Ayna

Freelance

Freelance • Freelance

Nov 2024 - Present • 2 yrs

❑ Successfully delivered high-impact support and strategic solutions across Quality Assurance, Google Workspace administration, executive support, and project management during 1+ year of freelancing engagements. ❑ Recognized for identifying operational gaps, improving workflows, and driving process improvements that enhance efficiency, quality, and stakeholder satisfaction. ❑ Highly skilled at translating complex technical and operational requirements into clear, actionable solutions for diverse, global stakeholders. ❑ Proven ability to manage multiple priorities, support executives, and lead projects from planning through execution while maintaining a strong focus on outcomes and accountability. ❑ Continuously up-to-date with evolving digital tools, productivity platforms, and operational best practices to deliver scalable, future-ready solutions.

Senior Analyst

Accenture • Full-time

Jul 2024 - Sep 2024 • 2 mos

❑ Successfully resolved over 2,500 customer cases across chat, email, and phone, delivering exceptional support for Google Cloud Platform (GCP) users. ❑ Specialized in troubleshooting and resolving security-related issues, ensuring compliance with industry standards and best practices. ❑ Expert at identifying, analyzing, and solving complex technical problems while maintaining a focus on customer satisfaction and efficient workflows. Skilled in translating technical concepts into clear, actionable solutions for a global customer base. ❑ Proven ability to work under pressure, prioritize tasks, and exceed performance metrics in a fast-paced environment. ❑ Dedicated to continuous learning and staying updated on the latest cloud and cybersecurity advancements.

Quality Analyst

Telus International Philippines • Full-time

Oct 2021 - Jan 2024 • 2 yrs 3 mos

❑ Partnered with team members through side-by-side, remote, and recorded call analyses, providing real-time coaching and feedback to drive continuous performance improvement and build a high-performing team. ❑ Collaborated with Leaders and Clients through call scoring, calibrations, and reviews to ensure consistent, client-aligned rep performance, driving continuous improvement. ❑ Unraveled insights from reports, delivering vital data and studies to empower clients and managers for informed decisions. ❑ Championed improvement, researching and building a groundbreaking solution to elevate process and quality standards. ❑ Provided expert support to both Generalist and Specialist agents tackling account security, customer service and tech challenges, keeping them one step ahead. ❑ Championed data-driven quality initiatives, fostering collaboration with TSEs and Quality Leads across different sites, leading to measurable success ❑ Elevated Project Athena’s success (A non-performing group of associates who needs more focus in meeting the Quality and CES) achieving 100% success rate for my team. I fostered a culture of growth, resulting in skilled and high-achieving team members. ❑ Most requested QA, lauded by clients & operations for stellar performance & impactful contributions.