JEMUEL F.

LEGASPI
Tel.# 0918-9002339 ● email: jemuel.legaspi@gmail.com
Block 76 Lot 17 Village 3 Providence Subdivision Pavia Iloilo, Philippines

SUMMARY OF QUALIFICATION
Project startup is my specialty. I enjoy setting the foundation, structure and processes. Restructuring and
streamlining existing processes for efficiency is also something that like doing. If something can be
improved, I make sure to prepare the documentation and prepare the strategy for implementation.
Simplicity is always the key – simplicity allows for modularity and flexibility.

WORK EXPERIENCES

IGT Philippines Inc., Iloilo City

Quality Assurance Supervisor
Date: July 2022 – Present
 Supervises a dedicated Quality Analyst and ensure their calibration, coaching and development and
productivity on a weekly basis.
 Provides operations with the daily and weekly highlights on quality and performance trend.
 Identify major areas of Quality AFIs, root cause analysis to drill down the actual cause of the issue
then disseminate the information and implement changes.
 Facilitate internal and external calibration while maintaining variance reporting and complete
summarization of calibration.
 Analyze and resolve simple to complex QA issues effectively and provide recommended action.

Startek Philippines Inc., Iloilo City

Quality Assurance Supervisor
Date: 03/2016 – 06/2022
 Assist Operation and other Support Group in development of streamlined policies and processes to
be used and give recommendation and solution to ensure efficient workflow.
 Lead in monitoring compliance based on agreed service quality metrics such as Call Handling
Quality and effectiveness of deployed agents
 Lead in call calibration with support group.
 Prepare infraction reports and interacts with operations and support groups regarding quality
improvements.
 Assesses and discusses problems relating quality and non-conformance with operations and
support counterparts and provides process improvement to address these concerns.
 Creates simple analysis and requested adhocs.

Quality Assurance Specialist

Date: 6/2015 – 02/2016
 Monitor calls to assure that quality is being meet.
 Prepare CSAT reports and interacts with operations and support groups regarding quality report
improvements.
 Delivered QA guidelines to agents to provide idea and create awareness on quality standard set by
the company.
 Provides continuous floor support.

Technical Support Representative

Date: 11/2014 – 05/2015
 Accept in-bound calls and troubleshoots technical issues of customer’s Cable TV services.
 Handling billing question and disputes.
Infiniti Telecommunications
Virtual Assistant (Home Based)
Date: 04/2013 – 07/2015
 Provides daily product updates of Infinity Phone System using Magento.
 Create and upload Infinity Phone System product documentation online.
 Re-produce the Infinity Phone System user guide.
 Updating Infinity Phone System product database.

Sutherland Global Services Inc., Davao City

Senior Quality Assurance Specialist
Date: 07/2011 – 06/2014
 Provides daily, weekly and monthly statistical reports to internal/external clients.
 Prepare QA/CSAT reports and interacts with operations and support groups regarding quality
report improvements.
 Assesses and discusses problems relating to yield, efficiency, non conformance and other major
discrepancies with operations and support counterparts and provides process improvement to
address these concerns.
 Updates personnel on changes, regarding information, policies, and guidelines through Specs/Info
awareness campaign.
 Assesses reports and, where possible, improves the effectiveness of all report template/processes.
 Creates simple analysis and requested adhocs.

Quality Assurance Specialist (Sales - CS - TS)

Date: 03/2008 – 07/2011
 Monitor customer interactions of Onsite agents using Verint and Talisma Application and suggest
improvements by means of performance evaluations, and regular reporting to ensure company and
client standards are maintained for one of the leading communication institutions in the US.
 Meet evaluation output targets on a consistent basis and maintain a percentage of valid disputed
evaluations below 2% of total output.
 Prepare reports in daily and weekly basis that are needed by the department to track the status,
improvement and areas to develop on.
 Delivered QA guidelines to agents to provide idea and create awareness on quality standard set by
the company.
 Provides continuous floor support.

West Contact Services Inc., Makati City

Performance Assessment Specialist (Sales - CS - TS)
Date: 10/2006 – 02/2008
 Monitor calls to assure that quality is being meet.
 Coach and develop agents on areas needed to hit the goal of the company.
 Analyze and interpret data for Quality reports in the company and from the client.
 Prepare reports in daily and weekly basis that are needed by the department to track the status,
improvement and areas to develop on.

Sales - Customer Service - Retention Department, SAVEs

Date: 06/2006 – 09/2006
 In charged on retaining those customers that plans to cancel the service.
 Negotiate and gives other alternatives in order retain our client customer.

Sales - Customer Service - Tier 3 CS/Sales Escalations

Date: 12/2005 – 05/2006
 In charge of supervisory and escalated call from the local site.
  Handles international tickets and unresolved case from the other international sites.
 Assist fellow agents on resolving customers’ issues.

Sales - Customer Service - Universal Agent

Date: 08/2005 – 11/2005
 Handles both technical and maintaining accounts and work on billing question and disputes.
 Help our clients’ customers make the best buying decisions by presenting product/service
information or making recommendations.

Technical Support
Date: 08/2004 – 07/2005
 Accept in-bound calls and troubleshoots technical issues of customer’s Dial-Up and DSL internet
connections.
 Offer products that would enhance customers’ internet experience.

UNCOM Computer Company

Computer Tech / IT Officer
Date: 05/2002 – 04/2004
 Provide extensive support including software installation/configuration, troubleshooting customer
system installation problems/performance and database recovery/integrity.
 Preventive, corrective, adaptive and enhancement of computer maintenance, repair, installation
and configuration.
 Desktop PC assembling and configuration.

Coca-Cola Bottlers Philippines Inc.

Sales Associate
Date: 03/2001 – 09/2001
 Responsible for developing new business and maintaining relationships with new and existing
customers.
 Responsible for growing the customer's business through the generation of new products and
consultative selling consistent with CCBP's key strategic priorities and programs.
 Responsible for developing relationships with key distributors.

EDUCATION
Central Philippine University
B.S. Electronics and Communications Engineering, March 2001

PERSONAL
Weight: 160 lbs
Height: 5’7”
Birthday: October 31, 1977
Birthplace: Pasig, Metro Manila
Religion: Jehovah’s Witness
Special Skill: Driving
Hobbies: Ball games, Chess & Backgammon

REFERENCES FURNISHED UPON REQUEST