Francis Alinson – General Virtual Assistant, Quality Analyst

Hi, my name is Francis James Alinson, but you can call me James. I’m a loving husband with a beautiful wife and we have a 4-year-old kid who’s full of energy and loves to mimic whatever he sees on the television! I graduated with a degree in Nursing from the University of San Carlos- College of Nursing Cebu. Being a Nurse was challenging yet very fulfilling since I get to save lives, but life is full of surprises and I never thought that I would end up working in the BPO industry.

After I passed the June 2007 Nursing Board exam, I started working as a Nurse Trainee in a maternity hospital here in Cebu providing holistic healthcare to both expectant mothers and sick children. Then, the opportunity to work in a BPO company suddenly came along and the role really piqued my interest. It was not an easy decision, but I took a leap of faith, and I started out as a Customer Service Support in one of the largest BPO companies here in the Philippines in 2009.

Unexpectedly, I was able to fairly adapt to the new environment and was able to excel in my new role as a customer service support agent. I built my experience by providing excellent customer support to our customers all around the world. Since I’m a fast learner, eventually I got cross-trained to provide technical support as well and was elevated to a Quality Analyst after just a few years of being an agent.

As a Quality Analyst, I was able to learn how to establish long-term relationships with our customers as well as our internal clients. I was able to conduct business reviews, conduct quality evaluations both in a call recording and chat transcript and provide recommendations to our stakeholders on how to improve our customer support services. A couple of years passed by, I was then promoted to a Trainer under a tech account which, shall I say, might be the biggest tech company out there up until today.

As a trainer, I was able to wear different hats since the role involves several tasks. Aside from conducting new hire training, I also conduct upskilling for existing customer service representatives plus managing teams before they get endorsed to operations. I also act as a recruiter who conducts interviews for new hire applicants and provides reports to our internal/external clients for forecasting purposes. After 7-plus years of being a trainer, I decided to venture out into a different industry, luckily, the opportunity came along through a referral from my previous colleague. I then explored the research and development industry as a Quality Analyst.
Currently, I belong to the Quality Control Office in one of the biggest Printer companies in the world. My tasks include conducting Quality Audits for our internal customers, as well as setting up monthly, quarterly, and yearly business reviews with our external clients. I was also able to develop my skills in providing valuable insights using Microsoft PowerBI dashboards and automating processes using Microsoft PowerAutomate, for which I’m tasked to be the POC. I’m also part of the internal auditor team which conducts internal audits for different processes in preparation for the ISO9001 certification.

I have acquired a lot of skills through my vast experience in the BPO industry and the Shared services industry. I’m very keen to details, able to work independently or with a team, and I value the time of my customer or client. I’m also goal-oriented and work diligently in whatever tasks that’ll be assigned to me. I understand that I may have to unlearn things to learn different ideas. I describe myself as a sponge that absorbs anything and everything around me. My aim is to learn more and improve myself along the way!

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