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I am a dynamic and results-driven professional with over 5+ years of experience in outsourcing, customer service, quality assurance, and business operations. I am known for boosting performance metrics, mentoring teams, and streamlining processes to deliver excellent client outcomes. I am a skilled communicator in English, Tagalog, and Cebuano, with a proven ability to quickly adapt and thrive in fast-paced, client-focused environments.…I am a dynamic and results-driven professional with over 5+ years of experience in outsourcing, customer service, quality assurance, and business operations. I am known for boosting performance metrics, mentoring teams, and streamlining processes to deliver excellent client outcomes. I am a skilled communicator in English, Tagalog, and Cebuano, with a proven ability to quickly adapt and thrive in fast-paced, client-focused environments.

Ma. Niña Koops

Marketing Consultant, Data Analyst, Content Designer, +7

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I am a dynamic and results-driven professional with over 5+ years of experience in outsourcing, customer service, quality assurance, and business operations. I am known for boosting performance metrics, mentoring teams, and streamlining processes to deliver excellent client outcomes. I am a skilled communicator in English, Tagalog, and Cebuano, with a proven ability to quickly adapt and thrive in fast-paced, client-focused environments.…I am a dynamic and results-driven professional with over 5+ years of experience in outsourcing, customer service, quality assurance, and business operations. I am known for boosting performance metrics, mentoring teams, and streamlining processes to deliver excellent client outcomes. I am a skilled communicator in English, Tagalog, and Cebuano, with a proven ability to quickly adapt and thrive in fast-paced, client-focused environments.

Available to hire

I am a dynamic and results-driven professional with over 5+ years of experience in outsourcing, customer service, quality assurance, and business operations. I am known for boosting performance metrics, mentoring teams, and streamlining processes to deliver excellent client outcomes.
I am a skilled communicator in English, Tagalog, and Cebuano, with a proven ability to quickly adapt and thrive in fast-paced, client-focused environments.

Skills

Experience Level

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Tagalog

Fluent

Work Experience

Co-Owner / Co-Manager at Airbnb Rental Units

May 1, 2023 - Present

Manage rental operations, guest communications, vendor coordination, budgeting, and marketing; consistently providing high-quality rental units and maintaining 5⭐ ratings.

Tutor at Learneo Inc.

January 1, 2025 - Present

Maintain excellent scores by answering students’ questions and building their confidence through clear explanations and guidance, consistently earning positive feedback and strong student outcomes.

Quality Evaluator at Concentrix

November 1, 2024 - October 5, 2025

Conducted call, chat, and email audits, created KPI-aligned feedback reports, and collaborated with managers and team leads to coach agents, improve compliance, and enhance workflows, earning recognition as Top Quality Evaluator (2023).

Customer Service Representative at Concentrix

July 1, 2022 - October 5, 2025

Handled high-volume inquiries and escalations while consistently being a Top Agent for consecutive years, exceeding quality and productivity targets, and recommending process improvements that reduced repeat calls and boosted customer satisfaction.

Co-Owner / Co-Manager at Airbnb Rental Units

May 1, 2023 - Present

Manage rental operations, guest communications, vendor coordination, budgeting, and marketing; consistently providing high-quality rental units and maintaining 5 ⭐ ratings.

Tutor at Learneo Inc.

January 1, 2025 - Present

Maintain excellent scores by answering students’ questions and building their confidence through clear explanations and guidance, consistently earning positive feedback and strong student outcomes.

Quality Evaluator at Concentrix

November 1, 2024 - October 5, 2025

Customer Service Representative at Concentrix

July 1, 2022 - October 5, 2025