Kim Dacaymat Email & Phone Number

Valenzuela, Ncr, Ph

Valenzuela, Ncr, Ph

Delivers ad-hoc analysis and project inputs within project timelines. Separates and combines activities into an efficient workflow. Identifies and creates the processes necessary to get work done. Implements ways to improve processes through quick wins or short-term process improvement initiatives. Handles cross-functional QA reporting tasks and analysis. Owns the action planning for agent development, tooling, and process improvement based on QA insights. Uses an effective mix of visuals and… Show more Delivers ad-hoc analysis and project inputs within project timelines. Separates and combines activities into an efficient workflow. Identifies and creates the processes necessary to get work done. Implements ways to improve processes through quick wins or short-term process improvement initiatives. Handles cross-functional QA reporting tasks and analysis. Owns the action planning for agent development, tooling, and process improvement based on QA insights. Uses an effective mix of visuals and data storytelling techniques to articulate findings and supporting logic within a coherent narrative for a specific business problem. Acquires data from multiple and diverse sources when solving problems. Uncovers root causes to difficult problems using transaction monitoring data. Engenders trust and maintains effective cross-functional relationships that facilitate program goals and customer advocacy. Completes a required number of assigned audits every week with no direct supervision, assistance, and guidance. Conducts audit-the-auditor when assigned. Sends out quality reports. Works with a vendor(s)/internal team to ensure timely and accurate completion of audits. Acts as a subject matter expert for quality and as the final arbiter on quality scoring and calibration. Seeks diverse perspectives of QA team members and leadership to come up with sound decisions. Provides timely and helpful information to others across the organization. Manages upward. Shares feedback openly and effectively using the SBI model. Is effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels. Able to influence operations stakeholders to promote improvements to customer experience, quality, and workflows. Show less

Partners with one or more operations team to perform quality audits, analysis, and reporting. Assesses and proactively recommends new tools, technologies, and workflow processes based on evolving department strategy and operational needs. Takes part in short-term (ad-hoc and up to quarterly) QA projects. Collaborates with cross-functional stakeholders and teams to complete project milestones.

Experienced support agent who provides premier service and support to Thumbtack pros who are of the highest value to the organization while consistently exceeding KPI metrics. Able to effectively influence a pro's revenue activity and commitment to Thumbtack products. Effectively able to spot and solve Pro/Customer concerns and problems before they arise. Consistently able to handle Customer/Pro concerns within the established QA guidelines and handle times. Consistently delivers a FCR (first… Show more Experienced support agent who provides premier service and support to Thumbtack pros who are of the highest value to the organization while consistently exceeding KPI metrics. Able to effectively influence a pro's revenue activity and commitment to Thumbtack products. Effectively able to spot and solve Pro/Customer concerns and problems before they arise. Consistently able to handle Customer/Pro concerns within the established QA guidelines and handle times. Consistently delivers a FCR (first call resolution) to users concerns and issues. Manages complex and fast-paced workload and consistently delivers fast & effective answers to TT Knowledge related questions in Slack interactions. Thoroughly plans and prioritizes work to align with team and department goals with minimal assistance from manager. Delivers timely results on projects with a level of autonomy and ownership. Understands and appropriately uses resources that are available to resolve Pro/Customer questions and address needs that drive NPS. Is able to effectively determine how to best apply resources to accurately assist users' needs. Is able to efficiently manage Support Operations complex workload and use platforms. Questions processes and looks for ways to help the team improve. Submits quality and actionable feedback to help improve the product for our pros and customers. Has active investment in improving current resources, partnerships, and information. Show less

Handle inbound requests through users' different channels (chat, SMS, and email). Navigate the challenges of account changes, profile updates, billing inquiries, website and app assistance, and retention while ensuring a high-quality, high-quality, low-effort experience for the user.

Makati, National Capital Region, Philippines

Quezon City, National Capital Region, Philippines

Collections [B2C], Banking under Operations

Quezon City, National Capital Region, Philippines

Collections [B2C], Banking under Operations