Carlo G.A. Cabezon

 Carlo Gilberto A. Cabezon M.B.A. Address: 92 Camelot St. Kingsville Court II, Antipolo, 0817 Phone Number:- Email:- QUALIFICATIONS: Competent. Focused. Strategic Planner. Goal driven. Objective oriented Solid experience within the Business Process Outsourcing (BPO) Industry specializing in the Quality Department for nine years. Mastered the tasks on managing people, creating reports, administrative tasks, and the expertise of searching relevant information. Proficient in using MS office applications. Excellent verbal and written communication skills in English. Recently worked as a Data Nerd that produces high value managerial reports with focus on driving improved business performance. EDUCATION: School Year School Course 2006 - 2009 San Beda College Masters in Business Graduate School of Business Administration Mendiola, Metro Manila 2000 - 2004 San Beda College AB Economics Mendiola, Metro Manila 1996 - 2000 Immaculate Concepcion Parish Secondary Quezon City Education 1989 - 1996 Claret School of Quezon City Primary Quezon City Education EMPLOYMENT HISTORY: August 2018 – June 2020 TaskUs Anonas, Cubao Quezon City Data Nerd - Business Intelligence & Data Science Leadership Roles - Social Media LOB (Pre - Pandemic functions) Coordinates with team leaders on identified areas of opportunities for continuous improvement. Providing insights based on data gathered to address the training needs of the project. Coordinated with trainers to bridge knowledge and process gaps Updates Operations and Quality on trending topics that could potentially impact the business Defines and works within the testing strategy defined for the project, adhering to best practice and looking to automate where appropriate. Providing process maps to streamline unnecessary roadblocks to address operational needs Thorough knowledge and use of process improvement and quality management methods, tools, and technology used to create and business operations processes for which the quality program will be focused Thorough knowledge and experience conducting risk analyses; quality assessments, audits and/or studies; and implementing successful process improvement programs Ensured that the clients' needs are met, establishing credibility and built client relationships by updating the necessary and relevant data in W/MBRs (Pandemic phase functions) Provided backfill operations support that uses Salesforce as its core tool Operational Support Defined defect tracking processes & tools Ensured excellent communication and collaboration between all internal and external teams Identified risks, suggest and negotiate appropriate mitigation to the risks Managed stakeholder expectations Ensures that quality methods and procedures are executed. Ensures that products, applications, and systems are in compliance with established quality standards, and meet customer requirements. Ensures that products meet the highest quality standards. Monitors and reports on defects. Provides guidance and assistance to staff to clear project roadblocks and issues are resolved quickly and appropriately. Management of special and large project needs. Performed administrative and operational duties. August 2016 – April 2017 Microsourcing San Antonio Pasig Manila Quality Assurance Supervisor Leadership Roles Communicates quality information throughout the organization. Leads and mentors quality assurance team members. Defines and Works within the testing strategy defined for the project, adhering to best practice and looking to automate where appropriate. Coordinating with a trainer to bridge knowledge and process gaps Ensuring sitewide goals by reviewing, planning and analyzing strengths and weaknesses Lead the quality audit process on a scheduled manner Thorough knowledge and use of process improvement and quality management methods, tools, and technology used to create and business operations processes for which the quality program will be focused Thorough knowledge and experience conducting risk analyses; quality assessments, audits and/or studies; and implementing successful process improvement programs Ensured that the clients' needs are met, establishing credibility and built client relationships Developed, administered QA Schedules and monitored performance against the schedules Developed Technical and QA best practices to ensure adherence to them Supervise QA Team Members Operational Support Defined defect tracking processes & tools Coaching, mentoring and motivate other team members in QA best practice Ensured excellent communication and collaboration between all internal and external teams Identified risks, suggest and negotiate appropriate mitigation to the risks Managed stakeholder expectations Ensures that quality methods and procedures are executed. Ensures that products, applications, and systems are in compliance with established quality standards, and meet customer requirements. Ensures that products meet the highest quality standards. Monitors and reports on defects. Provides guidance and assistance to staff to clear project roadblocks and issues are resolved quickly and appropriately. Management of special and large project needs. Performed administrative and operational duties. Participates in various meetings and ensures proper documentation has been prepared for each of the projects. Responsible for team's reviews Managed multiple and conflicting priorities. December 2013 - February 2015 Stellar MDC 100, 24 Eastwood Ave, QC Senior Quality Assurance Analyst Call Monitoring Evaluates and monitors calls/chat sessions of the agent Provides coaching feedback for the agents' areas of opportunities Operations Support Submits action plans and discusses it with partner team leaders on how to address the identified areas of opportunities on a team level and individual agent level Transitional Support Facilitating QA talks for the nesting agents Documentation Provides MoM (Minutes of the Meeting) after every calibration session to cascade it to the team leaders and disseminate them to the agents in the production department Process and Procedures Updates Participates in calibration sessions with the outsource business clients to ensure that scoring guidelines are aligned as enforced by the business March 2013 - June 2013 ADB Funded Project Vientiane Laos Research Associate/Economist Provided research support in the collection and analysis of best practices of climate change adaptation and mitigation in countries with similar features as that of Lao PDR, Focused on farming systems with manageable risks December 2012 - March 2013 The Results Company G. Flr Plaza Commercial, Cainta Senior Quality Assurance Analyst Call Monitoring Evaluates and monitors calls/chat sessions of the agent Provides coaching feedback for the agents' areas of opportunities Operations Support Submits action plans and discusses it with partner team leaders on how to address the identified areas of opportunities on a team level and individual agent level Transitional Support Facilitating QA talks for the nesting agents Documentation Provides MoM (Minutes of the Meeting) after every calibration session to cascade it to the team leaders and disseminate them to the agents in the production department Process and Procedures Updates Participates in calibration sessions with the outsource business clients to ensure that scoring guidelines are aligned as enforced by the business March 2010 - June 2012 Startek International ETON Cyberpod, Ortigas Ctr. Virtual Quality Assurance Analyst Call Monitoring Evaluates and monitors calls/chat sessions of the agent Provides coaching feedback for the agents' areas of opportunities Operations Support Submits action plans and discusses it with partner team leaders on how to address the identified areas of opportunities on a team level and individual agent level Transitional Support Facilitating QA talks for the nesting agents Documentation Provides MoM (Minutes of the Meeting) after every calibration session to cascade it to the team leaders and disseminate them to the agents in the production department Process and Procedures Updates Participates in calibration sessions with the outsource business clients to ensure that scoring guidelines are aligned as enforced by the business April 2009 - January 2010 West Contact Service The Exportbank Plaza, Makati Performance Assessment Specialist Call Monitoring Evaluates and monitors calls/chat sessions of the agent Provides coaching feedback for the agents' areas of opportunities Operations Support Submits action plans and discusses it with partner team leaders on how to address the identified areas of opportunities on a team level and individual agent level Transitional Support Facilitating QA talks for the nesting agents Documentation Provides MoM (Minutes of the Meeting) after every calibration session to cascade it to the team leaders and disseminate them to the agents in the production department Process and Procedures Updates Participates in calibration sessions with the outsource business clients to ensure that scoring guidelines are aligned as enforced by the business August 2004 - April 2009 Telus International 31/F Discovery Centre, Ortigas Pasig Quality Assurance Administrator Capture and record calls of the agents Upload the recordings on a daily basis to the third party auditors' SharePoint drive March 2004 - May 2004 Eternity Foreign Exchange Paseo De Roxas St, Makati Business Development Consultant Monitors international currency to determine the best course of action for the prospect clients' investment Identifies prospect clients to discuss the day's analysis on the international currency movements and provide them with a business proposal with an in depth analysis to ensure layman's understanding is covered Job description is twofold; analysis is done inside the office while searching for prospect clients is field work Trainings Attended: Session Hours Completed 1. Stress Management 101 3 2. Conflict Resolution 4 3. Coaching; finding the right words and strategy to achieve improvement 4 4. Mentoring; an alternative method of soliciting tasks to achieve work efficiency 3 5. Money Laundering: Discovering the ill effects on a micro and macro scale of the Philippine Economy 2 6. The success of Yehey Philippines 3 Skills: Excellent Analysis, problem solving, time management skills. Able to lead a team with strong risk identification and mitigation planning skill. Read and define basic statistics. Excellent Analysis, problem solving, time management skills Ability to encourage, motivate and influence team Ability to succeed in an agile work environment where cross functional teams work closely together to ensure requirements are met or exceeded Ability to demonstrate interpersonal and teambuilding skills, working with technical and non-technical individuals