With 4 years of experience as a Customer Service Representative and 5 months as an Intern Quality Evaluator, I focus on understanding customer needs, delivering service excellence, and driving quality through personalized, effective solutions. I don’t just chase metrics—I aim for meaningful outcomes for customers and continuous improvement for teams. As a Quality Evaluator, I’ve gained experience assessing customer interactions, maintaining service standards, and helping teams improve overall performance through quality evaluation and feedback. Previously, I supported service operations and administrative tasks while building a strong foundation in customer support and documentation.

Edward Villagracia Malapo

With 4 years of experience as a Customer Service Representative and 5 months as an Intern Quality Evaluator, I focus on understanding customer needs, delivering service excellence, and driving quality through personalized, effective solutions. I don’t just chase metrics—I aim for meaningful outcomes for customers and continuous improvement for teams. As a Quality Evaluator, I’ve gained experience assessing customer interactions, maintaining service standards, and helping teams improve overall performance through quality evaluation and feedback. Previously, I supported service operations and administrative tasks while building a strong foundation in customer support and documentation.

Available to hire

With 4 years of experience as a Customer Service Representative and 5 months as an Intern Quality Evaluator, I focus on understanding customer needs, delivering service excellence, and driving quality through personalized, effective solutions. I don’t just chase metrics—I aim for meaningful outcomes for customers and continuous improvement for teams.

As a Quality Evaluator, I’ve gained experience assessing customer interactions, maintaining service standards, and helping teams improve overall performance through quality evaluation and feedback. Previously, I supported service operations and administrative tasks while building a strong foundation in customer support and documentation.

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Experience Level

Intermediate
Intermediate
Intermediate

Work Experience

Team Lead Intern Quality Evaluator / Student Intern (as listed) at Concentrix
January 1, 2026 - Present
Evaluated customer service performance and interaction quality. Helped maintain service standards and supported improvements based on evaluation findings.
Student Intern Intern Quality Evaluator at Philippine Statistics Authority Team Leader / Concentrix Customer Service Specialist / Intern Quality Evaluator (as listed)
January 1, 2021 - Present
Assisted with quality evaluation of customer interactions, focusing on adherence to service standards. Supported review processes by assessing conversations, maintaining consistency in evaluation criteria, and contributing insights to help improve team performance.
Service Support Coordinator / Retail Sales Coordinator (as listed) at Elitejinzaimarketing services Inc (as listed)
January 1, 2020 - December 31, 2020
Coordinated retail sales operations and supported customer service processes in a marketing/services environment.
Team Leader at Philippine Statistics Authority
January 1, 2020 - December 31, 2020
Led and coordinated activities within the team, supporting service delivery and operational execution.
SMM Supamalls Checker / SMS (as listed) at SMM Supamalls
January 1, 2013 - December 31, 2013
Performed checking/monitoring tasks for operations within the retail environment.

Education

Bachelor of Secondary Education at University of Manila
January 1, 2005 - January 1, 2011

Qualifications

Add your qualifications or awards here.

Industry Experience

Retail, Government, Professional Services

Experience Level

Intermediate
Intermediate
Intermediate

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