Manager Quality

Shirly de los Santos U **** BSA Mansion

Benavidez St. Legaspi

Village, Makati City

1200

Mobile number:

+63.917-***-****

Email:

**********@*****.***

Instrumental and top-performing professional with extensive experience in

building and maintaining relationships focused on customer satisfaction and

achievement of organizational goals in diverse dynamic environments is

seeking a position to utilize strong analytical, strategic-thinking, and

communicative skills, and to make a positive contribution to the further

success of the employer.

EXECUTIVE PROFILE

. Highly qualified and top-performing professional offering six-year

expertise in monitoring and maintaining quality, leadership, training,

innovating processes and policies.

. Experienced in assuring quality in compliance with designed

guidelines, departments policies and regulations, and quick reaction

. Outstanding ability to provide coaching to subordinates

. Expert in analyzing the situation, assessing potential risks, and

delivering quick, but competent decision making and planning

. Regarded for the ability to communicate with different departments

both in PH and UA office.

. Excellent communicative skills (both verbal and written) serve to

exercise different kinds of interactions, including oral and via

phone, and to develop relevant documentation and reporting

. Strong organizational skills allow to meet the set objectives with

adherence to the set requirements

AREAS OF EXPERTISE

Quality control Training Leadership Managing People Guidelines and

Policies generation Project monitoring

RELEVANT EXPERIENCE

Senior Training and Quality Analyst

Total Net Research and Marketing Inc. June 2014 - present

. Reports directly to Department Managers

. Supervise co- TQAs and delegate tasks

. Monitor projects and assignment to ensure on-time deployment

. Provides coaching to co-TQAs as needed

. Collaborates and calibrates with other Department Managers to ensure

flawless workflow

. Monitor and assess calls, chats, messages and emails to ensure that

quality standards are met and in accordance to the policies and

guidelines of the TQA department

. Provides coaching/training to agents as needed

. Coordinate with Team leads on their training and quality needs

. Processed weekly/monthly reports with accuracy and sensitivity to

details

. Attend to on-the-fly requests from other departments and provide

prompt response

. Proactively deploy and implement strategic training and quality

programs

.

Team Leader

Total Net Research and Marketing Inc. April 2013 - June 2014

. Reports directly to Department Manager and Operations Manager

. Supervise agent behavior, attendance and performance through team

meetings and scheduled periodic coaching sessions; identify strengths

and weaknesses, development opportunities and set agent development

plans accordingly

. Encourage, support and motivate a team of Representatives to achieve

and exceed productivity and quality targets

. Partners with Training and Quality Analyst and Department Manager in

reviewing agent and team results for continuous improvement

. Responsible for ensuring that support for clients of the company at

the particular shift is rendered

. Supervise the operations of the shift and delegating tasks to agents

according to agreed processes, policies, practices and the scope of

department tasks

shirly de los Santos Page 2

RELEVANT EXPERIENCE - Continuation

Training and Quality Analyst

Total Net Research and Marketing Inc. Mar 2009 - April 2013

. Monitor and assess calls, chats, messages and emails to ensure that

quality standards are met and in accordance to the policies and

guidelines of the TQA department

. Provides coaching/training to agents as needed

. Coordinate with Team leads on their training and quality needs

. Processed weekly/monthly reports with accuracy and sensitivity to

details

. Attend to on-the-fly requests from other departments and provide

prompt response

. Proactively deploy and implement strategic training and quality

programs

Customer Care Representative

Total Net Research and Marketing Inc. Aug 2008 - Mar 2009

Sme (Subject Matter Expert)

IBM Daksh Philippines Jan 2008 - Mar 2008

Customer Care Representative

IBM Daksh Philippines Mar 2007 - Jan2008

EDUCATION

Our Lady of Fatima University

Bachelor of Science in Nursing . 2006

Character Reference

. Roderic Encarnacion

Support Department Manager

63.917-***-****

. Angel Angeles

Trainer

63.917-***-****

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