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Quality Assurance, Trainer, Quality Analyst

Bronx County, New York, United States
October 12, 2016

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VIRGILIO GONZAGA JR. 1401 Pelham Parkway North

Phone: 917-***-**** Bronx, New York, 10469


Highly meticulous and reliable Individual with an excellent customer service history and computer system knowledge base. Adept at working independently with no direction or as part of a team. Constantly reinvents to meet the needs of the organization. Specializes in fast-paced high-pressure work and corporate environments.


Proficient in Microsoft Office Suite and Trackwise Systems

Exceptional critical thinking and problem-solving skills

High organization and strong customer service and communication skills

Hardworking, dependable and usually goes beyond what is required.


UnitedHealth Group Global Services – Cebu, Philippines Site October 2014-July 2016

( An American diversified managed health care company based in Minnetonka, Minnesota. It is 6th on the Fortune 500.)

Trainer/Performance Coach:

• Facilitates all training programs for newly-hired and current call center agents.

• Drafts the manual for onboarding new trainers and standardized their onboarding process.

• Creates new training modules and workshops used in the service floor to target existing call handling problems.

• Conducts train-the-trainer activities on supplemental topics for soft skills development.

• Applies the appropriate training technology to ensure effective learning (e.g., WebEx, PPT presentations, Audios and Videos presentation) as applicable.

• Provides post-training support to learners, as needed (e.g., outstanding questions/issues, parking lot items, unmet expectations, additional copies of learning materials, on-the job support).

• Provide feedback to appropriate stakeholders (e.g., instructional designers, other trainers, business leadership) on ways to improve learning outcomes, based on established data/metrics and classroom experiences.

• Provide consultation/feedback on effective facilitation strategies, as appropriate (e.g., coaching/mentoring other trainers, Train-the Trainer, Instructional Designers)

Hospira Global Complaint Management – Cebu, Philippines Offshore Site January 2012 – August 2014

(A global leader in providing advanced medical infusion devices headquartered in Lake Forrest, Illinois)

Senior Quality Analyst:

• Supervised day to day team activities in handling the complaint process involving Hospira Medical Infusion device and insured that all complaints were registered into TrackWise in a timely manner.

• Tracked closely and reviews complaints involving devices that caused adverse events and jeopardized patient’s safety. Gathered relevant information about these events when necessary from Biomedical Technician, and Healthcare providers and log them into TrackWise for proper documentation.

• Closely worked with the US Device Safety Office Analyst for timely reporting of these complaints to FDA.

• Coordinated with the Drug Safety Team closely and gather pertinent information on Drug-Device related adverse events, reactions and harm. Work with them with the documentation and reporting to the FDA.

• Closely reviewed all complaint records in TrackWise for completeness and accuracy in a timely and efficient manner.

• Closed timely complaint records on devices with repair process and testing and analysis already completed.

• Assessed constantly the Complaint Handling Process exercised in relation to the established SOP.

• Assist in preparation of documents for ISO certifications.

Phoenix Learning Center – Cagayan de Oro, Philippines November 2010-December 2011

(A premier review school in the Philippines offering nursing reviews for students preparing the Philippine Nursing Licensure exams.)


• Performed enhancement lectures to develop the skills of Nursing students to understand and answer question related to Medical-Surgical Nursing in the Philippine Nursing Examination.

Topnotch Review and Tutorial – Cagayan de Oro, Philippines August 2010 – December 2010

(A review school providing review session for nurses preparing to take the US National Council Licensure Examination.)

Part-Time Lecturer:

• Facilitated the supplemental lectures and developed the skills of Registered Nurses in understanding and answering Medical-Surgical Nursing questions related in the National Council Licensure Exam.

University of the Visayas College of Nursing – Cebu, Philippines August 2006-January 2009

(A center of excellence educational institution in Central Visayas)

Assistant to the Chairman and Clinical Instructor:

I. Administrative:

• Together with the Level Chairman managed the day-to-day operations which included interaction with students and parents; charting of lecture schedules and clinical rotations

• Organized. Collate and maintains the files and records pertaining to the students’ academic and clinical performance.

• Drafted the academic and clinical schedules for both Students and Clinical Instructors.

• Supported the Chairman in the preparation of course outlines and teaching materials to be used for lectures and rotations.

II. Academe:

• As a registered nurse, guided the student nurses in the clinical area to learn the skills related to nursing care.

Gullas Memorial Hospital - Mandaue, Philippines October 2006-October 2008

(A tertiary level hospital catering to the health care needs of the residents of Mandaue City.)

Volunteer Staff Nurse, Medical-Surgical:

• Provided professional nursing skills in assessing, planning, implementing, and evaluating the nursing care for assigned patients.

Cagayan de Oro Polymedic General Hospital - Cagayan de Oro, Philippines July 2005 – March 2006

(a 105 bed capacity tertiary Hospital in Cagayan de Oro, Philippines is fully equipped with modern facilities.)

Staff Nurse, Medical Ward:

• Performs therapeutic nursing interventions as established by individualized plan of care for the patient


Bachelor of Science in Nursing

Liceo de Cagayan University. Philippines

March, 2005


• Philippine Professional Regulation Commission


Mr. Jan Karlo C. Alcantara

Supervisor – UnitedHealth Group Global Services, Cebu, Philippines Site

Telephone Number: (63-977-***-****

Ms. Maria Loreliene L. Ampoyo

Transition Manager - Hospira Global Complaint Management, Cebu Offshore Site, Philippines

Telephone Number: (63-917-***-****

Ms Cherry Mae R. Agas

Supervisor – Hospira Global Complaint Management, Cebu Offshore Site, Philippines

Telephone Number: (63-32-230-****

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