Ma. Ingrid I. Mapua

MA. INGRID I. MAPUA Quality Assurance Specialist Professional Summary Highly motivated Quality Assurance professional with over a decade of experience in customer service monitoring, compliance, and process improvement. Proven ability to assess performance across multiple channels (calls, emails, social media), ensure policy adherence, and collaborate across departments. Known for creative, results-driven analytics and a strong commitment to continuous development and operational excellence. Work Experience • BDO Unibank Quality Assurance Specialist March 2011 – Present - Monitor inbound/outbound calls, social media posts, and email responses to assess associates’ demeanor, accuracy, and policy compliance - Serve as Point of Contact (POC) for E-Serve processes - Validate customer complaints and ensure resolution accuracy - Facilitate call/email certification for new hires and cross-trained staff - Conduct calibration sessions with the QA and E-Serve Units - Collaborate with Unit Heads on new project scoping and updates - Participate in UAT (User Acceptance Testing) for system updates and improvements • 24/7 Customer Philippines, Inc. Customer Service Representative – Inbound August 2009 – February 2011 • People Support Philippines, Inc. Travel Specialist – Inbound January 2006 – July 2009 • Connect2 Philippines, Inc. Customer Service Representative – Inbound/Outbound June – December 2005 Education Polytechnic University of the Philippines Bachelor of Arts in Broadcast Communication, 2005 Skills - Quality Monitoring & Calibration - Customer Service & Communication - UAT & Process Testing - Complaint Resolution - Report Generation & Analysis - Cross-functional Team Coordination