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senior quality analyst

Manila, National Capital Region, Philippines
October 13, 2016

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Stephanie T. Magbanua

Senior Quality Review Analyst

099*-***-**** /


Born in Alabang on August 22,1988. Married, Filipino citizen, Roman Catholic.


2001 - 2005

San Roque Catholic School

Alabang Muntinlupa City

2005 - 2009

Emilio Aguinaldo College Manila

Bachelor of Science in Nursing



2009 - 2010

Sales Representative (Customer Service Associate)

Service existing accounts, obtain orders, and do outbound calls on existing and potential customers.

Manage irate customers and resolves challenging inquiries by utilizing negotiation and analytical skills, while following guidelines in an effort to satisfy the customer, establish superior customer experience and maintain above average customer relationship and rapport.

(ABC) American Bio-Clinical Laboratory


Customer Service Representative

Address the concerns of customers. Accepts queries, concerns of and answers their questions.

Handles specimen and serum collection. Performs laboratory procedures for specimen experimentation and examination.

Encode patient’s data, laboratory results and document filing.

(AIG) American International Group

2010 - present

Customer Service Representative / Subject Matter Expert / Senior Quality Analyst

Provide service through phone interactions with customers, focusing on delivering and resolving their request with an efficient, accurate, professional and courteous manner to create customer loyalty.

Address the concerns of customers. Accepts queries, concerns of and answers their questions.

Works independently, completes assigned tasks in the established timeframe, completes regular assignments without reminders or additional requests, and works productively and professionally.

Evaluates call and provides feedback to enhance the quality, identify problems to meet predefined standards, provides coaching and generates reports.

Creates an end-to-end test plan; executing the plan and managing all activities in the plan to ensure that all objectives are met and that the solution works as expected.


Cervical Cancer Awareness Program ( 2008)

Sexually Transmitted Disease (2008)

Personality Traits And Disorders (2009)

The Truth Behind Alzheimer’s, Memory and Dementia (2009)

Nurses and Academician’s Refresher Resources Incorporated (2009)

Workers Compensation Medical Providers Process (2010)

Injured worker Call (2011)

Property and Casualty (2011)

Inquiry Call Train-the-Trainer (2011)

Stellar Service (2011)

Essentials of Leadership (2013)

DiSC Profile (2013)

Coaching for Success (2013)

(BICP) Basic Insurance Concept and Principles (2013)

(PGI) Personal General Insurance (2013)

Excel 1,2 and 3 (2013 & 2014)

Accident and Health at Malaysia (2014)

Extended Warranty (2014)

Consumer Lines (2014)

Passed BICP and PGI certification at (SCI) Singapore College of Insurance (2014)

Coaching for Peak Performance at Malaysia (July 2014)

Quality Principles Training – A guide to true quality partnership (November 2014)

E-mail writing workshop (2015)

Australasia FNOL (2015)

Philippine Contact Center (2016)

Engineering Impairment (2016)


Excellent communication skills, written and oral, fluent in both English and Filipino.

Proficient in Microsoft Office Programs (Excel, PowerPoint and Word).

Highly critical thinker with effective researching and coaching methods.

Effective coaching techniques

Reference will be provided upon request.

Contact this candidate