Auriel Boriga

Legazpi
aurielchang24@gmail.com
+63 963 698 4966

Personal Details

Citizenship: Filipino

Work Experience

Quality Analyst
Teleserve Asia - Legazpi
March 2019 to April 2023
• Deliver client-focused training to address the new hire, product update and recursive training
requirement to ensure superior workforce preparation with best in class service and delivery.
• Responsible for evaluating and monitoring calls, chats, emails and/ or Social Media interactions for
customer satisfaction according to specified policies and procedures as business need
• Apply effective presentation and facilitation skills; Demonstrate good engagement skills, creative
training techniques, including application of Adult Learning
• Effectively transfer knowledge and skills to the trainees through various classroom activities
• Deliver feedback, coaching in a positive manner and empower trainees to commit to action plans to
improve performance
• Evaluate the performance of the trainees through assessments, role play sessions, etc. and
communicate timely and accurately the overall readiness of everyone to the Training Lead and Training
Manager
• Ensure accuracy and timely tracking of trainee scores, records, and other critical information
• Send daily reports of training sessions facilitated and preparing and completing Quality action plans.
• Support the training needs of new hires in the 30 days milestone and tenured agents to ensure
competency levels meet business needs
• Run refresher sessions, assist in nesting, publish process knowledge tests and share results with
recommended action plans
• Collaborate with stakeholders towards achievement of desired or expected business outcomes of
training
• Support the recruitment process
• Maintain product and process knowledge
• Attend meetings when required and provide information as necessary
• Able to assess agent’s performance & provide support for improvement.
• Support the overall QA work flow by conducting customer call evaluations and providing feedback,
generally to the Team Leads & agents in a constructive manner.
• Accountable for collecting, coordinating, evaluating, and providing call data from agents to Team Leads
and providing feedback and reporting.
• Meet weekly / monthly call evaluation metrics and ensure calibration for Quality monitoring between
the Quality Analyst and Team Leads internally and Quality calibrations externally with the customer.
• To achieve quality assurance operational objectives by contributing information and analysis to
strategic plans and reviews. (DSAT/CSAT)
• Implementing productivity, quality, and customer service standards.
• Identifying and resolving problems, completing audits, determining system improvements,
implementing change.
• Prepare quality documentation and reports by collecting, analyzing, and summarizing information and
trends including failed processes, corrective actions, and re-evaluations.
• Able to Coach / Provide feedback based on results
• Prepares and analyses internal and external quality reports for management staff review.
• Participates in design of call monitoring formats and quality standards.
• Provides actionable data to various internal support groups as needed.
• Comfortable in communicating in all levels of management.
• Demonstrate proficiency in multi-tasking and Prioritization.
• Excellent in organizational skills and detailed oriental approach to problem solving.

Sales Representative
Boomsourcing - Legazpi
February 2018 to March 2019
• Making sales that should hit the daily and weekly quota.
• Maintaining a good score to QA.
• Has communication skills.
• Follow standard operations and procedures.
• Recognize and escalate priority problems in accordance with Client standards.
• Ensure one-call resolution prioritizing customer satisfaction.
• Perform basic troubleshooting when necessary.

Education

Bachelor's in Information Technology

AMA Computer College of Legazpi - Legazpi
May 2014 to May 2018

Skills
• Customer service
• Organizational skills
• Microsoft Office
• Communication skills
• Leadership
• Administrative experience
• Organisational skills (4 years)
• Customer service (2 years)
• Sales (2 years)
Certifications and Licenses

Email Etiquette
August 2022 to Present
• Has skills in sending emails most efficiently.