Miguel Carlo E.

Experienced Customer Support and Quality Analyst

Hi! I'm Miguel Enriquez – a results-driven Customer Service and Quality Analyst with 10+ years in customer support and 7+ years in quality management. I specialize in customer service, improving customer experiences, identifying performance trends, and driving process improvements across multi-channel environments. What I Bring to the Table: Customer Service Expertise With hands-on experience in frontline support and team leadership, I’ve handled and managed customer interactions across voice, email, chat, SMS, and social media—always aiming for empathy, accuracy, and consistency. Quality Management & Analysis I’ve led QA efforts to maintain high service standards, identify gaps, and drive actionable improvements. I use tools like Scorebuddy, Evaluagent, and CRMs such as Salesforce and Gladly to turn data into results. Team Leadership & Collaboration I’ve led QA teams, hosted calibrations, and worked closely with operations, training, and leadership to embed quality into the team culture. Agent Development & Training With experience as a trainer and SME, I’ve supported agent growth through coaching, upskilling, and real-time feedback—helping them perform at their best. Process Optimization I’ve contributed to strategic projects that streamline workflows and enhance service efficiency, including QA process redesigns and tech transitions. Tools I Use: CRMs: Salesforce, Gladly, Seller & Buyer Central, IBM, Shopify, Zendesk, Emplifi QA Tools: Scorebuddy, Evaluagent Other Skills: Coaching documentation, calibration facilitation, trend analysis, Excel dashboards Why Me? I’m passionate about service quality and committed to creating exceptional experiences—for customers, agents, and teams alike. I blend strategic insight with day-to-day execution to deliver real impact.