Sean Gerard Angel Z. Pijuan

SEAN GERARD ANGEL Z. PIJUAN (- ph.linkedin.com/in/seanpijuan - Blk-2 Lot-36 Parc Regency-N, Barangay Ungka 2, Pavia, Iloilo HIGHLIGHTS OF QUALIFICATIONS • • • • • • • • • • • More than 10 years of experience in Quality Assurance More than 9 years of experience in the BPO Industry More than 7 years of experience in Business and Process improvement Responsible for agent coaching and performance Specialize in training and presentation Conduct workshops and seminars in both government and private sectors Proficient in excel data management, tables, charts, and macros Head of Communications and Sr. Quality Management Officer in Invictus Prime Holdings Corp. Process documentation: creating and writing processes, memorandums, letters, and company manuals Set-up process flows for interdepartmental outputs: procurement, accounting, and finance Contributor for the Daily Guardian, a local newspaper in Iloilo City PROFESSIONAL EXPERIENCE Invictus Prime Holdings Corp. • One Invictus Center, Balabag, Pavia, Iloilo, Philippines A corporation that manages the consolidation and integration of operations within its companies: Complete Logistic Control Inc., ZKO Group Distributors Inc., Philfast Global Forwarding Inc., and SCMIX Builders Inc. October 2018 – Present SENIOR QUALITY MANAGEMENT OFFICER Developing and overseeing compliance with the corporate’s quality management system. Managing quality policies, standards, procedures, programs, and practices while driving and facilitating continuous improvement: • • • • Setting quality objectives and develop rubrics and metrics for quality performance and standards; Evaluating success at reaching target goals by defining and using Key Performance Indicators, in consultation with the company and department heads; Conducting orientation seminar – workshops on the adopted quality performance standards and their corresponding rubrics and metrics; Reviewing company policies and standards emanating from the various companies of Invictus Prime Holdings Corporation to ensure their alignment to the Holdings-wide quality policies and standards. WNS Global Services • 3rd and 4th Floors, One Megaworld Bldg. Iloilo Business Park, Mandurriao 5000 Iloilo City, Philippines Global provider of Business Process Management and Outsourcing solutions for 200+ companies worldwide across a wide spectrum of industries. November 2015 – September 2018 GROUP MANAGER - QUALITY Responsible for quality performance in multiple lines of businesses by providing analysis and support interventions: • Implemented quality improvement systems to meet SLA targets; • Ensured adherence to defined service level agreements, processes are compliant from a risk perspective, and continuous reduction in customer complaints; • Drove quality performance, customer satisfaction, AHT, and sales conversion across the business to maintain and improve performance; • Established glide paths and targets for performance; • Analyzed historical data for strategic purposes, identifying current and future needs to implement directives; • Increased sales conversion performance from 20.40% to 30.44% in 3-months by organizing and leading projects, and conversion performance reaches a year high of 32.07%; • Facilitated and prepared for ISO 9001:2015 external audit, which resulted in zero findings of nonconformity and defects. Avatar Technologies Inc. (currently, Voiceless Technologies Inc.) • Cornerstone Bldg., Mandurriao, Iloilo City, Iloilo A new and innovative BPO company that focuses on Sales and Customer Service using advanced software to generate live appointments at the cost and quality of unique Telemarketers. December 2013 – November 2015 QUALITY ASSURANCE MANAGER / PERFORMANCE MANAGER Responsible for the development and delivery of Quality and Process Improvement in Avatar Technologies Inc.: • Established the quality framework of Avatar Technologies Inc. by designing workflows, drafting memos, and creating audit forms for monitoring and data gathering; • Improved quality assurance by decreasing the percentage of invalid call violations from 2.76% to 0.67% in 3 months, and received a merit increase (permanent salary increase) for this achievement; • Headed the low-performance management process and lowered the percentage of low performing agents from 8.82% to 2.49% in 3 months. • Designed processes on agent coaching; • Trained coaches. Transcom Asia • Tower B GF, One Global Center, Megaworld Blvd, Mandurriao, Iloilo City, Philippines A global customer experience specialist, providing customer care, sales, technical support, and credit management services through an extensive network of contact centers. June 2010 – December 2013 QUALITY ASSURANCE ANALYST / SUPERVISOR / TRAINER Responsible for the quality assurance of billing and repair campaigns in 3 call center sites: • Performed weekly effectiveness and efficiency coaching to quality assurance specialists; • Conducted training and coaching to agents and supervisors; • Prepared weekly business reviews and client calibrations; • Analyzed Voice of the Customer (VOC) results, defined sub drivers and the root causes, and provided feedback to executives and operations; • Received COPC (Customer Operation Performance Center) training; • Led call calibration and listening sessions with agents and supervisors; • Worked with supervisors on monitoring and giving feedback to agents. November 2009 – June 2010 CUSTOMER SERVICE REPRESENTATIVE University of San Agustin • Gen. Luna St., Iloilo City, Philippines The University of San Agustin is a private Catholic university in Iloilo City, Philippines. June 2009 – November 2009 UNIVERSITY PROFESSOR Gave lectures in Logic and in Philosophy of Man SEMINARS AND WORKSHOPS CONDUCTED • • • • Technical Writing “Writeshop” Workshop on Improving Presentation Skills (Contemporary Style Presentation Preparation and Delivery) Workshop on Technical Writing Enhanced Technical Writing and Basic Public Speaking Workshop EDUCATION College: The University of San Agustin • Gen. Luna St., Iloilo City • 2004 – 2008 Graduated on April 5, 2008 with a Bachelor of Arts degree in Philosophy High School: St. Vincent Ferrer Seminary • Jaro, Iloilo City • 2000 – 2001 Westbridge Private School for Boys • Lapaz, Iloilo City • 2001 – 2004 Elementary: Assumption Iloilo• Gen. Luna St., Iloilo City • 1994 – 2000