inspiro Relia
Nov 2020 - Feb 2022
Key Achievements:
Responsibilities: Assisted customers with orders, replacements, refunds, and inquiries. Delivered support via phone and email with professionalism. Adapted to remote work setup with independence and reliability. Key Achievements: Consistently achieved high satisfaction scores. Built strong customer trust through clear communication and timely resolutions.
Quick Stats
Education
Bachelor's Degree
University of Caloocan City
2018 - 2022