Philippines Experience
Technical Advisor
Assisted customers’ technical issues and handled concerns related to using Intuit Online Payroll
Program-ready Trainer
Trained two waves (20 people per wave) of new hire experts to be Technical Advisors supporting customers of Intuit Online Payroll for Fiscal Year 2021
Sends reports regarding trainees’ performance and improvement in classes
Conducted evaluations and certifications for experts before endorsing them for production
Technical Advisor
Assisted customers’ technical issues and handled concerns related to using Intuit Online Payroll
Senior Quality Evaluator
Evaluates and monitors calls and chat interactions of agents using Qualtrics form against Quality metrics
and guidelines; Completes 60 - 120 evaluations per month
Participates and facilitates calibration sessions weekly to gain alignment on each item on the form
Facilitates Experience Review sessions and meetings to discuss agents’ performance, gather insights, and
build action plans for agents’ and the Line of business/LOB’s improvement
Sends reports for attainment/completed evaluations from Quality and Operations
Builds reports to present agents’ scores and improvement per week based on raw data
Recruiter Administrative Virtual Assistant (Intern)
Completed three-month internship (April - July 2023)
Completed 10 - 20 Job Posts on Indeed (April - May 2023)
Onboarded approximately 20 to 30 applicants
Processed offboarding for terminated interns/employees
Built Standard Operating Process (SOP) for the company's Recruitment Process
Experience
Technical Advisor
Assisted customers’ technical issues and handled concerns related to using Intuit Online Payroll
Program-ready Trainer
Trained two waves (20 people per wave) of new hire experts to be Technical Advisors supporting customers of Intuit Online Payroll for Fiscal Year 2021
Sends reports regarding trainees’ performance and improvement in classes
Conducted evaluations and certifications for experts before endorsing them for production
Technical Advisor
Assisted customers’ technical issues and handled concerns related to using Intuit Online Payroll
Senior Quality Evaluator
Evaluates and monitors calls and chat interactions of agents using Qualtrics form against Quality metrics
and guidelines; Completes 60 - 120 evaluations per month
Participates and facilitates calibration sessions weekly to gain alignment on each item on the form
Facilitates Experience Review sessions and meetings to discuss agents’ performance, gather insights, and
build action plans for agents’ and the Line of business/LOB’s improvement
Sends reports for attainment/completed evaluations from Quality and Operations
Builds reports to present agents’ scores and improvement per week based on raw data
Recruiter Administrative Virtual Assistant (Intern)
Completed three-month internship (April - July 2023)
Completed 10 - 20 Job Posts on Indeed (April - May 2023)
Onboarded approximately 20 to 30 applicants
Processed offboarding for terminated interns/employees
Built Standard Operating Process (SOP) for the company's Recruitment Process
Education
Bachelor of Secondary Education
Major in Social Studies
Cum Laude
Participated in the Short-term Student Exchange Program at Yamagata University, Yamagata Japan (May 2019)
Education
Bachelor of Secondary Education
Major in Social Studies
Cum Laude
Participated in the Short-term Student Exchange Program at Yamagata University, Yamagata Japan (May 2019)
