Mary Cheska Quindara

Customer Service Representative and Data Operations Specialist

Message

Intro

Cainta, Philippines

Studied Information Technology at STI College - Global City

Joined April 7, 2025

Skills

Languages

English

Fluent

Tagalog

Native or Bilingual

About

I am a detail-oriented and results-driven professional with extensive experience in call center/BPO operations, specializing in servicing American clients across outbound sales, collections, customer service, and team leadership. My background at Unifin and TSD Global includes roles as a Real-Time Analyst, Workforce Analyst, and Outbound Sales & Collections Agent, as well as Team Supervisor, where I led and coached teams to meet and exceed performance targets while maintaining a customer-centric approach. I am highly proficient in Microsoft Excel, including advanced functions such as VLOOKUP, XLOOKUP, and Pivot Tables, which I use to analyze complex data and generate actionable insights. My leadership experience has strengthened my ability to train, mentor, and motivate teams, while my background in customer engagement has honed my communication, problem-solving, and conflict-resolution skills. Having worked remotely since 2021, I excel at handling tasks independently, maintaining accuracy, and collaborating with cross-functional teams to drive business success. I am passionate about using data and technology to streamline processes and improve productivity while ensuring exceptional customer experiences and fostering team growth.

Experience

Unifin International, Inc.

Jun 2021 – Mar 2025

Makati City, Philippines

Workforce Real-Time Analyst

• Monitor real-time agent activity to ensure optimal workforce utilization and SLA compliance. • Provide intraday reports to operations for performance assessment and improvement planning. • Analyze call volume trends to forecast staffing needs and recommend necessary adjustments.

TSD Global, Inc.

Aug 2018 – Jun 2021

Taguig City, Philippines

Workforce Analyst

• Conducted internal and external reporting to support strategic planning and performance optimization. • Assessed daily staffing levels, making data-driven recommendations for efficient resource allocation. • Provided real-time workforce insights to enhance overall operational efficiency.

TSD Global, Inc.

Jun 2016 – Aug 2018

Taguig City, Philippines

Team Supervisor

• Led and developed a team of outbound agents, ensuring KPIs were consistently met or exceeded. • Conducted regular performance evaluations, coaching, and training to enhance team productivity. • Managed escalations, implemented process improvements, and maintained quality assurance standards.

TSD Global, Inc.

Oct 2015 – Jun 2016

Taguig City, Philippines

Transition Coach

• Supported newly hired agents during the post-training phase to ensure seamless transition into operations. • Provided mentorship, monitored call performance, and delivered targeted feedback for improvement.

TSD Global, Inc.

Jan 2014 – Oct 2015

Taguig City, Philippines

Outbound Collections & Sales Representative

• Engaged customers via outbound calls to recover outstanding payments and offer promotional rates. • Consistently exceeded sales and collections targets, contributing to team success.

Education

STI College - Global City

Jun 2009 – May 2013

Bachelor of Science, Information Technology