Anne Sharlynne C.

I’ve been working in the Customer Service and Quality Assurance industry since 2005, beginning my career in the BPO sector before transitioning to remote and online work in 2013. Over the years, I’ve gained extensive experience in customer support, technical support, quality assurance, operations support, process improvement, and customer experience management. For more than 10 years, I worked with Upwork in various customer experience and QA-related roles, including my most recent position as a QA Services Sr. Consultant / Customer Experience Specialist. In this role, I supported daily QA operations, evaluated customer and chatbot interactions, identified process improvement opportunities, conducted root cause analyses, and collaborated with leadership teams to maintain high-quality service standards and operational efficiency. My experience includes: • Quality Assurance and Customer Experience Evaluation • Root Cause Analysis (RCA) and Quality Deep Dives • Process Improvement and Workflow Optimization • Agent Coaching, Feedback, and Training Recommendations • Customer Support via Phone, Chat, and Email • Technical Support for DSL and Cable Internet Services • Inside Sales and Switchboard Support for Dell • Chatbot Interaction Analysis and Self-Service Improvement • Cross-functional Collaboration and QA Operations Support • Documentation and Quality Improvement Projects I am experienced in using: • Zendesk • Maestro QA • Google Workspace • CRM and customer support platforms Key strengths: • Excellent written and verbal English communication • Strong analytical and research skills • Detail-oriented and quality-focused • Able to work independently or as part of a team • Comfortable working flexible and shifting schedules • Experienced in delivering clear instructions and process guidance through phone, chat, and email I take pride in being dependable, adaptable, and committed to delivering high-quality work while helping improve customer experience and operational performance.