Quality Assurance Registered Nurse
Resume:
Ronald Christopher S. Bernabe
Summary:
Ensures quality throughout the program by incorporating acquired training of Customer Experience fundamentals and business analytics with application of the knowledge gained through Six Sigma White and Yellow belt training in analyzing identified OFIs and developing action plans to improve process while constantly providing support to the service delivery team.
Teletech Corp. (Cainta, Rizal)
Senior Quality Assurance Specialist, February 2015 to February 2016
Promoted to Senior Quality Assurance Specialist III from Quality Assurance Specialist
Leads and facilitates the calibration sessions with Team Leads and acts as the local client POC.
Ensures that the entire program is abreast with the client’s latest update, initiative as well as over-all thrust in customer experience management.
Reports to the Global Supervisor of Quality Assurance at the same time liaises with the local Service Delivery Leadership team in ensuring alignment and calibration of operational initiatives, quality-centered processes and functions as well as in the fulfillment of contractual quality requirements and targets as determined by the SOW
Responsible for a timely delivery and resolution of product and process-related updates.
Facilitates roll-out and communication of the client’s releases pertaining to Quality Guidelines and Evaluation Form.
Partners with the Global Quality team in championing the importance of quality scorecard compliance viz-a-viz the program’s thrust towards operational excellence.
Responsible for providing evaluations for the escalation team for both Cainta and Mexico sites
Works with Team Leads in reviewing call recordings to make sure accurate information would be provided.
Responsible for identifying OFIs of the nesting agents and works hand in hand with the training team in delivering coaching based on the identified opportunities.
Provides quality reports to the service delivery team in line with productivity and quality compliance.
Reviews call complaints and failure to escalate calls which is then forwarded to the Quality Supervisor for finalization.
Supports the Quality Lead in supervising the team and takes over the lead role in the event that the supervisor is unavailable.
Teletech Corp. (Cainta, Rizal)
Quality Assurance Specialist, August 2014 to February 2015
Conducts quality evaluation for both Cainta and Mexico sites.
Coaches to agent and program wide identified OFIs.
Rolls-out quality updates as well as owns and facilitates the calibration sessions with the internal and external partners and stakeholders.
Supports telecommunication and technical lines of business.
Consults to the Quality Supervisor to confirm non-conformance of agents to guidelines.
Participates in call calibration with team leaders while SQA leads and facilitates the session.
Teletech Corp. (Quezon City), Bank of America
Quality Assurance Specialist, August 2013 to August 2014
Conducts quality evaluations on agent’s performance
Coaches to agent and program wide identified OFIs
Rolls-out quality updates as well as owns and facilitates the calibration sessions with the internal and external partners and stakeholders.
Supports financial line of business.
Participates in call calibration with the team leaders while client QA leads and facilitates the session.
Consults with the Quality Team lead to confirm non-conformance of agents and coordinates with the agent’s supervisor for appropriate coaching.
Sends quality reports on a weekly basis to operations.
Teletech Corp. (Cainta, Rizal)
Quality Assurance Specialist, May 2013 to August 2013
Conducts quality evaluation for both Cainta and Mexico sites.
Coaches to agent and program wide identified OFIs.
Rolls-out quality updates as well as owns and facilitates the calibration sessions with the internal and external partners and stakeholders.
Supports telecommunication and technical lines of business.
Consults to the Quality Supervisor to confirm non-conformance of agents to guidelines.
Participates in call calibration with team leaders while SQA leads and facilitates the session.
Teletech Corp. (Cainta, Rizal)
Technical Support Representative, April 2012 – May 2013
Assists customers in performing troubleshooting steps for their services.
Assists customers with billing and product concerns.
Acted as assistant Team Leader and mentored and coached team members.
Helped in coaching and training of other agents
Maintained above average quality.
Nursing Experience
Good News Clinic and Hospital (Banaue, Ifugao)
Nurse Assistant, December 2011 – April 2012
Healthmate Generics Drugstore and General Merchandise (Pasig City)
Nurse & Pharmacy Assistant, April 2011 – December 2011
Education
2006-2009 College Bachelor of Science in Nursing
Perpetual Help College of Manila
Nursing Board Exam Passer
2005-2006 College Bachelor in Business Teacher Education
Polytechnic University of the Philippines
Seminars and Training
Customer Experience ( February 2014)
Business Analytics (June 2014)
Six Sigma White Belt Training (June 2014)
Six Sigma Yellow Belt Training (July 2014)
Contacts:
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