Dana Kay Angeles

S T A . R O S A , C O N C E P C IO N , T A R L A C 2 3 1 6 P H O N E- DANA_ TIAMZ ON@Y AHOO.COM Dana Kay Tiamzon Angeles SUMMARY OF QUALIFICA TIONS       Plays a lead role in the Quality Team for Tarlac since 2010. Acts decisively to solve people problems and create action plans. Able to handle multi-tasking under high pressure. Delivers reports on time or ahead of time as requested by management Assures the quality of support being provided in operations and meet the required specifications/procedures/customer requirements. Assigned in auditing consultants and recommends corrective actions to concerned personnel/department. EMPLOYMENT HISTORY Sr. Associate Manager for Quality – September 2015 to Present Department: SQMS– 2 Tech Verticals and 1 Financial Vertical Company: Sutherland Global Services, Inc., Clark, Tarlac City Accomplishments:  Created the VOC Analysis Reporting template as well as the drill down/scrubbing file in order to create an RCA efficiently and effectively, which in turn helped the program hit the target for OSAT and CSAT.  Developed a strong team of QA Specialists that can function as a Quality Leads.  Launched the Preventive Intervention Process. This process helped the program minimize the number of emails on pending status on the queue.  Spearheaded Quality initiatives to help the program meet KPIs. Associate Manager for Quality – July 2014 – September 2015 Department: SQMS– FMEA; FMEA Quality Manager for all Tarlac Programs handled by SQMS FMEA Phils Company: Sutherland Global Services, Inc., Clark, Tarlac City Accomplishments:  Created the FMEA MonForm/Parameters for the programs.  Started the Hygiene Audits for different programs by doing the Short Call Analysis, E -mail Changes and Information Update Scrubbing.  Handled and developed 18 QA Specialists located in 3 different sites (CamSur, Clark and Tarlac)  Initiated different types of monitoring for different programs in order to eliminate defects on the calls and decrease (if not eliminate) client call outs and escalations. Quality Assurance Specialist – August 2010 – July 2014 Department: SQMS– FMEA; POC for all Tarlac Programs handled by SQMS FMEA Phils Company: Sutherland Global Services, Inc., Clark, Tarlac City Accomplishments:  Rolled out the FMEA process to the consultants.  Presented the FMEA process to various clients.  Generated and Published Weekly FMEA Reports and Trackers to SD. Responsibilities:  Starts the FMEA process for the programs. (Document Gathering, RPN Mapping, Testing, Roll Out, Implementation, etc.)  Creates a weekly snapshot and closure report.  Creates Tarlac and Clark Slides for the Weekly FMEA Call.  Maintains and updates Clark and Tarlac FMEA Dashboards.  Plays the role of a liaison between HR and SD when it comes to closure of the cases.  Acts as the POC of the Tarlac SQMS FMEA Team since Assoc. Manager is on a different site. Quality Assurance Specialist – February 2009 – July 2010 Department: Performance Management Team - DirecPath Company: Sutherland Global Services, Inc., Clark, Tarlac City Duties and Responsibilities:  Make sure that the calls taken by the Associates were of good quality, i.e., Client directives were met, Communication skills of the TSRs met the company’s standards, etc.  Creates Internal Quality Report on a Weekly and a Monthly basis.  Creates a Root Cause Analysis Report that shows the causes of the defects per LOB (Line of Business)  Creates a weekly Allocation Report and sends out to the team. Allocation reports are based on the total headcount and the number of audits per agent was based on last week’s performance.  Creates a weekly CSAT Deep Dive Report to know the top drivers/causes for DSATs  Conducts refresher training to agents every month to give them updates about the product.  Joins the Weekly Business Review with the Client and Operations to represent the Quality Team.  Conducts Weekly Internal and Joint Call Monitoring to ensure that we are calibrated with the client and the other auditors when it comes to call monitoring.  Conducts coaching sessions to Associates every week through Focused Group Discussion or one-on-one session. Quality Assurance Specialist – November 03, 2008 – February 2009 Department: Performance Management Team – H&R Block Company: Sutherland Global Services, Inc., Tarlac City Duties and Responsibilities:  Make sure that the calls taken by the Customer Service Representatives (CSRs) were of good quality, i.e., Client directives were met, Communication skills of the CSRs met the company’s standards, etc.  Make sure that every calls made by the CSRs met the legal standards of the client.  Notes the CSRs inaccuracies and mistakes throughout the call.  Creates GYR Banding (based on CSAT) of the agents on a weekly basis  Creates Weekly Allocation Report and sends out to the team.  Conducts coaching sessions to agents (TSRs) every week through Focused Group Discussion or one-on-one session. Quality Assurance Specialist - September 11, 2006- April 2008 Department: Performance Management Team – UOL Technical Support Company: Sutherland Global Services, Inc., Clark, Pampanga Duties and Responsibilities:  Make sure that the calls taken by the Technical Support Representatives (TSRs) were of good quality, i.e., Client directives were met, Communication skills of the TSRs met the company’s standards, etc.  Make sure that every calls made by the TSRs met the legal standards of the client.  Notes the TSRs inaccuracies and mistakes throughout the call.  Completes a Feedback Form containing the summary of the inaccuracy/ies committed by the TSR on a particular call, and then emails it to the Supervisors, Quality Supervisor, Quality Manager and Program Manager.  Sends newsletter, e-mails weekly to TSRs to give them a view on how they are doing.  Conducts refresher training to agents every month to give them updates about the product.  Conducts coaching sessions to agents (TSRs) every week through Focused Group Discussion or one-on-one session. QA Staff- September 19, 2005-September 10, 2006 Department: Quality Assurance & Service Excellence Department (QA & SE) Company: Cyber City Teleservices Ltd., Clark, Pampanga Duties and Responsibilities Assigned to:  Make sure that the calls taken by the Customer Service Representative (CSR) were of good quality, i.e., Client directives were met, Communication skills of the CSRs met the company’s standards, etc.  Make sure that every calls made by the CSRs met the legal standards of the client.  Notes the CSRs inaccuracies and mistakes throughout the call.  Completes a Feedback Form containing the summary of the inaccuracy/ies committed by the CSR on a particular call, and then emails it to the Supervisors, Account Executives, Account Managers and Department Head. EDUCATION  1997 Sta. Rosa Elementary School Concepcion ,Tarlac Salutatorian nd  2 Placer Division Of Tarlac News Writing Competition  5 th Placer (Division of Tarlac’s Official Representative) Regional Public Schools Press Conference News Writing Competition – 1996 – Iba, Zambales  1 st Placer Concepcion 3 rd District English Quiz bee – 1995    2001 Dominican College of Tarlac Capas, Tarlac upper 5% of the graduating class 2003 Angeles University Foundation Angeles City Associate in Computer Studies 2005 Angeles University Foundation Angeles City Bachelor of Science in Information Technology SEMINARS AND TRAININ GS ATTENDED March 14, 2004 Mega Trade Conference Room, Mega Mall, Pasig City Sponsored by the Junior Philippine Computer Society (JPCS) Explore I.T. “Deepening The I.T. Experience”  Ethical Hacking  Introduction to Microsoft.net  Network Security  Apple Technology January 29, 2005 Angeles City Public Library Angeles City 2 nd Annual Philippine Society of I.T. Educators (PSITE) Convention February 19, 2005 St. Paul University, Quezon City Sponsored by the Junior Philippine Computer Society (JPCS) Explore I.T. “Leveraging the I.T. Synergy  VoIP Telephony  Security in Wireless Networks  Database Driven Website Using MySQL  Open Source Business Application:  “Content Management Solution Using Mambo” Internship - November 16, 2004 – February 24, 2005 Technical Services – IT Endorsements Department San Miguel I.T. Services – SMITS Inc. #40 San Miguel Avenue, Mandaluyong City - Tel. - PlanET Training- Pre Employment Language Enhancement Training June 13, 2005-June 24, 2005 People Support, Ayala Ave., Makati City, Phils. AFFILIATIONS  - News Editor Data Link (AUF College of Computer Studies College Publication)  Best College Paper (1 st Angeles University Foundation Inter Collegiate Journalism “Tayid-Tayid”)  - Feature Editor Data Link (AUF College of Computer Studies College Publication)  Best Feature Page (2nd Annual Angeles University Foundation Inter Collegiate Journalism Competition “TayidTayid”)  Best College Paper (2nd Annual Angeles University Foundation Inter Collegiate Journalism Competition “TayidTayid”)  2004 Facilitator Microsoft Productivity Tools Seminar for Public School Teachers  - AUF College of Computer Studies Honor Society  2004 -2005 1 st Semester College Scholar – 90% General Weighted Average