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EXPLORE
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$5 USD / Hour
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Philippines (12:45 PM)
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Joined on October 4, 2006
$5 USD / Hour
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Over 5 years experience being an adaptable and reliable Quality Analyst with a clear understanding and practical experience of the application of QA process and methodology in a Call Center Environment Experienced in Microsoft Office Programs such as Excel, Word, Powerpoint, Publisher and Access. Have created simple to complex tools using MS Excel such as Company Forms and Reports with the use of MS Access as Database. Experienced in front-end and back-end ASP-based Quality Tools Developer used for Monitoring and Reporting utilizing MSSQL, HTML, CSS and JavaScript Demonstrated outstanding Customer Service Skills for over 5 years being a Technical Support Professional via email, chat and phone Excellent and a Determined Freelance Worker doing diverse task on the Internet being a Web Developer; Blogger on different Platforms such as Blogger, Wordpress and Typepad; creating and maintaining ecommerce sites on EBay and Amazon; Virtual Assistant and Online Researcher.
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Experience
Virtual Assistance / Excel-based tool Creator / Blog Creator / Customer Support
Jan, 2005 - Present
•
20 years, 10 months
Internet
Jan, 2005 - Present
•
20 years, 10 months
Business Intelligence Creator (inqology.com) - Solved a series of data extraction, transformation and presentation problems using Excel and Access to deliver a series of complex models and database systems, that saved the client hundreds of hours in delivery and rework. - Creates Excel based forms and MS Access Databases based on client's requirements and specification - Prepare and create tool manual for documentation and user guide.of the tool created Blog Designer -Develop and maintain blog
Jan, 2005 - Present
•
20 years, 10 months
Stream Global Solutions / America Online (AOL) Member Services
Oct, 2000 - May, 2011
•
10 years, 7 months
Quality Assurance Analyst/Representative (Phone, Chat and Email)
Oct, 2000 - May, 2011
•
10 years, 7 months
o Evaluates, Monitors and Reviews Phone Recordings, Chat sessions and E-mail Transcripts of Technical Customer Service Representatives. o Analyzing recording, sessions and transcripts which includes, but not limited to, the following : English Grammar, Technical Correctness, and Outstanding Customer Service based on the Call Flow Standards. o Generates Feedback for Coaches on the revised transcripts. o Identifies improvement areas and makes recommendations based on the reviewed and evaluated Chat sess
Quality Analyst (Data Analyst), Reporting & Analytics Team
Oct, 2000 - May, 2011
•
10 years, 7 months
o Creates web forms in ASP pages for QA Monitoring through the use of Dreamweaver (MX, CS3, CS4), CSS Stylesheets and MS SQL server. o Creates and Maintains Quality Reporting Tools and Platforms such as Monitoring Forms, Online Reports which are in ASP pages with HTML and CSS, utilizing MS SQL server language and design the page via Dreamweaver. o Stress Test Quality Reporting tools before implementation and Audits accuracy of the standardized reports o Creates other QA pages such as Online Reviews, Dat
Oct, 2000 - May, 2011
•
10 years, 7 months
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