Cass Guevara Email & Phone Number

Metro Manila, Philippines

Philippines

- QA testing games on various platforms (PC and mobile).- Playtest games to evaluate user experience and user interface, and to identify and reproduce bugs and glitches.- Writing test reports .- Recording and editing videos of gameplay testing.- Working with various international game developers.

Philippines

Accomplishments:- 100% QA scores all throughout - 100% CSAT scores all throughout - Received commendations from client and customersRoles and Responsibilities:- Answered healthcare providers' queries about Eligibility and Benefits of patients and Claims of service providers for a US Health Care Account.- Assisted in the training of new hires during nesting period as temporary SME (or "floor support").- POC (person of contact) when supervisor is on leave or at a meeting.- Handled escalation calls as a POC.- Cascaded workflow and product information updates and team stats updates to team mates as POC.- Audited call recordings for checking quality errors and points of improvements of team mates for coaching.- Trained on how to check on the system how to look up AHT, length of calls, aux uses, etc.- Worked on and closed a bulk of accumulated escalated cases.- Wrote the content explanation on how to handle critical escalated cases that were sent for processing to the back office and emailed to the client’s side.