catherine maravillas

compliance officer

About

In December of 2005, a few months before college graduation, I joined the first major BPO in Cagayan de Oro City, Philippines where I worked as Technical Support Representative. A year later, I moved up and became a member of the Quality team where I did agent performance analysis through quality monitoring as well as conducted activities that helped my agents improve their CSAT scores. 5 years later, I was entrusted with bigger responsibilities one of which was by helping other Quality Analysts in meeting their requirements; I did more reports and analysis especially on Sales (Gap analysis). Through hard work and dedication, I was awarded top performer on 3 different months, Unsung hero for my involvement in a Global QAMF creation project and awarded an all expense paid 3-day vacation in Shangri-la Boracay, Philippines. But it did not end there. With my steadfast commitment for the success of our company, and strength and wisdom that comes from the Almighty God, I was promoted as Quality Supervisor where I'm currently overseeing 3-4 programs from one of our biggest Clients.

Country

philippines

City

northern mindanao

Industry

outsourcing/offshoring

Skill

customer satisfaction, call centers, service delivery, quality assurance, customer service, leadership, process improvement, team leadership, crm, technical support, customer experience, bpo, microsoft excel, contact centers

Experience

quality assurance specialist

concentrix

2006-12 - 2010-12 · 4 yrs 1 mo

* ● Performs check and balance on agents' adherence to processes * ● Ensures that agents would always provide quality/excellent support to customers * ● Conducts analysis on technical representatives' performance through call monitoring * ● Conducts activities that would help address agent opportunities

product support representative

concentrix

2005-12 - 2006-12 · 1 yr 1 mo

● Provides technical assistance to Linksys customers with concerns on internet or product features ● Answer queries on products and technical features

compliance officer

pomeroy global logistics compa

2020-1 - Present · 6 yrs 9 mos

quality assurance supervisor

concentrix

2016-4 - Present · 10 yrs 6 mos

* ● Leads/guides Quality Analysts into meeting career and company goals * ● Ensures efficiency and effectiveness on monitoring analysis and intervention * ● Provides business intelligence to delivery team on agent opportunities * ● Assists the Delivery team in addressing challenges * ● Ensures Quality results on agents' transactions * ● Facilitates calibration sessions with Client, Training and Operations

senior quality assurance specialist

concentrix

2011-1 - 2016-3 · 5 yrs 3 mos

* ● Provides weekly analysis on Operations team performance, their strengths and weaknesses, what they need to continue doing and what needs to be improved * ● Performs Sales Analysis to identify gaps between bottom and top sellers * ● Assists the Quality Supervisor in guiding the team to success * ● Facilitates calibration meetings with Client

Education

st mary's academy

education

2000-1 - 2002-1 · 2 yrs 1 mo

My experience in secondary education was more on equipping myself in other fields such as Arts and Leadership. Activities and Societies: Dance Troupe, Medical Volunteers group, Military training

mindanao university of science and technology - lapasan, cagayan de oro city

telecommunications

2002-1 - 2006-1 · 4 yrs 1 mo

We studied all parts and functionality of a computer hardware as well as familiarization to software/programming. I also have a background on Cisco Networking. Activities and Societies: Debate Team, Circulo de Entablado, Gintong Amihan Dance Troupe. Future Technician's Guild