Arianne Yambao Sarmiento

With over 8 years of experience in quality assurance and total of 13 years in customer service, I am passionate about ensuring the highest standards of customer satisfaction and loyalty for UPS. I have extensive knowledge and skills in using Salesforce, Avaya, and Verint Workforce Management to monitor, analyze, and improve the quality of calls and emails handled by customer service representatives CCRs.

As a quality assurance specialist, I listen to calls either recorded live or side by side while providing constructive feedback and coaching to CCRs. I identify calls that fail to meet predefined standards and pinpoint the problem areas. I also design action plans and conduct call calibration to align CCRs with the best practices and expectations of UPS. I have consistently met and exceeded KPIs such as handling time, accuracy, and customer satisfaction ratings. I take pride in my work ethic and positive attitude, and I strive to make every interaction easy and pleasant.