Gay Marie Jumawid
Gay Marie Jumawid
Good day, I’m Gay. I’m currently working as a Quality Analyst at Guild Solutions Inc., where I’ve been since March 2022. In this role, I focus on monitoring processes, evaluating performance, and providing insights that help improve both efficiency and customer satisfaction. My ability to identify gaps and suggest workable solutions stems from my strong skills in quality assurance, process improvement, problem-solving, data analysis, and communication. I take pleasure in working in groups to uphold standards and guarantee reliable outcomes. I’m excited about opportunities where I can apply my analytical mindset and eye for detail to help organizations deliver excellent service and continuously improve.
Contact Details
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Email
gaymariejumawid@gmail.com
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Address
Phase 2 Block 2 Lot 85 Green Breeze Subdivision, Brgy. San Isidro, Rodriguez Rizal
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Phone
09266906760
About Me
Detail-oriented Quality Analyst and Customer Experience Specialist with over 10 years of experience in customer service, technical support, and quality assurance across BPO and IT-enabled industries. Proven track record in process improvement, coaching, and ensuring compliance with quality standards to enhance customer satisfaction and operational efficiency. Currently excelling as a Quality Analyst at Guild Solutions Inc., driving performance excellence through data analysis and actionable insights.
Experience
Quality Analyst
Guild Solutions Inc. - (2022 - Now)
● Monitor and evaluate customer interactions to ensure compliance with quality standards.
● Provide actionable feedback and coaching to agents, driving continuous improvement.
● Analyse trends and prepare quality reports to identify performance gaps and recommend solutions.
● Collaborate with cross-functional teams to improve service delivery and enhance customer experience.
Technical Support Representative
Concentrix Philippines - (2021 - 2022)
● Answer phone calls and provide support to callers experiencing mobile phone problems of all kinds.
● Diagnose tech issues and walk customers through the steps needed to fix various problems. ● Keep logs of all calls answered and addressed, including dates and time
Customer Service Representative
TaskUs Philippines - (2020 - 2021)
● Handled inbound calls to assist customers with account concerns and disputes.
● Provided troubleshooting for app-related issues, escalating cases when necessary.
● Maintained detailed call logs and documentation for tracking and reporting.
Technical Support with Sales
Telus International Philippines - (2019 - 2020)
● Diagnosed and resolved technical issues related to email services.
● Delivered step-by-step solutions to clients, enhancing first-call resolution rates.
● Promoted and closed sales on applicable products and services.
● Consistently exceeded monthly performance metrics
