EA
Eden Aisha Mirador-Gulferica
Senior Quality Analyst · Remote Customer Service Specialist · Operations Support
Open to Remote Work
Open to Freelance
Philippines — Flexible Timezone
9+ Years Experience
About Me
Quality-focused Senior Analyst with 9+ years of experience in customer service, technical support, and quality assurance within the financial services and BPO industry. I audit calls, build scorecards, coach agents, and present performance reports to leadership — all while keeping the client experience at the centre of everything I do. I have maintained a 98–99% audit accuracy rate and helped drive a 40% reduction in processing errors through calibration, root-cause coaching, and scorecard development. Available for remote full-time or freelance roles — I work independently and don't need to be micromanaged.
By the Numbers
98–99%
Audit accuracy rate
40%
Reduction in processing errors
207
Avg. cases audited per agent
What I Offer
Customer Service & Support
VIP client handling, complex transactions, escalation resolution, and multichannel support.
Quality Assurance
Call and ticket audits, scorecards, calibration sessions, SLA tracking, and root-cause coaching.
Technical Support
Client portal support, UAT/beta testing, troubleshooting, and IT QA collaboration.
Team Mentoring & Coaching
New hire onboarding, virtual coaching sessions, performance feedback, and team development.
Reporting & Dashboards
Weekly stakeholder reports, KPI tracking, performance trend analysis, and Excel dashboards.
SOP & Process Documentation
Standard Operating Procedures, knowledge base articles, and workflow documentation.
Experience
Sun Life Global Solutions / Sun Life Canada of Philippines Inc.
- Audit outbound calls and manual registration tickets for a team of 9–15 staff, applying risk-based sampling across an average of 207 cases per agent
- Maintain a 98–99% quality accuracy rate and helped drive a 40% reduction in processing errors through scorecard development, calibration sessions, and root-cause coaching
- Identify process improvement opportunities, collaborating closely with the Process Architect and Transformation Manager
- Present weekly quality reports to stakeholders, highlighting performance trends and improvement opportunities
- Use Salesforce and Verint to review calls, transactions, and case records for quality and compliance monitoring
Sun Life Global Solutions / Sun Life Canada of Philippines Inc.
- Handled VIP and special accounts including withdrawals, retirement income fund plans, and complex client inquiries
- Recognized as RnR Awardee, GEM Awardee (2023), and Client Experience Gala Awardee (2024)
- Mentored new hires during onboarding, coaching them on Qualtrics (Customer Survey) and S2S (Service to Solution) performance
- Conducted random call monitoring using Avaya softphone and Verint call recordings to coach agents and identify quality improvements
- Served as Point of Contact in the Manager's absence, overseeing daily team deliverables independently
- Part of the first CTS batch for CPMA DTM Beta Testing — collaborated with IT QA teams during UAT
QBE GSSC – Philippines
- Lodged claims and conducted full investigations to ensure accurate, timely processing under compliance guidelines
- Managed high-volume inquiries independently during after-hours operations with strict TAT targets
Tools & Platforms
Salesforce
Zendesk
Verint
Avaya Softphone
Qualtrics
SQL
Ingenium
MF Taps
WMS
FIS
Microsoft Excel
Google Workspace
Zoom
MS Teams
Outlook
UAT / Beta Testing
SLA & TAT Tracking
Async Communication
Awards & Recognition
Rewards & Recognition (RnR) Awardee — Sun Life (2023)
Go Extra Mile (GEM) Awardee — Sun Life (2023)
Client Experience Gala Award — Sun Life (2024)
Education
Calayan Educational Foundation Inc., Lucena City
Let's work together
Available for remote customer service, QA, operations, and technical support roles.
Fast response · Philippines timezone · Flexible for US or AU hours
Get in touch →