Florence MacArat

Florence Macarat has a diverse work experience spanning over multiple companies and roles. Starting in 2009, they worked at Qualfon as a Quality Auditor, where they helped improve contact center performance by conducting daily monitoring and providing information to inquiries. In 2015, they joined Telstra as a Customer Service Consultant, where they provided knowledge and resources to support agents, addressed customer concerns, and offered coaching and training. From 2016 to 2018, they worked at Contact Solutions - Research and Business Process Outsourcing as a Quality Assurance Advisor, conducting call monitoring, calibration, and handling reports. At Demand Science from 2018 to 2020, they served as a Team Leader, managing a team of agents, analyzing and delivering campaign orders, and applying performance management measures. At Expertel Solutions from 2020 to 2022, they worked as an Onboarding Manager. Finally, in 2022, they joined IntelyCare, where they initially served as a Senior Operations Team Lead before being promoted to Call Center and Quality Manager, and currently holds the position of Senior Operations and Quality Manager. Florence'srole at IntelyCare involves partnering with customers and teams, delivering world-class service, and coordinating activities to promote customer adoption and business outcomes. Overall, Florence Macarat has developed a strong background in operations, customer service, quality assurance, and team leadership throughout their career.

Florence Macarat pursued their higher education from 2002 to 2007 at the University of the Visayas. During this period, they were enrolled in the Bachelor of Science program with a major in Psychology.