Senior QA & Remote Customer Support Specialist

Hi, I'm Eden
Aisha Mirador.

9+ years building quality systems and delivering exceptional non-voice service — from financial services BPO to global remote teams.

Get in touch LinkedIn
9+
Years in BPO & Finance
90%+
CSAT Score maintained
30%
Reporting time reduced
C2
English Proficiency
Client Experience Gala Award 2024 · GEM Awardee 2023–24
80+
Complex tickets handled weekly
30+
Quality audits per month
3×
Rewards & Recognition (2022–24)
0
Compliance violations in 5 years

Core Competencies

What I bring to your team

Non-Voice Support
Email Management Live Chat Support Ticket Handling Helpdesk Operations CRM Updates
Quality & Compliance
QA Scorecards Calibration Sessions Root Cause Analysis Compliance Review SOP Development
Reporting & Analytics
KPI Tracking Automated Dashboards SLA & TAT Monitoring CSAT Reporting Stakeholder Reports
Remote Collaboration
Async Communication Zoom / MS Teams Cross-team Coordination Distributed Workflows
🍁

Canadian Retirement Plan Specialist

5+ years handling RRSP, DPSP, and DCPP inquiries for Sun Life Canada clients — including transfers, withdrawals, plan maintenance, and retirement income fund plans with zero compliance violations. A rare niche skill very few remote specialists hold.

Tools & Platforms

Zendesk Intercom Salesforce Gorgias HelpScout Qualtrics Slack Google Workspace MS Teams / Zoom SQL UAT / Beta Testing Knowledge Base Management

Work History

Professional experience

Sr. Analyst II – Quality
April 2025 – Present
Sun Life Global Solutions / Sun Life Canada of Philippines Inc. · Remote
  • Designed and launched automated KPI dashboards that cut manual reporting time by ~30%, freeing hours weekly for the team.
  • Overhauled the QA scorecard framework — standardizing evaluation criteria and reducing scoring inconsistency across calibration sessions.
  • Identified recurring ticket patterns that led to multiple process improvements implemented across the service center.
  • Facilitated weekly remote calibration sessions — aligning agent performance to quality targets and reducing escalation rates.
  • Developed SOPs and knowledge base articles that improved first-contact resolution consistency across distributed teams.
  • Coordinated quality reporting across geographically distributed teams via Zoom, MS Teams, and Slack in a fully async environment.
Sr. Client Care Representative II – Non-Voice Technical Support & QA
March 2020 – April 2025
Sun Life Global Solutions / Sun Life Canada of Philippines Inc. · Remote
  • Owned a high-volume non-voice support queue handling 80+ complex transactions weekly — maintaining 90%+ CSAT throughout.
  • Specialized in Canadian retirement plan inquiries — RRSP, DPSP, and DCPP — with zero compliance violations over 5 years.
  • Deputized as team POC during managerial absences — independently overseeing daily deliverables and ensuring 100% SLA adherence.
  • Coached and onboarded new hires via virtual sessions — contributing to measurable improvements in team CSAT scores.
  • Executed 30+ random email and call audits monthly — identifying compliance risks and driving corrective actions.
  • Selected as pioneer batch for Beta/UAT Testing of Sun Life's new client portal and mobile app — documenting bugs and collaborating with IT QA partners pre-launch.
  • Rewards & Recognition Awardee (2022–2024) · GEM Awardee (2023–2024) · Client Experience Gala Award (2024).
Afterhours Claims Lodgement Officer – Non-Voice Operations
June 2017 – February 2020
QBE GSSC – Philippines · Remote-Compatible
  • Processed and investigated insurance claims end-to-end — maintaining 100% compliance with regulatory standards over 2.5 years.
  • Managed high-volume inquiry queues independently during after-hours operations — consistently achieving all TAT targets with minimal supervision.
  • Flagged and escalated high-risk claims that led to process reviews and team-wide improvements in documentation standards.

Why Remote Works for Me

Remote-ready, day one

🏆

Award-winning track record

3-time Rewards & Recognition Awardee, GEM Awardee, and Client Experience Gala Award 2024 — recognized for consistently exceeding standards remotely.

🌐

Async-native

Experienced in async reporting, virtual calibration, and cross-team coordination via Zoom, MS Teams, and cloud tools across distributed teams.

🎯

Zero-supervision delivery

Consistent record of meeting SLAs, KPIs, and compliance standards independently — including after-hours and solo POC coverage roles.

💬

C2 English proficiency

Advanced/Mastery level written English — non-voice communication is where I'm strongest. Your clients will never know I'm not local.

Education

Academic background

🎓
Bachelor of Science in Nursing
Calayan Educational Foundation Inc., Lucena City · 2007 – 2011

BSN background strengthens medical terminology familiarity and compliance-first mindset — directly transferable to quality assurance and process-driven remote work.

Let's Connect

Available for remote & freelance opportunities

Based in Makati City, Philippines · Available 6 PM–1 AM Manila time daily · Aligned with AU morning shifts and US day/evening hours.

Email eden.mgulferica@outlook.com Phone +63 929 825 8854 LinkedIn linkedin.com/in/edenmirador