Jhonel Baylosis Customer support and quality operations professional with over

Breach Support Representative (Phone)

GigCX Marketplace

Oct 2025 - Dec 2025 (3 months)

Selected as Tier 1 support for a time-sensitive cyber risk response project. Supported the project from launch to completion (October 21, 2025 - December 23, 2025). Handled inbound customer calls, providing clear and accurate information while managing sensitive concerns. Followed strict privacy and security guidelines when handling confidential consumer data. Maintained a calm, professional, and empathetic approach during high-volume and high-stress interactions.

Quality Analyst

TaskUs

May 2025 - Oct 2025 (6 months)

Conducted weekly quality audits to ensure alignment with client and company standards. Worked closely with stakeholders to review results and identify improvement opportunities. Prepared weekly and monthly performance reports to support operational decisions. Participated in calibration sessions to promote consistency and fair scoring.

Customer Service Representative (Phone)

TaskUs

Jul 2024 - May 2025 (11 months)

Managed 60+ inbound calls per day while meeting SLA, quality, and productivity targets. Consistently achieved 97%+ QA scores through accurate documentation and effective problem-solving. Managed 95% inbound and 5% outbound calls while meeting service level objectives. Assisted customers with payment questions, account issues, and basic technical concerns.

Quality Analyst Apprentice

TaskUs

Feb 2024 - Jul 2024 (6 months)

Reviewed and corrected invalid or non-compliant contact transfers. Supported reporting tasks and shared quality insights during team discussions.

Customer Service Representative (Chat)

TaskUs

Apr 2022 - Feb 2024 (1 year 11 months)

Handled customer account and payment concerns through chat while meeting efficiency targets. Maintained consistent QA scores of 98% or higher through policy-aligned responses.

Jhonel Baylosis

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