Zeto Lord Cubong

ZETO LORD YBAÑEZ CUBONG Mabolo, Cebu CIty •- •- SUMMARY With 8 years in the BPO industry, I have held roles such as Subject Matter Expert (SME) and Floor Walker, Device Analyst, Quality Analyst, Process Trainer, and currently, Quality Team Lead. My expertise includes managing customer escalations, resolving technical issues, conducting quality assurance reviews, training new hires, and leading quality improvement projects. WORK EXPERIENCE Quality Team Leader, Wipro (Medusind) Aug 2024 - Present Quality Team Leader for a Pioneer and Pilot Account Collaborate with corporate Quality to create Quality SOPs. Created call flow processes. Answer client quality escalations. Conduct quality call deep dives. AHT project Point of Contact (POC). Project Lead for improvement of AHT (Green Six Sigma project, ongoing). Project Lead for Speed-to-Proficiency through streamlined knowledge management processes (Lean Six Sigma). Mar 2024 - Aug 2024 Executive Global Complaint Trainer, Wipro (ICU MEDICAL) Handling on-boarding of new hires and re-deployed Handling Process Training Handling Product Training Conducting monthly knowledge-based assessment Facilitating monthly internal and client quality calibration Quality Analyts, Wipro (ICU MEDICAL) Manage and audit complaints records created by the analyst Perform Coaching and feedback for each of the analysts Conduct monthly Vitality Training Conduct Account tool (TWD) Training Aug 2022 -Mar 2024 Jul 2019 - Aug 2022 Analyst, Wipro (ICU MEDICAL) Triage emails received if they meet the complaint definition Register complaints that meet complaint criteria and perform follow-ups to obtain samples and additional information. Maintain the record until closure Foundever formerly Sykes Aisa Inc Nov 2016 - May 2019 Customer and Technical support associates. Pilot Representative that handles the trial and error stage of any new update or process. Quality Assurance that reviews abandoned calls. Subject Matter Expert and Floor Walker that Manages customer escalations and takes supervisory calls. EDUCATION Master in Public Administration Cebu Technological University (Main Campus) Bachelor of Science in Information Technology Surigao del Norte State University (Main Campus) ADDITIONAL INFORMATION Technical Skills: Project Management, Structural Analysis, Quality audits and analysis. Languages: English Certifications: Wipro LEAN Sigma passer (on going Project), Six Sigma Green belt passer (On going project) Awards/Activities: Top Analyst, Top Quality analyst, Habit Flagbearer - Demonstrating Stewardship award