VANESSA CRISTINA HELINA
Summary
Experienced professional with 18 years of expertise in quality assurance, project management, customer service, sales, and finance. Holds a Commerce degree in Banking & Finance. Proven track record in delivering exceptional results across diverse roles, including customer service, administrative support, account management, and technical support. Adept at driving process improvements and contributing to organizational growth. Currently seeking new opportunities to apply skills and experience to foster company success. In-depth Quality Assurance Specialist with success in prioritization and multitasking. Exceptional communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures.
Overview
19
19
years of professional experience
Work History
Global Quality Assurance Specialist -SME
Tiktok Singapore
10.2022 - Current
- Subject Matter Expert for TikTok Live Traffic and Ecosystem at TikTok Singapore)
- Project Supervision: Oversee task completion for CQAs, covering Q&A, calibration, sampling, and ROCK responsibilities. Propose process enhancements, update SOPs, and optimize data handling and quality checks across projects. Mainly leads the simulation process and analysis to ensure project decision assurance.
- Overseeing and providing support to Content Quality Specialists: A group of 15-20 Content Quality Specialists while addressing CQA inquiries weekly, with a focus on clarity and policy alignment. Oversee quality checks, reports, and provide expert input on suspected cases and trends. Conduct sampling and appeal reviews, and align findings with CQAs, producing reports by month-end.
- Content Committee Participation: Discuss and align on grey cases to maintain consistent policy application and update documentation.
- Served as the Lead Trainer for the organization, responsible for designing training programs and workflows, monitoring performance metrics, and enhancing the quality of work for both newly onboarded Content Quality Specialists and all other new employees across the organization. Not limited to managing policy updates, training programs, refresher courses, and cross-training to ensure readiness and compliance.
- Leveraging my native and cultural knowledge, I consistently support the analysis of trends in the Philippine market.
Technical Product Specialist
Tiktok Singapore
10.2021 - 11.2022
- Company Overview: Technical Product Specialist (Vertical Solution & Measurement Signal Attribution)
- Build product expertise to investigate, triage and resolve issues with TikTok advertising solutions
- Define processes to support sales teams in complex investigations to improve advertiser experience on the platform
- Manage end to end Implementation of TikTok technical products for advertisers with a minimum daily ticket of 100.
- Monitor and analyze advertiser reports for feedback, bug-related trends and product quality
- Partner with Product Marketing, Product Management, Solution Engineering, Sales and additional teams to improve product quality and resources that help scale support & operations workflows
- Manage technical support documents (including help-centre and knowledge hub)
- Technical Product Specialist (Vertical Solution & Measurement Signal Attribution)
Global Product Analyst
Facebook - Accenture Singapore
08.2020 - 10.2021
- Company Overview: Global Product Analyst
- Investigate and prioritize advertising issue with (Ecommerce products) escalating to a specialist when appropriate for further troubleshooting
- Owning and owning ticket and task until assigned to specialist
- Conducts Product Training for the team's new hire members as well as new-hires for upcoming global site
- Responsible for the quality of the Team's Accuracy score by investigating, analyzing, and ensuring that the generated deep dive accuracy scores are correct as well as communicating feedback to the analyst that can help them improve their performance
- Acts as a Team POC
- Coordinates with Team Leader, providing the suggestion, feedback and presents development ideas that can apply for the improvement of the Team's performance
- Discern product confusion from bugs, identify solutions, and advise the sales team advertisers to accomplish the advertisers desired outcome
- Effectively and concisely communicate resolution, technical resolution, workarounds, or product confusion to the sales team
- Partner with product support group specialists to identify solutions to advertising bugs and product confusion
- Facilitate a high-end customer experience related to support for advertising bugs
- Global Product Analyst
Business Product Analyst
Facebook - Accenture Singapore
08.2019 - 08.2020
- Company Overview: Business Product Analyst
- Investigate and prioritize advertising issues, escalating to a specialist when appropriate for further troubleshooting with a minimum of 100 cases daily.
- Owning and owning ticket and task until assigned to specialist
- Discern product confusion from bugs, identify solutions, and advise the sales team advertisers to accomplish the advertisers desired outcome
- Effectively and concisely communicate resolution, technical resolution, workarounds, or product confusion to the sales team
- Partner with product support group specialists to identify solutions to advertising bugs and product confusion
- Facilitate a high-end customer experience related to support for advertising bugs
- Mentor team members and own product support areas.
- Act as the main trainer for E-commerce Team which is not limited to creating training programs and materials that can be used not just by the LOB but the entire organization.
Developer Operations Analyst
Facebook - Xpand Group
06.2018 - 01.2019
- Company Overview: Developer Operations Analyst
- Ensure that Facebook platform policies and 3rd party application review criteria are met in reviewing developers submitted apps
- Communicate with 3rd party developers about their review results and provide 1:1 ticketed support
- Work with internal reviewers to accurately assess quality metrics for internal processes
- Identify trends to drive scalable solutions in internal quality and external support
- Provide direct support to regional developers in the Asia Pacific Region
- Developer Operations Analyst
Senior Customer Service Executive
Zimplistic Inventions Ptd. Ltd.
09.2016 - 02.2017
- Company Overview: Senior Customer Service Executive
- Answer calls professionally to provide information about products and services, take/cancel orders, or obtain details of complaints
- Answer customer complaints /queries using Zendesk and Zopim
- Perform troubleshooting activities from remote as per agent help center direction to resolve customer queries
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
- Process orders, customer issue tracking forms and applications for different service level (L2/L3) actions
- Follow up to ensure that appropriate actions were taken on customers' requests
- Report unresolved customer grievances or special requests and assign action owner for further investigation through team lead or manager
- Collect feedback during live user tests and product demos
- Senior Customer Service Executive
Part time Customer Service Representative
Teleperformance Singapore
05.2016 - 09.2016
- Company Overview: Part time Customer Service Representative
- Determines requirements by working with customers
- Answers inquiries by clarifying desired information; researching, locating, and providing information
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
- Fulfils requests by clarifying desired information; completing transactions; forwarding requests
- Maintains call center database by entering information and usage of tools such as Salesforce
- Updates job knowledge by participating in educational opportunities
- Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
- Part time Customer Service Representative
Service Express Agent
WESTIN HOTEL SINGAPORE
06.2015 - 02.2016
- Company Overview: Service Express Agent
- Assist in house and city guest with all request and enquiries over the phone
- Knows all safety and emergency procedures, and fully aware of accident prevention policies
- Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms
- Possesses a working knowledge of the reservations department
- Takes same day reservations and future reservations when necessary
- Knows cancellation procedures
- Service Express Agent
Sales Supervisor
VALIRAM PTE. LTD
06.2014 - 11.2014
- Company Overview: Sales Supervisor
- Monitoring floor operation and staff's real time sales and performance which includes planning and setting up marketing strategies in the store in order to achieve sales plan set by the management
- Sales Supervisor
Customer Service Manager
MDR Limited Service/SAMSUNG
05.2012 - 04.2014
- Company Overview: Customer Service Manager
- Act as Floor Manager which is responsible in managing the whole operation, such as real time monitoring the customers' waiting time and staffs' performances
- Answering general and technical inquiries of all walk-in customers
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Prepares product or service reports by collecting and analyzing customer information and contributes to team effort by accomplishing related results
- Customer Service Manager
Senior Customer Service Associate
Convergys Call Centre San Lazaro, Philippines
02.2011 - 01.2012
- Company Overview: Senior Customer Service Associate
- Serves as SME (Subject Matter Expert) by request for newly hired employees
- Respond to incoming calls about Dental Health Insurance inquiries from Dentists, Dental Assistants and Dental Providers about their Patient's Dental Insurance Coverage, Patient Eligibility, Denial of Insurance Claims and Accredited Hospitals
- Process manual overrides of Rejected Insurance Claims
- Fax request to the 'Dennison Appeals Department' for reprocessing of Dental Health Insurance Claims
- Make follow-up calls to Dentists, Dental Assistants and Dental Providers about their patients Insurance Claims status
- Senior Customer Service Associate
Floor Leader Intern
Convergys Call Centre San Lazaro, Philippines
09.2010 - 02.2011
- Company Overview: Floor Leader Intern
- Monitor Production through CMS (Call Management System) on Agent Staffing and Schedule Adherence such as Service Level, ACW, Break, Lunch, Abandoned Calls
- Agent Skilling, transferring an agent to the right call queue
- Making sure the agent is receiving calls from the right LOB (Line of Business)
- Assist agents regarding their schedules inquiries such as Leave Approval, Schedule Swap
- Provide assistance on system issues by tracking number affected agents, report to 3rd party Helpdesk and submit trouble ticket
- Send LOB Tracker report at the start and end of the shift
- Attend Avaya Conference Calls to keep updated of issues and LOB progress
- Floor Leader Intern
Customer Service Associate
Convergys Call Centre San Lazaro, Philippines
09.2009 - 09.2010
- Company Overview: Customer Service Associate
- Respond to incoming calls about Health Insurance inquiries from Pharmacists and Healthcare Providers about their Patient's Medical Insurance Coverage, Patient Eligibility, Denial of Insurance Claims and Accredited Hospitals & Pharmacies
- Process manual overrides of Rejected Insurance Claims
- Escalate urgent Insurance claims to the Pharmacist Service Centre for faster processing of claims
- Fax request to the 'Dennison Appeals Department' for reprocessing of Health Insurance Claims
- Make follow-up calls to Pharmacist and Healthcare Providers about their patients Insurance Claims status
- Customer Service Associate
Verizon Inbound Sales Representative
NCO Call Centre Quezon City, Philippines
05.2007 - 10.2008
- Company Overview: Verizon Inbound Sales Representative
- Receive Inbound Sales Calls from United States customer for High-speed Internet Service, Home-phone and Direct TV Bundle
- Answer inquiries about Verizon products and services like the benefits and savings in availing High-Speed Internet Service
- Meet the KPI requirements in processing sales recap, order entry, service request and maintenance tickets
- Attend update trainings to best serve and market the latest products and services to the customers
- Accept Credit Card & Debit Card Online Payments
- Upsell Direct TV Bundle Services to existing customers
- Verizon Inbound Sales Representative
Vonage VOIP Outbound Sales Agent
NCO Call Centre Quezon City, Philippines
05.2006 - 05.2007
- Company Overview: Vonage VOIP Outbound Sales Agent
- Make outbound sales calls for Vonage Portable VOIP devices to United States, Canada and United Kingdom prospective customers
- Promote Vonage Portable VOIP (Voice Over Internet Protocol) devices features like 411 Calling, Call Forwarding, Caller ID, Voicemail, 3-Way Calling and Call Return etc
- Fulfilled telephone number change requests and relocations
- Read Terms & Conditions and Contract
- Accept Credit Card & Debit Card Online Payments
- Customer walks through in installing the portable device
- Upsell other Vonage products to existing customers like additional lines
- Vonage VOIP Outbound Sales Agent
Education
Bachelor of Science - Commerce, Major in Banking & Finance
Centro Escolar University
Manila Philippines03.2005
Skills
- Avaya CMS Agent Skilling
- Computer Literate
- MS Word
- MS Excel
- MS Outlook
- Powerpoint
- Zendesk
- Salesforce
- Zopim
- SQL
Languages
English
Advanced (C1)
Filipino
Bilingual or Proficient (C2)
Timeline
Global Quality Assurance Specialist -SME
Tiktok Singapore
10.2022 - Current
Technical Product Specialist
Tiktok Singapore
10.2021 - 11.2022
Global Product Analyst
Facebook - Accenture Singapore
08.2020 - 10.2021
Business Product Analyst
Facebook - Accenture Singapore
08.2019 - 08.2020
Developer Operations Analyst
Facebook - Xpand Group
06.2018 - 01.2019
Senior Customer Service Executive
Zimplistic Inventions Ptd. Ltd.
09.2016 - 02.2017
Part time Customer Service Representative
Teleperformance Singapore
05.2016 - 09.2016
Service Express Agent
WESTIN HOTEL SINGAPORE
06.2015 - 02.2016
Sales Supervisor
VALIRAM PTE. LTD
06.2014 - 11.2014
Customer Service Manager
MDR Limited Service/SAMSUNG
05.2012 - 04.2014
Senior Customer Service Associate
Convergys Call Centre San Lazaro, Philippines
02.2011 - 01.2012
Floor Leader Intern
Convergys Call Centre San Lazaro, Philippines
09.2010 - 02.2011
Customer Service Associate
Convergys Call Centre San Lazaro, Philippines
09.2009 - 09.2010
Verizon Inbound Sales Representative
NCO Call Centre Quezon City, Philippines
05.2007 - 10.2008
Vonage VOIP Outbound Sales Agent
NCO Call Centre Quezon City, Philippines
05.2006 - 05.2007
Bachelor of Science - Commerce, Major in Banking & Finance
Centro Escolar University
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