Shirley Frias

With over 17 years of experience in call center operations, I have built a solid foundation in customer service, sales, and quality assurance. I started my career as a sales representative, where I developed strong skills in client satisfaction and new business development. Over time, I transitioned into roles as a customer service agent and eventually as a quality assurance specialist.

My expertise lies in conducting in-depth evaluations of voice, email, and chat interactions to identify areas for improvement. I take pride in collaborating with teams to create customized coaching and training programs, which have consistently led to improved performance and enhanced customer satisfaction. I am passionate about delivering high-quality service and always looking for opportunities to learn, grow, and bring added value to any team I work with.

As a Quality Assurance Specialist at Teleperformance Philippines. I conducted thorough evaluations of voice, email, and chat interactions, identifying areas for improvement and developing targeted coaching programs. My expertise extends to analyzing call center performance data and providing actionable recommendations for operational improvements. Additionally, I have excelled in roles in different accounts within the company, including doing background checks for new applicants and providing customer service in the food and e-commerce industry.  I consistently ensured service accuracy, process optimization, and customer satisfaction. Throughout my career, I have demonstrated a strong ability to drive performance improvements and deliver exceptional customer experiences.

I hold a Bachelor of Science in Hotel and Restaurant Management from the College of the Holy Spirit (1995-1999). During my time there, I actively participated in leadership roles, serving as the Assistant Secretary of GOHRMANDS, the Group of Hotel and Restaurant Management and Nutrition and Dietetics Students, where I developed strong organizational and teamwork skills.