Janice Gabaca

Janice Gabaca QUALITY ASSURANCE-TEAM LEADER --#1568 Dawis. San Roque, Talisay City, 6045, Philippines SKILLS Excellent problem solving skills Process Improvement ABOUT ME With the deep contact-center experience of more than 10 years. Started with customer service, then to insurance verifica on agent and a year as technical support, I was then promoted as Quality Assurance Officer and now supervising and managing the QA team. Although I didn’t have any background with Webhos ng, I have managed to excel and was awarded as Annual 2nd Top Performer in my first year (2016) with my current employer. I am a hard-worker and efficient in what I do but ensuring customer sa sfac on that led me to be promoted to the Quality Assurance Department. Being the head of the QA team, I always encourage my QA officers to always have a crea ve mindset. It gives us the ability to approach a problem crea vely which for me is the vital role of a QA. I also want to highlight my experience as an Insurance Verifica on Agent, this job helped me a lot to what I become right now. To be an insurance verifica on agent, you must be very keen on details, make sure you got the correct informa on and documented it accurately. This is what I do as a QA as well. Quality Assurance Proficient in MS Office Time management Data collec on WORK EXPERIENCE Quality Assurance-Team Leader Dreamscape Networks, Interna onal / Cebu City / Nov 2017 - Present ▪ Is responsible for ensuring that due process is given before serving a decision to the viola on. ▪ Assigns task to the QA Officers to meet Quality Standards. ▪ Set-up goals and objec ves for the QA Team ▪ Mo va ng the QA team and take informa ve quick decisions Customer Service ▪ Finding the root cause of the case that caused low standard service and improvement. ▪ Coordinate ac vi es to leaders and QA officers which enforce quality improvements. Insurance Verifica on ▪ Maintaining rela onships between func onal teams. ▪ Nego ate with upper management with influen al skills to buy in new ideas. Domain and Web Hos ng ▪ Analyze reports from QA Officers. ▪ Understanding and defining strengths and areas to improve the whole opera ons. DNS Management ▪ Crea ng a process to mi gate the risk and cause of low standard service. ▪ Appropriately handle all confiden al company and client informa on. Management ▪ Report any discovered breaches of confiden ality or policy (internal or regulatory) to the management. ▪ Report any discovered vulnerabili es or third party systems Expert Quality Assurance Specialist Dreamscape Networks, Interna onal / Cebu City / Jan 2016 - Nov 2017 ▪ Responsible for ensuring that our policies and procedures are executed accordingly. ▪ Assist agents with the applica on of quality standards set by the company. ▪ Monitoring individual, teams, and department feedback trends. ▪ Assess agents/teams/department performances to determine strengths and areas for improvements. ▪ Dissemina on of informa on regarding quality standards for each support group. ▪ Communicate reminders to support and leaders. ▪ Coordinate with the leaders on how to help an agent improve performance in terms of quality. ▪ Generate monthly performance report per team. ▪ Monitor at least 2 cases per agent per week. ▪ Report any incident that violates the company’s set policies Insurance Verifica on Specialist (Homebased) Planet DDS / TALISAY CITY / Apr 2013 - Jun 2014 ▪ Ensure that pa ents' health care benefits cover the required procedures. ▪ Contacts a pa ent's insurance company to verify coverage levels and works with individuals to educate them on their benefits informa on. ▪ Responsible for the pre-verifica on of insurance for pa ents being admi ed into the hospital for care. ▪ Ensures insurance coverage by telephone resolves any issues with coverage, and escalates complicated issues to a supervisor or manager. Call Center Customer Service Representa ve Qualfon Philippines Inc. / Cebu City / Jul 2010 - Mar 2013 ▪ Resolve customer complaints via phone, email, mail, or social media. ▪ Use telephones to reach out to customers and verify account informa on. ▪ Greet customers warmly and ascertain problem or reason for calling. ▪ Assist with placement of orders, refunds, or exchanges. ▪ Take payment informa on. ▪ Place or cancel orders. ▪ Suggest solu ons when a product malfunc ons. ▪ Work with the customer service manager to ensure proper customer service is being delivered. ▪ Closeout or open call records. ▪ Compile reports on overall customer sa sfac on. Assistant Technician (Semicon Wirebonder) Siliconeware Precision Interna onal Ltd, Inc. / Taiwan ROC / Feb 2003 - Nov 2008 ▪ Tends automa c bonding machine that bonds gold or aluminum wire to integrated circuit dies to connect circuitry to package leads: Reviews schema c diagram or work order to determine bonding specifica ons. ▪ Turns dials to set bonding machine temperature controls and to regulate wire feeding mechanism. ▪ Mounts spool of wire onto the holder and inserts wire end through guides, using tweezers. ▪ Posi ons semiconductor package into a magazine of the automa c feed mechanism, and observes package, using microscope or equipment display screen, to ensure connec ons to be bonded are aligned with bonding wire. ▪ Ac vates machine that automa cally bonds wire to specified connec ons on semiconductor package leads. ▪ Removes packages from the bonding machine and places packages in the work tray. ▪ May test tensile strength of bonded connec ons, using tes ng equipment. ▪ May locate connec ons and bond wire to connect circuitry of hybrid circuits, using a precision-bonding machine. LINKS LinkedIn: h ps://www.linkedin.com/in/ja nice-gabaca-/ E D U C AT I O N Bachelor of Science University of san jose-Recoletos / Cebu City / 2002 Graduate of Bachelor of Science in Commerce-Management High school diploma CBD-College / Cebu City / 2008 Secondary Educa on Elementary Educa on Tabunoc Central School / Talisay City, Cebu / 1994