Description
My name is Glenn M. Brigoli, and I bring ten years of specialized experience in quality analysis, with a strong focus on customer service and quality assurance. My journey began with Telstra International Philippines and continued with Cognizant Technology Solutions, where I developed hands-on expertise in monitoring, analyzing, and refining customer service processes. In these roles, I have been responsible for overseeing Contact Center transactions in real-time across various channels such as calls, emails, chats, and text messaging. By ensuring strict adherence to company policies and the highest service standards, I have effectively contributed to customer satisfaction and organizational goals. My dedication to quality assurance enables me to uphold industry standards and deliver consistent, reliable results.
A key part of my role has been providing detailed, data-driven reports on contact quality to management. These reports, generated on an hourly, daily, and weekly basis, offer insights into both team and individual performance, supporting strategic decisions that enhance service quality. My regular monitoring of Customer Service Representatives ensures that the team’s performance consistently meets or exceeds company expectations. Furthermore, my experience has strengthened my understanding of customer needs and agent capabilities, enabling me to implement quality control processes that align with organizational objectives. My focus on accuracy and attention to detail has been essential in driving continuous improvement across all service interactions.
In addition to quality assurance, I have had the privilege of leading calibration sessions to promote alignment with quality standards. Through collaboration with clients and team leaders, I foster an environment that supports constructive discussions around quality guidelines and expectations. My analysis of quality monitoring results allows me to identify trends and patterns within the business, which I use to make data-informed recommendations that boost customer satisfaction and operational efficiency. These initiatives demonstrate my methodical approach to enhancing quality and compliance while contributing valuable insights to the team. My role as a content writer and sales coach further enhances my ability to communicate effectively and guide team members towards achieving their targets.
I am confident that my experience, skills, and passion for quality assurance make me a strong fit for this role. As a content writer, I bring additional value through my ability to produce clear and engaging documentation, training materials, and reports that support quality improvement initiatives. My experience as a sales coach allows me to mentor and motivate team members, helping them excel in customer service and sales goals. I am excited about the opportunity to contribute to your team with my dedication to quality, customer-centric mindset, and collaborative approach. Thank you for considering my proposal; I look forward to bringing my expertise to a dynamic organization that values quality and continuous improvement.