Andrei Marc Ortega

ANDREI MARC ORTEGA PROFILE CONTACT -- Iloilo city, Philippines SKILLS Data Analysis Attention to Detail Teamwork Time Management Leadership Effective Communication Training & Coaching Root Cause Analysis LANGUAGES English (Fluent) Tagalog(Fluent) A dedicated and results-driven professional with extensive experience in supervisory roles, quality analysis, and frontline support. Proven ability to lead teams, ensure high-quality service delivery, and optimize customer satisfaction. Skilled in identifying process improvements and training staff to meet performance standards. Adept at handling complex issues, mentoring team members, and maintaining a strong focus on operational excellence. WORK EXPERIENCE XtendOps Quality Analyst 2022- PRESENT Conduct regular quality audits to ensure adherence to company standards and procedures Analyze customer interactions and feedback to assess service quality and identify areas for improvement Develop and implement quality control processes and metrics for performance evaluation Transcom Iloilo Senior Technical Support - Site Supervisor 2019 - 2022 Lead and supervise a team of 16 members, ensuring optimal performance and productivity Analyze team performance data and provide insights to improve efficiency and meet key performance indicators (KPIs) Ixue Inc Online Instructor - Assistant Team Leader - Assess students’ language proficiency and tailor lessons to meet their individual needs Monitor and evaluate the performance of ESL teachers, offering constructive feedback and conducting performance reviews EDUCATION REFERENCE Helman Palma XtendOps Phone: - Email :- Bachelor of Science in Information Technology Western Institute of Technology -