Albert Masuhay – Operations, Quality Assurance Analyst

Hi, I am Albert. I am pleased to share with you my profile.

My passion for marketing, sales, and leadership since grade school have helped me earn a degree in Accounting Technology and a Certificate in Bookkeeping. I was also a student leader back then. During summers, I worked as an office assistant, tutor, and sales representative to small entities and different individuals.

In 2015, I landed my first job in one of the largest BPOs in the Philippines. I started as an inbound Customer Service Representative/Travel Advisor in a US-based chain of travel agencies. Processing rebooking, cancellation, changes, reconfirm, billings, and other issues to customers’ Flights, Hotels, Activities, and Car Rental bookings were my expertise.

After 10 months, I got promoted as a Quality Assurance Analyst in the same account. My main tasks were to monitor, evaluate, and communicate regular and fatal error audits to higher management based on client-specific criteria, in support of Operations and Training. Our main tools were Outlook, Excel, and other company-developed software.

Then, another promotion came in and I became an Operations Supervisor. I have handled different teams with 15-18 agents. I did conduct regular performance management to improve challenged members of the team or bridge gaps, team accountability, and efficiency control. This is when I learned better time management, reporting and analysis, especially when individual performance is being evaluated weekly. The position was challenging but very rewarding at the same time — rewarding in such a way that through the highs and lows of an agent’s performance is a reflection of my supervision, the team was able to consistently hit the target month-over-month. I’m immensely grateful to have most of my agents promoted to the same position as mine while others got theirs in other companies.

After 4 years in the BPO industry, I ventured into my career in a VA company and started as Team Leader. As I pioneered 2 accounts, the Healthcare industry and Insurance services, I served as team leader, trainer, and quality analyst to a few agents. Most of the work was done through excel and client-based software. This is where I learned to establish perfection in every output I submit. Not only because I wanted to be reliable for the clients, but I also wanted both teams to grow and become stable. So, within a few months, our team grew and recruitment became very busy amidst the pandemic crisis.

In less than a year, I became an Operations Manager in the same VA company. My daily engagements were mostly Management Meetings to assist 2-5 clients via phone, email, online presentations, screen-sharing and direct in-person communication and Performance Monitoring or Efficiency Control Oversight. The position required me to be skilful at almost everything, which unleashed many ideas I never thought I would have.

Now, I would like to share all these but settled in a work-from-home set up so I can focus on personal things which I have missed in the past. I will surely be as productive as I’ve been for my previous employers. I always value integrity at work so it wouldn’t be an issue to work with different schedules, tasks, computer systems, and clients if I’d be given the chance.

I look forward to reaching great success with you.

For a copy of Albert’s resume please click here.