Martin E. Famero

SKILLS ◼️ Drives individual and organizational metric results. ◼️ Create analytics and action plans to address process or knowledge gaps. ◼️ Review, confirm and report compliance. ◼️ Perform quality inspections and document findings ◼️ Creating error trend analysis and scorecards and proposing immediate action plans. ◼️ Act as point of contact for policy/procedure updates. ◼️ Develop/maintain audit processes ◼️ Facilitates Calibration sessions. ◼️ Generates timely and accurate reports. ◼️ Performs quality analysis ◼️ Root cause analysis ◼️ Facilitates meetings with onshore auditors, Operations and SME to ensure that processes are aligned to current client business rules. ◼️ Manage complaints from clients and internal team. CONTACT--martin.e.famero-https://www.linkedin.com/in/martin-famero-/ EDUCATION UNIVERSITY OF THE EAST MANILA BSBA Management Class of 2005 AGENT PERFORMANCE SUSTAINABILITY FEEDBACK AND ESCALATIONS JULY 2018-PRESENT Sustainability ◼️ Sustainability function drives individual and organizational metric results through performance improvement program called Remediation. Feedback and Escalations ◼️ Manage complaints from clients and internal team. The data is used to create analytics and action plans to address process or knowledge gaps. QUALITY ANALYST NOVEMBER 2012 - JUNE 2018 ◼️ Review, confirm and report compliance with process/procedure requirements, quality certifications, and Accenture delivery methodology. ◼️ Perform quality inspections document findings using the required audit process/procedures. ◼️ Ensure quality standards are met by creating error trend analysis and scorecards and proposing immediate action plans. ◼️ Act as point of contact for policy/procedure updates. ◼️ Performs regular Quality audits based on accepted standards in sampling to ensure delivery is consistent and at par with client standards. ◼️ Facilitates Calibration sessions onshore and internally. ◼️ Generates timely and accurate reports wherein daily, weekly and MTD scores are available on an agent, team and SOW level. ◼️ Performs quality analysis and is capable of identifying root causes and can create relevant action items to improve and sustain performance. ◼️ Facilitates meetings with onshore auditors, Operations and SME to ensure that processes are aligned to current client business rules. TRANSACTION PROCESSING ASSOCIATE SEPTEMBER 2009 - NOVEMBER 2012 ◼️ Perform data entry and research in various systems and tracking tools. ◼️ Apply knowledge of processes and related systems to assist in identifying, assessing and resolving issues/problems. ◼️ Assess and resolve non-standard and standard issues or problems. ◼️ Seek advice and escalate issues when faced with tasks/problems outside the scope of the work.