Customer Service Representative (Telco) | Process Associate (Financial) | Technical Support Representative (Telco) | Call Quality Analyst (Financial & Telco) | Risk Officer (Financial)

I am a results-driven Customer Support and Quality Assurance professional with over 10 years of experience in the BPO industry, specializing in telecommunications and financial services. Throughout my career, I have consistently earned promotions by delivering high-quality work, demonstrating strong leadership, and maintaining a commitment to excellence.

I started my career in 2015 as a Technical Support Representative, where I developed strong problem-solving and customer service skills by assisting customers with technical concerns. My dedication and performance led to a promotion as a Call Quality Analyst in 2016, where I spent five years evaluating customer interactions, coaching agents, conducting quality audits, and working closely with operations leaders to improve customer satisfaction and team performance.

In 2021, I joined the AT&T account as a Customer Service Representative, strengthening my expertise in handling complex customer inquiries, account management, and conflict resolution. I later transitioned to the Bank of Montreal (BMO) as a Process Associate, where I gained valuable experience in financial operations, compliance, accuracy, and risk management. Through consistent performance, I was promoted to Call Quality Analyst and Risk Officer, my current position, where I ensure operational excellence, monitor quality standards, identify potential risks, and help drive continuous process improvements.

I bring a strong combination of customer service expertise, quality assurance, analytical thinking, and attention to detail. I thrive in fast-paced environments, adapt quickly to new tools and processes, and take pride in delivering reliable, efficient, and accurate results. Whether working independently or as part of a team, I am committed to exceeding expectations and contributing to the long-term success of the business.

If you're looking for someone who is dependable, proactive, easy to work with, and genuinely invested in helping your business grow, I would be excited to become a valuable member of your team.