JOAN ARATAS GOLEZ
Kuala Lumpur
Summary
Results-driven Quality Evaluator with 2+ years of experience enhancing performance and compliance in chat, email, and phone support. Implemented targeted coaching and calibration huddles, leading to a 90% team quality pass rate and a 40% reduction in non-compliance. Proficient in QMS, Zendesk, and translating audit insights into actionable process improvements.
Overview
17
17
years of professional experience
Work History
Quality Evaluator
Concentrix
05.2024 - Current
- Reviewed processes, customer interactions, and production samples to identify non-compliance or defects, contributing to quality assurance efforts.
- Performing root cause analysis on errors or customer complaints to recommend long-term fixes.
- Collaborated with clients, operations teams, and leadership to uphold high standards and communicate performance metrics, enhancing overall service quality.
Nesting POC
Concentrix
04.2024 - 05.2024
- Guided new team members in resolving queries to enhance knowledge and confidence.
- Coached new team members, ensuring they received timely updates from clients to improve communication.
- Collaborated with team members to achieve target results.
- Managed complaints with calm, clear communication and problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
Backlog Agent
Concentrix
09.2022 - 03.2024
- Prioritised tasks based on business value, urgency, and customer needs to ensure alignment with project goals.
- Groomed backlog by updating, refining, and breaking down large tasks into manageable items.
- Managed daily reporting of backlog cases to stakeholders, providing insights into case statuses in Researching, RR, PR, and New Emails.
Chat and Email Support
Nityo Infotech Services Sdn. Bhd.
05.2022 - 08.2022
- Responded to client messages on live chat and email platforms, providing accurate and helpful information to enhance customer experience.
- Delivered customer support at Concentrix Malaysia, ensuring customer satisfaction and timely resolutions.
- Troubleshot product or service issues, escalating complex problems to appropriate teams for swift resolution.
Account Specialist
TDCX
04.2020 - 01.2022
- Assisted with billing and payment processes, including accounts receivable and financial reporting, while providing clients with updates on payout status.
- Supported small business clients in setting up E-payment services for their online operations, enhancing their transaction capabilities.
- Collaborated with product, sales, and finance teams to resolve customer issues, ensuring service goals were met for clients across Europe, US, and APAC.
KYC Analyst
TDCX
01.2020 - 04.2020
- Reviewed legal documents, passports, and corporate structures for new and existing clients, ensuring compliance with KYC regulations and identifying potential risks. Analysed customers' activities to validate legitimacy of source of funds and mitigate financial crime risks. Assessed money laundering risks associated with customers to enhance overall risk management strategy.
- Analysed customer documents for KYC compliance, identifying discrepancies and mitigating potential risks.
- Maintained up-to-date knowledge of regulatory changes affecting KYC, ensuring compliance with current legislation.
- Reviewed and verified customer identification documents to comply with anti-money laundering regulations.
Learning and Development
Transcom Worldwide
08.2018 - 01.2020
- Consulted with managers to identify performance gaps and skill shortages, designed and implemented training programmes that aligned employee growth with organisational goals and enhanced workforce capabilities.
- Conducted workshops and virtual sessions, delivering train-the-trainer programmes to standardise training delivery across teams.
- Established a mentorship scheme to support personal and professional growth, fostering a culture of learning and development.
- Collaborated with HR to integrate learning and development plans with overall talent management strategies.
- Coached junior sales executives, fostering a culture of continuous learning and development.
Subject Matter Expert
Transcom Worldwide
11.2016 - 08.2018
- Provided authoritative knowledge and strategic advice for specialized projects, resolving technical issues and managing supervisory calls upon customer request.
- Supported new and experienced agents in resolving complex customer issues, enhancing overall service quality.
- Monitored staff performance and developed improvement plans.
- Provided expert advice on subject-specific issues to enhance organisational efficiency.
- Facilitated training sessions for junior staff, improving their understanding and skills.
Customer Service and Technical Support Representative
Transcom Worldwide
07.2011 - 11.2016
- Assisted customers with billing inquiries, processed payments, and facilitated service upgrades and additional service requests, enhancing customer satisfaction.
- Resolved product and service issues through systematic troubleshooting and processed refunds, exchanges, or order updates, contributing to customer retention.
- Answered incoming phone calls from US clients promptly, ensuring efficient communication and support.
Customer Service and Sales Account Representative
Hinduja Global Solutions Limited
10.2010 - 07.2011
- Handled high volumes of incoming calls from USA, delivering accurate product information and resolving complaints within established time frames.
- Identified customer needs to pitch, upsell, or cross-sell relevant products, converting support interactions into sales opportunities.
- Stored stock safely and securely to maintain quality of goods.
- Actioned customer feedback to improve product and service provisions.
- Merchandised displays to showcase new and popular items.
Appointment Setter and Production Leader
Earth Communications Professionals
10.2009 - 08.2010
- Contacted leads via phone calls using provided lists to qualify prospects based on their needs and budget.
- Recorded call outcomes, notes, and lead stages accurately in CRM software to ensure data integrity.
- Compiled and dispatched end-of-day reports to clients, summarising daily progress and activities.
Education
Bachelor Degree - Information Technology
ILOILO SCIENCE AND TECHNOLOGY UNIVERSITY
Iloilo City, PhilippinesSkills
- Experience in Inbound and Outbound Call (Customer Service)
- Appointment Settings and Upselling
- Chat and Email Support ( Zendesk, SLA Compliance)
- Technical and Billing Support (Cable Service and Telecommunication Service)
- MS Office (Powerpoint, Excel and MS Word)
- Experience working within a Quality Management System (QMS)
Timeline
Quality Evaluator
Concentrix
05.2024 - Current
Nesting POC
Concentrix
04.2024 - 05.2024
Backlog Agent
Concentrix
09.2022 - 03.2024
Chat and Email Support
Nityo Infotech Services Sdn. Bhd.
05.2022 - 08.2022
Account Specialist
TDCX
04.2020 - 01.2022
KYC Analyst
TDCX
01.2020 - 04.2020
Learning and Development
Transcom Worldwide
08.2018 - 01.2020
Subject Matter Expert
Transcom Worldwide
11.2016 - 08.2018
Customer Service and Technical Support Representative
Transcom Worldwide
07.2011 - 11.2016
Customer Service and Sales Account Representative
Hinduja Global Solutions Limited
10.2010 - 07.2011
Appointment Setter and Production Leader
Earth Communications Professionals
10.2009 - 08.2010
Bachelor Degree - Information Technology
ILOILO SCIENCE AND TECHNOLOGY UNIVERSITY