M

Ma Luningning Alyssa Galicia

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MA LUNINGNING ALYSSA GALICIA
United States
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Résumé

Jobs verified_user 0% verified
  • Compass Experience Labs
    Team Supervisor
    Compass Experience Labs
    Nov 2024 - Apr 2025 (6 months)
    Supported chat, email, and phone operations for customer care.Conducted QA audits improving service consistency by 20%.Helped onboard new agents and resolve technical and process-related inquiries.
  • IGT Solutions
    Team Supervisor
    IGT Solutions
    Nov 2021 - Mar 2024 (2 years 5 months)
    Managed airline reservations support team across phone and emailMaintained CSAT above 90% through targeted coaching and issue resolution..Improved QA scores by 15% using structured chat flow, evaluation and feedback.
  • Everise
    Technical Support
    Everise
    Dec 2020 - Mar 2021 (4 months)
    Provided chat support for orders, deliveries, account access, and device issues.Assisted new hires with troubleshooting processes and tool navigation.
  • Teletech
    Technical Support
    Teletech
    Sep 2018 - Jan 2020 (1 year 5 months)
    Managed hybrid support team across chat and email channels.Handled escalated tech issues for Windows/Mac devices and peripherals including gaming devicesReduced repeat contacts through detailed root cause tracking.
  • A
    Chat Support Care / QA Apprentice
    Afni Philippines
    Mar 2017 - Feb 2018 (1 year)
    Supported postpaid customers via chat and email.Conducted trainings and coaching sessions based on QA guidelines.
  • Teleperformance
    Client Retention Specialist
    Teleperformance
    Nov 2016 - Feb 2017 (4 months)
  • S
    Client Care Advisor
    Serco Global
    Oct 2014 - Mar 2015 (6 months)
  • Sutherland
    Trust and Safety Escalations
    Sutherland
    Jul 2013 - Jun 2014 (1 year)
  • ePerformax
    Customer Service Representative / POC
    ePerformax
    Jun 2012 - Jul 2013 (1 year 2 months)
Education verified_user 0% verified
  • E
    EF SET English Certification
    C2 (Proficient)
  • Q
    Bachelor of Science in Information Technology
    Quezon City Polytechnic University
    Jun 2010 - Jul 2012 (2 years 2 months)
Awards verified_user 0% verified
  • L
    Leadership Excellence