WORK EXPERIENCE
AUSTRALIA NEW ZEALAND BANK GLOBAL SERVICES
OPERATIONS
AUGUST 2, 2011 - MAY 31, 2018
Quality Analyst
● Performs quality assessment on calls done by Collections
Officers doing outbound calls to follow up on ANZ
customers regarding their auto loan payment.
● Performs Non-routine tests on back end reports done on
a daily, weekly and monthly basis.
● Facilitates and participates in calibrations sessions for
Operations.
● Generates report on the areas of opportunities and
adhoc reports requested by the Operations to help them
improve on their numbers.
● Partners with Training in Model Assessments for New
Hire and QA Talks.
● Identifies Kaizen Initiative for Process improvement.
● Partners with Compliance Team regarding Repeat
Offenders.
JPMORGAN CHASE N.A
MARCH 9, 2006 – JULY 15, 2011
Quality Assurance Analyst
● Performs quality assessment on decision making done by
risk management analysts on cases they worked on
regarding fraudulent claims.
● Facilitates and participates in calibrations sessions for
Operations and within Quality Analysts.
● Participates in the weekly Process Improvement
meetings led by the organizational development team to
mitigate process gaps and compliance incidents.
● Generates report to help mitigate both on Business
Policy and Compliance to be presented to the
Operations Managers and make recommendations.
● Performs Re-ages on credit card due to Fraud.
TELUS (AMBERGRIS SOLUTIONS INC.)
MARCH 5, 2006 – JULY 15, 2011
Senior Quality Assurance Analyst
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● Performs quality assessment on calls made by Inbound
agents for customer Dell computer Sales.
● Facilitates and participates in calibrations sessions for
Operations, all sectors (including India and other Dell
Affiliated BPO companies)
● Create awareness to help Operation improve on a
targeted area of improvement for the month based on
pareto analysis.
● Generates MIS reports for proper housekeeping and
daily findings
● Facilitates Team huddles to mentor bottom performers.
Sales Agent
● Took Inbound calls for Dell Software and Peripherals
● Performed Upselling and cross-selling product catered
by Dell.
● Team Ambassador for Quality Assurance
EDUCATION:
FAR EASTERN UNIVERSITY
B.S. Architecture
June 1998 – March 2003
ARELLANO UNIVERSITY
High School Diploma
June 1994 – March 1998
MAYBUNGA ELEMENTARY SCHOOL
Elementary Diploma
June 1988 – March 1994
REFERENCES :
Armie Blanco - Operations Manager for Operations Excellence-
Ma. Carmela Rodriguez - Quality Assurance Manager-
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