Quality Assurance Analyst

ERGINA, MARIO JR, MORA

*** ******** ******, ******** ******, Makati City

Mobile: +63-977-*******

**********@*****.*** / *********@*****.*** / **************@*****.***

OBJECTIVE

To apply and extend the knowledge, skills, and techniques, and to share relevant and recent information for the development, future growth and success of the company.

PERSONAL DETAILS

Date of Birth: October 25, 1982 Age: 37 Sex: Male

Nationality: Filipino Weight: 152 lbs Height: 5’6”

Marital Status: Single Religion: Catholic

EDUCATIONAL BACKGROUND

1999 – 2003 Polytechnic University of the Philippines

Bachelor of Science in Nutrition and Dietetics

Teresa St. Old Sta. Mesa, Manila, Philippines

1995 - 1999 Makati High School

Gen. Luna St. Poblacion, Makati City, Philippines

1989 - 1995 Guadalupe Elementary School

Escuela St. Guadalupe Nuevo Makati City, Philippines

ELIGIBILITY / PROFESSIONAL QUALIFICATION

July 14-15, 2003 – Passed the Philippines’ Professional Regulation Commissions’

Board for Nutrition and Dietetics Licensure Examination

PRC License Number: 0011823

WORK EXPERIENCES

April 01, 2019 – December 13, 2019

Company: Hawaii Medical Service Association

Address: 818 Ke’eaumoku St, Honolulu, HI 96814, United States

Position: Quality Assurance Trainer (Administrative Services)

Responsibilities:

Analyze, research, identify and provide resolution to procedure and processing issues. Perform quality assurance activities. Identify errors and procedural issues, create test cases for analyzing system issues. Analyze data entry, coding, scanning issues/problems and recommend solutions. Provide feedback and process improvement recommendations to management. Works with the application support team to implement corrective actions to the system Initiate and collaborate with related departments. Connect with provider or member to resolve claims/document submission errors. Analyze and identity the training needs, create & customize the training materials. Provide auditing activities for all levels of the team. Analyze and trend employee performance, prepare productivity forecast. Update and create procedural documentation based on feedback received from multiple business areas as well as feedback received from the team.

Performs on-the-job training for new employees for all routine work. Provides on-the-job training as needed for all employees when enhancements, revised procedures, workflows, or system changes are implemented.

Monitors inventory on a daily basis and assign's work based on trending/forecasting incoming/outgoing inventory volume as well as receiving input from management.

Identify and communicate system and procedure/documentation issues to management and other team members.

Contribute to team performance by completing assignments in a timely and accurate manner.

Other duties and functions: Participate in testing system upgrades/fixes. Coordinate with external vendors to service equipment. Other duties as assigned.

February 12, 2018 – December 03, 2018

Company: BHP Global Assets Services

Address: 10TH Floor, The Curve Building Bonifacio Global City, Taguig City, Philippines

Position: HR Training Administrator

Responsibilities:

Maintains, upholds, and records employees’ learnings using 1SAP LMS SuccessFactor tool

Creates, updates and manages all of the employees’ user profiles in line with the recording of the employees’ learning.

Uploads bulk data and creating templates, content on a regular basis

Perform data validations and reconciliations to ensure data accuracy

Perform BAU system and/or process testing including systems changes requests

Collaborate with other operational teams

Creates frequently used Ad hoc reports on an as-needs basis

Develop and update process documentations

Identifying and implement improvement opportunities to create efficiencies

June 10, 2013 – January 26, 2018

Company: QBE Insurance Shared Services

Address: 24TH Floor Net Cube Building Bonifacio Global City, Taguig City, Philippines

Position: Claims Officer / Global Travel Specialist

Responsibilities:

Team Point of Contact – main reference person for claims process, and policy interpretation, conducts training for new hires, and develop desktop process guidelines for team reference.

Claim Lodgment – ensures data received matches with data entry as provided in supporting documents

Claim Assessment – provides assessment from documents received based on insurance policy guidelines

Claim Management and Payments – maintains claim until policy expiry, and ensure accurate payments are made according to agreed service level agreement

Claim Finalisation – closing the claim either after policy expiry or payments has been completely made.

Claim Declinature – creates declinature letter for each claim being declined following policy guidelines

June 13, 2011 – January 21, 2013

Company: Food and Nutrition Research Institute –DOST

Address: DOST Compound, General Santos Avenue, Bicutan, Taguig City, Philippines Position: Nutrition Researcher / Project Assistant II (Project Based)

Responsibilities:

Conduct pre-survey coordination activities with LGU's.

Supervise and monitor training and data collection activities and data entry.

Responsible for Data Collection in the community level.

Ensure data gathered is correct and accurate. Assist in the planning and preparation activities for the project.

Performs data editing and validates accomplished answer sheets and proof list for the project.

Assist in the inventory, control, and safekeeping of accomplished answer sheets and prooflist and other technical and non-technical survey forms used in the project.

Manages and controls transmitted data from the field.

Performs and assists in encoding data and printing of prooflist.

Assist in pre-computer processing activities (machine validation / data diagnosis).

Assists in the generation, tabulation, review and write-up of results.

Attends and participates in trainings, meetings, and briefings related to the project.

Performs other tasks needed for the completion of the project.

Prepare detailed survey movements of the team assigned.

Prepare and facilitate disbursement/liquidation expense related to survey activities.

Assist in the inventory and safekeeping of survey equipment and paraphernalia.

May 12, 2008 – May 13, 2011

Company: Accenture Philippines

Address: 17th Floor Cybergate 2 Robinsons Pioneer Boni, Mandaluyong City, Philippines Position: Quality Assurance Auditor / Health Care Associate

Responsibilities:

Health Care Associate:

oEnsures provider’s data entry matches with supporting documents

oEnsures provider’s policy plan and member information are entered accurately

Quality Assurance Auditor:

oMonitors Process Owners’ performance daily by evaluating/auditing transactions based on client’s goals and expectations.

oProvides feedback to Process Owners on quality of service to ensure proper procedures, and compliance expectations are being followed and met.

oGenerates regular evaluation reports and daily communication forms to update process Leaders, Trainers, agents and management. Follows up on any action plans to problems /issues documented in the reports.

oPerforms internal quality audit in accordance to QMS requirements and review existing documentation

oAttends and participates in meetings with leads and managers to review monitoring and evaluation tasks.

oAttends and participates in calibration sessions (internal and external) to ensure consistency in scoring evaluations.

oInvestigates and reports complaints, challenges, obstacles or questions to appropriate groups.

oCommunicates with Team Leaders on program changes and communicates actions for feedback purposes

oMaintains agents’ evaluation files, at defined retention period, to ensure accurate and consistent documentation is kept for dissemination to other groups and for audit purposes.

oCapture a significant amount of data which will be constantly analyzed and reported on to determine if trends are occurring that may need indicate a need for action.

March 12, 2007 – April 25, 2008

Company: Daniel O. Mercado Medical Center

Address: No. 1 Pres. Laurel Highway, Tanauan City Batangas City, Philippines

Position: Nutritionist – Dietitian / Supervisor

Responsibilities:

Manages and supervises dietary staff

Collects patient and doctors diet prescription

Supervises and monitors patients’ and employees’ meal

Conducts food costing, purchasing and computation for the hospital

Ensures high quality of standards are executed based on the hospital standards and guidelines

Manages purchasing orders for both food and non-food items

Conducts Nutrition and Diet Counseling to both Hospital in-patient and out-patient

Updating and standardizing of menu and menu creation for both patient and employees

Collaborate with doctors and health care professionals in terms of patients’ food intake and recommends patients proper diet prescription

September 13, 2004 – March 16, 2007

Company: E-Performax Contact Centers Inc.

Address: 18th Floor BPI Buendia Center, Sen. Gil Puyat Ave. Makati City, Philippines

Position: General English Operator

Responsibilities:

Receives inbound calls for general transferred calls and connects calls (Long distance, Collect, Third Party, Conference, etc) from different countries

Provides dialing assistance for future use to customers

Provides International and Domestic Directory Assistance from International Operators and Local Operators.

Provides outbound calls for general calls as well

Provides phone assistance for people with disabilities

TRAININGS AND SEMINARS

March 01-02, 2012, “Nutritionist-Dietitian Association of The Philippines’: Transforming Nutritionist-Dietitians (NDs) to Global Practice” Waterfront Hotel, Lahug Cebu City

March 03-04, 2011, “Nutritionist-Dietitian Association of The Philippines’: Nutritionist-Dietitian ako, Kampeon sa Nutrisyon” Sofitel Philippine Plaza, CCP Complex, Pasay City.

February 09, 2011, “The Philippine Association of Nutrition Back to Back Symposium on Managing Bone Health in Modern Lifestyle and Transformational Leadership” Conrado Benitez Hall at the Philippine Women’s University, 1743 Taft Manila.

ACADEMIC TRAININGS

Hospital Practicum Community Nutrition Practicum:

Philippine Heart Center Nutrition Foundation of the Philippines

Quezon City Barangay San Roque, Alaminos, Laguna

October – November 2002 January 16, 2003 – February 16, 2003

Hotel / Restaurant Practicum: The Coffee Shop “ALOHA Summer Café”

Diamond Villa Restaurant Pilot Food Plant Hasmin Hostel Bldg.

Ground Floor, Grand Boulevard Hotel Sta. Mesa, Manila

December 06 – 28, 2002 Position: Assistant Food Production Mgr April-May 2002

ORGANIZATIONS / AFFILIATIONS: ACTIVE MEMBER

QBE Running Club, Tuesday Squad, Wednesday Group of Runners

Nutritionist-Dietitians Association Of the Philippines (NDAP)

Philippine Association Of Nutrition (PAN AEC Chapter)

Philippine Society Of Nutritionist-Dietitians (PSND)

PROFESS – Young Professionals Ministry of Our Lady of Guadalupe

SPECIAL SKILLS

Knowledgeable in the following systems:

1SAP SF LMS (SuccessFactors Learning Management system)

CRM Microsoft Dynamics 360

Microsoft Office 365 Basic applications (Word, Excel, Outlook, OneNote, and PowerPoint)

ERMS, ePact tools

Evolve systems, C-change tool

Data entry, typing and encoding

Insurance policy terms and interpretation

Nutrition and Diet Counseling, Food and Food Service Skills

Customer Service

Computer Literate

Good Interpersonal and Communication Skills

Amateur Digital Photography

CHARACTER REFERENCES

Available Upon Request

I hereby certify that the above mention information is true, correct, recent, and updated to the best of my knowledge and belief.

Mario M. Ergina Jr

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