ABIGAIL BANZON GORUMBA
Block 4 Lot 7, Long Beach Drive,
Camella Ridgeview 1
Tunasan, Muntinlupa City
- / --CURRICULUM VITAE
WORK PROFILE
QUALITY MANAGER
IQOR
7th fl. IQOR bldg. SM City Sta. Rosa, Old National H-way, Brgy.
Tagapo. Sta. Rosa City, Laguna
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QUALITY ASSISTANT MANAGER
Led team meetings, asking questions to better understand
the calls representatives are receiving, educating, and
coaching workers regarding processes and practices, and
explaining expectations to employees.
Assisting other management team members in identifying
trends and establishing call center goals.
Ensuring staff members are achieving desired service levels
and taking corrective action, as needed.
Preparing reports and analyzing call center data to improve
processes, ensure resources are properly allocated, and
maximize efficiency and customer satisfaction.
Taking on other tasks or projects to support employees,
other managers, and call center operations.
Answering representative’s questions, guiding them
through difficult calls or issues, diffusing angry customers, or
handling issues that cannot be fielded by representatives
November 10, 2019 – March 3, 2023
IQOR
7th fl. IQOR bldg. SM City Sta. Rosa, Old National H-way, Brgy.
Tagapo. Sta. Rosa City, Laguna
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Identify and close gaps in process implementation. Provide
support process improvement, and act as the point of
escalation for issue resolution.
Define procedures and manage internal audits and
assessments to maintain compliance with QMS including
framework updating, training, and issue resolution.
Establish the process verification methods and establish
control measures in the process for stability and consistent
delivery to minimize and control transaction errors.
Plan for and train an adequate number of resources to
support the transformation and improvement program.
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SR. QUALITY – CUSTOMER EXPERIENCE
REPORT ANALYST
IBM BUSINESS SERVICE
Soledad, Nuvali, Sta. Rosa Laguna
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TEAM MANAGER – SALES VALIDATION
Interact with senior management of the business to ensure
adequate trained resources for the effective deployment of
new initiatives.
Support process owner to drive improvement plan for CSAT
and improve all areas about delivery risk management.
Present to clients on status reports on ongoing risk qualityrelated performance; address operation and quality issues.
July 7, 2018 – November 9, 2019
Responsible for creating an end-to-end test plan; executing
the plan and managing all activities in the plan to ensure that
all the objectives are met and that the solution works as
expected.
Make sure that testing is well-defined, planned, and
executed.
Do one-on-one coaching, to make sure that
agents/representatives are well aligned with their scores
and to correct behaviors.
Hold and facilitate action plan/case reviews with crossfunctional team members.
Ensure that validated deliverables meet functional and
design specifications and requirements.
November 2, 2015 – June 22, 2018
SUTHERLAND GLOBAL SERVICES
Lot 562 Block 3, Governor’s Drive, Poblacion, Carmona Cavite.
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Manages a team of Sales Validators from four sites
(Carmona, Camsur, Davao, and Clark)
Monitor Posted Sales / Sales Revenues
Minimize Churns/chargeback
Attend External or Client calls for product updates
Manage Escalations and callouts
Manage and investigate disputes / integrity issues related to
sales
Report / discuss center-wide opportunities to the Quality
Manager/ SD.
November 15, 2014 – October 26, 2015
SENIOR QUALITY SPECIALIST
SUTHERLAND GLOBAL SERVICES
Lot 562 Block 3, Governor’s Drive, Poblacion, Carmona Cavite.
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CUSTOMER SERVICE REPRESENTATIVE
SUTHERLAND GLOBAL SERVICES
Lot 562 Block 3, Governor’s Drive, Poblacion, Carmona Cavite.
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CUSTOMER SERVICE ASSOCIATE
Responsible for auditing quality and providing feedback to
Team Managers and Trainers.
Achieves daily, weekly, and monthly quality monitor goals
for email/call/order per account specified goals
Provides performance feedback and input to all monitored
calls to increase service quality – real-time discussions.
Serve as a point of contact for all quality issues and
questions. - Prepares QA/CSAT reports and interacts with
operations and support groups regarding quality
improvements.
Ensures
adherence
to
client
standards
and
recommends/develops action plans/process improvements,
if necessary to contain quality problems.
Schedules coordinate and facilitate call calibration sessions
together with the Team Managers and/or clients.
Ensures quality of work to the satisfaction of customers
(external/internal).
Assesses and discusses problems relating to yield quality,
efficiency, non-conformance, and other major discrepancies
with operations and support counterparts and provides
process improvements to address these concerns.
Updates personnel on changes regarding information,
policies, guidelines, etc. through Specs/Info awareness
campaign.
November 23, 2011 - November 14, 2014
Handles billing concerns and inquiries.
Sales and offers products that customers are eligible to get.
Provide excellent customer service.
March 26, 2011 – November 23, 2011
GE MONEY SERVICING PHILIPPINES, INC
4th Floor Plaz@ A, Dot Com Dirve,
Northgate Cyberzone,
Filinvest Corporate City, Alabang,
Muntinlupa City
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Handles credit card account inquiries.
Determines a course of action based on available
information to resolve customer issues.
Documents the pertinent facts surrounding customer call in
a computer system to maintain accurate account history.
December 1, 2008 – December 2010
CUSTOMER SERVICE REPRESENTATIVE
APAC CUSTOMER SERVICES, INC.
Plaz@ C Northgate Cyberzone, Filinvest Corporate City,
Alabang, Muntinlupa City
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Receives and handles routine inbound calls for health
providers.
Listens to customers’ explanations to gain a general
understanding of the reason for their call.
Resolve basic customer questions, complaints, and requests.
Assist other team members and supervisors as needed.
September 15, 2007 – October 15, 2008
EDUCATION
PRIMARY SCHOOL:
• Saint Luke’s School
SECONDARY SCHOOL:
• Olivarez College
PHILIPPINE VOCATIONAL TECHNOLOGICAL SCHOOL
• Course – Computer Technology (1992 – 1994)
CIVIL SERVICE ELIGIBLE – Sub-professional Level -)
CERTIFIED LEAN 6-SIGMA YELLOW BELT
• Project done: QA - SD Calibration Process
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PERSONAL INFORMATION
In case of emergency, please notify Divine Gorumba at telephone no. -.
I hereby certify that the facts contained in this curriculum vitae are true and correct to the best of my knowledge.
ABIGAIL B. GORUMBA
