I studied Tourism and Travel Services Management at La Consolacion College - Novaliches, where I learned the fundamentals of customer service, communication, and hospitality. I currently work as an Associate Manager for Quality Framework at HCLTech, where I manage Level 1 and 2 service desk interactions across various channels and conduct root-cause and deep-dive analyses for escalated issues and negative survey results.In my role, I use my quality metrics, problem-solving, and presentation skills to produce QA reports and share insights through a comprehensive dashboard. I also deliver research outcomes during regular weekly and monthly business reviews with international clients and stakeholders, demonstrating my ability to communicate effectively and professionally. I am passionate about driving quality excellence and customer satisfaction, and I enjoy working with a diverse and collaborative team that supports and empowers each other. I am always eager to learn new skills and technologies that can enhance my performance and contribute to the organization's goals.