Customer Care Quality
Resume:
Joji Jerome Kawakami
Mobile Number: (097*-***-****
Home Number: (02) 8242-1130
E-mail Address:
**********@*****.***
****-* ****** *****, ********* Rd., Sucat, Muntinlupa City 1770
Work Experience
USTGlobal
Sr. Business Analyst
July 2018 – Present
Responsible for development and implementation of process capabilities in support of a US Health Care provider
Takes assigned project from original concept through final implementation
Takes assigned Change Request for development and production deployment
Defines project scope and objectives
Creates and maintains project schedules by developing project plans and specifications, estimating time requirements, establishing deadlines, monitoring milestone completion, tracking all phases of the project product/service lifecycle, providing timely reposting of issues that impact project progress, coordinating actions and resolving conflicts. This includes documenting, prioritizing and tracking requests (changes, enhancements, etc.)
Responsible for developing, improving, documenting process and supporting and/or performing UAT testing
Responsible for a full range of activities which ensure the operational effectiveness and excellence of the business unit
Design and document workflow and make appropriate recommendations that will positively impact operational effectiveness
Defines, develops and implements service / quality assurance practices and procedures, end user test plans and other assessments
Provides resource planning, management and resolution of issues that impede the test effort
Coordinates groups of business personnel who test, evaluate and validate new functions and applications and identity issues in software or services
Perform other duties as may be assigned
AIG
Test Lead
September 2016 – June 2018
Responsible for development and implementation of process capabilities in support of the VALIC Distribution Group
Responsible for daily, weekly and monthly QA reports
Responsible for QA resource and timeline allocation
Responsible for QA admin tasks like leave allocation and QA staff metrics
Takes assigned project from original concept through final implementation
Defines project scope and objectives
Creates and maintains project schedules by developing project plans and specifications, estimating time requirements, establishing deadlines, monitoring milestone completion, tracking all phases of the project product/service lifecycle, providing timely reposting of issues that impact project progress, coordinating actions and resolving conflicts. This includes documenting, prioritizing and tracking requests (changes, enhancements, etc.)
Responsible for developing, improving, documenting process and supporting and/or performing UAT/ORT testing
Develop and establish quality assurance measures and testing standards for new applications, products, and/or enhancements to existing applications throughout their development/product lifecycles.
Conduct internal audits to measure and assure adherence to established QA standards for software development, application integration, and information system performance, and corresponding documentation.
Create and execute test plans and scripts that will determine optimal application performance according to specifications.
Verify and revise quality assurance standards as needed.
Ensure that testing activities allow applications to meet business requirements and systems goals, fulfill end-user requirements, and identify existing or potential issues.
Prepare and deliver reports, recommendations, or alternatives that address existing and potential trouble areas in IT systems and projects across the organization.
Collaborate with software/systems personnel in application testing, such as system, unit, regression, load, and acceptance testing methods.
Make recommendations for improvement of applications to programmers and software developers or engineers.
Communicate test progress, test results, and other relevant information to project stakeholders and management.
Liaise with vendors and suppliers in assessing applications and/or systems under consideration for purchase.
Analyze documentation and technical specifications of any new application under deployment or consideration to determine its intended functionality.
Test any new software to ensure integration into company systems meets functional requirements, system compliance, and technical specifications.
Analyze formal test results in order to discover and report any defects, bugs, errors, configuration issues, and interoperability flaws.
Assist in the development of change control processes, practices, and guidelines for new and existing technologies.
Participate in developing, distributing, and coordinating in-depth end-user reviews for modified and new systems or applications.
Cultivate and disseminate knowledge of quality assurance best practices.
Senior Quality Assurance Analyst
May 2015 – August 2016
Responsible for development and implementation of process capabilities in support of the Advisor Group
Takes assigned project from original concept through final implementation
Defines project scope and objectives
Creates and maintains project schedules by developing project plans and specifications, estimating time requirements, establishing deadlines, monitoring milestone completion, tracking all phases of the project product/service lifecycle, providing timely reposting of issues that impact project progress, coordinating actions and resolving conflicts. This includes documenting, prioritizing and tracking requests (changes, enhancements, etc.)
Responsible for developing, improving, documenting process and supporting and/or performing UAT/ORT testing
Develop and establish quality assurance measures and testing standards for new applications, products, and/or enhancements to existing applications throughout their development/product lifecycles.
Conduct internal audits to measure and assure adherence to established QA standards for software development, application integration, and information system performance, and corresponding documentation.
Create and execute test plans and scripts that will determine optimal application performance according to specifications.
Verify and revise quality assurance standards as needed.
Ensure that testing activities allow applications to meet business requirements and systems goals, fulfill end-user requirements, and identify existing or potential issues.
Prepare and deliver reports, recommendations, or alternatives that address existing and potential trouble areas in IT systems and projects across the organization.
Collaborate with software/systems personnel in application testing, such as system, unit, regression, load, and acceptance testing methods.
Make recommendations for improvement of applications to programmers and software developers or engineers.
Communicate test progress, test results, and other relevant information to project stakeholders and management.
Liaise with vendors and suppliers in assessing applications and/or systems under consideration for purchase.
Analyze documentation and technical specifications of any new application under deployment or consideration to determine its intended functionality.
Test any new software to ensure integration into company systems meets functional requirements, system compliance, and technical specifications.
Analyze formal test results in order to discover and report any defects, bugs, errors, configuration issues, and interoperability flaws.
Assist in the development of change control processes, practices, and guidelines for new and existing technologies.
Participate in developing, distributing, and coordinating in-depth end-user reviews for modified and new systems or applications.
Cultivate and disseminate knowledge of quality assurance best practices.
HCL - DKS (Deutsche Knowledge Services)
Senior Business Analyst
May 2014 – April 2015
Creation of Current State Analysis (CSA) report and Source File CSA for a specific Local Regulatory/Financial report for Singapore.
Process/Data Flow Diagram and current workaround that details fields and filter criteria from upstream and source reports needed for data aggregation for a specific Local Regulatory/Financial report for Singapore.
Definition of Future State Process Map for other countries.
Assistance/Support for User Acceptance Testing (UAT) and Production Parallel Run.
Daily report and status for Production Parallel Run.
Creation of Process Scripts and Process Matrix for report timings/Service Level Agreements (SLAs) and Manual Data Source (MDS) upload.
Preparation and walkthrough of Standard Operating Procedures (SOP)
document per report. Runbook and Production Parallel plan creation.
Technology: Axiom Controller View, Lotus Notes 8.5, Sharepoint, Visio BPMN, Agile SDLC (Scrum)
AIG
Senior Quality Assurance Analyst
September 2012 – May 2014
Responsible for development and implementation of process capabilities in support of the Advisor Group
Takes assigned project from original concept through final implementation
Defines project scope and objectives
Creates and maintains project schedules by developing project plans and specifications, estimating time requirements, establishing deadlines, monitoring milestone completion, tracking all phases of the project product/service lifecycle, providing timely reposting of issues that impact project progress, coordinating actions and resolving conflicts. This includes documenting, prioritizing and tracking requests (changes, enhancements, etc.)
Responsible for developing, improving, documenting process and supporting and/or performing UAT/ORT testing
Develop and establish quality assurance measures and testing standards for new applications, products, and/or enhancements to existing applications throughout their development/product lifecycles.
Conduct internal audits to measure and assure adherence to established QA standards for software development, application integration, and information system performance, and corresponding documentation.
Create and execute test plans and scripts that will determine optimal application performance according to specifications.
Verify and revise quality assurance standards as needed.
Ensure that testing activities allow applications to meet business requirements and systems goals, fulfill end-user requirements, and identify existing or potential issues.
Prepare and deliver reports, recommendations, or alternatives that address existing and potential trouble areas in IT systems and projects across the organization.
Collaborate with software/systems personnel in application testing, such as system, unit, regression, load, and acceptance testing methods.
Make recommendations for improvement of applications to programmers and software developers or engineers.
Communicate test progress, test results, and other relevant information to project stakeholders and management.
Liaise with vendors and suppliers in assessing applications and/or systems under consideration for purchase.
Analyze documentation and technical specifications of any new application under deployment or consideration to determine its intended functionality.
Test any new software to ensure integration into company systems meets functional requirements, system compliance, and technical specifications.
Analyze formal test results in order to discover and report any defects, bugs, errors, configuration issues, and interoperability flaws.
Assist in the development of change control processes, practices, and guidelines for new and existing technologies.
Participate in developing, distributing, and coordinating in-depth end-user reviews for modified and new systems or applications.
Cultivate and disseminate knowledge of quality assurance best practices.
IT Managers, Inc. – PLDT Global
Business Analyst
December 2010 – September 2012
Responsible for development and implementation of process capabilities in support of global operations business partners
Takes assigned project from original concept through final implementation
Defines project scope and objectives
Creates and maintains project schedules by developing project plans and specifications, estimating time requirements, establishing deadlines, monitoring milestone completion, tracking all phases of the project product/service lifecycle, providing timely reposting of issues that impact project progress, coordinating actions and resolving conflicts. This includes documenting, prioritizing and tracking requests (changes, enhancements, etc.)
Responsible for developing, improving, documenting process and supporting and/or performing UAT/ORT testing
Responsible for a full range of activities which ensure the operational effectiveness and excellence of the business unit
Design and document workflow and make appropriate recommendations that will positively impact operational effectiveness
Defines, develops and implements service / quality assurance practices and procedures, end user test plans and other assessments
Provides resource planning, management and resolution of issues that impede the test effort
Coordinates groups of business personnel who test, evaluate and validate new functions and applications and identity issues in software or services
Responsible for gathering and documenting Vendor proposal’s inline with the company’s requirements
Responsible for short listing and recommending a winning vendor
Perform other duties as may be assigned
IT Managers, Inc. – Unisys Philippines (e-Customs Project)
Senior Quality Assurance Analyst
January 2009 – December 2010
Responsible for development and implementation of process capabilities in support of the Bureau of Customs (e-Customs Project)
Takes assigned project from original concept through final implementation
Defines project scope and objectives
Creates and maintains project schedules by developing project plans and specifications, estimating time requirements, establishing deadlines, monitoring milestone completion, tracking all phases of the project product/service lifecycle, providing timely reposting of issues that impact project progress, coordinating actions and resolving conflicts. This includes documenting, prioritizing and tracking requests (changes, enhancements, etc.)
Responsible for developing, improving, documenting process and supporting and/or performing UAT/ORT testing
Develop and establish quality assurance measures and testing standards for new applications, products, and/or enhancements to existing applications throughout their development/product lifecycles.
Conduct internal audits to measure and assure adherence to established QA standards for software development, application integration, and information system performance, and corresponding documentation.
Create and execute test plans and scripts that will determine optimal application performance according to specifications.
Verify and revise quality assurance standards as needed.
Ensure that testing activities allow applications to meet business requirements and systems goals, fulfill end-user requirements, and identify existing or potential issues.
Prepare and deliver reports, recommendations, or alternatives that address existing and potential trouble areas in IT systems and projects across the organization.
Collaborate with software/systems personnel in application testing, such as system, unit, regression, load, and acceptance testing methods.
Make recommendations for improvement of applications to programmers and software developers or engineers.
Communicate test progress, test results, and other relevant information to project stakeholders and management.
Liaise with vendors and suppliers in assessing applications and/or systems under consideration for purchase.
Analyze documentation and technical specifications of any new application under deployment or consideration to determine its intended functionality.
Test any new software to ensure integration into company systems meets functional requirements, system compliance, and technical specifications.
Analyze formal test results in order to discover and report any defects, bugs, errors, configuration issues, and interoperability flaws.
Assist in the development of change control processes, practices, and guidelines for new and existing technologies.
Participate in developing, distributing, and coordinating in-depth end-user reviews for modified and new systems or applications.
Cultivate and disseminate knowledge of quality assurance best practices.
Conduct End User Training for Ports and Sub-Ports nationwide.
Technical writing for Training Materials and User’s Manual.
Implementation Support for the Accepted System Roll Out.
IT Managers, Inc. – Smart Communications Inc.
Quality Assurance Analyst
June 2008 – December 2008
Develop and establish quality assurance measures and testing standards for new applications, products, and/or enhancements to existing applications throughout their development/product lifecycles.
Conduct internal audits to measure and assure adherence to established QA standards for software development, application integration, and information system performance, and corresponding documentation.
Create and execute test plans and scripts that will determine optimal application performance according to specifications.
Verify and revise quality assurance standards as needed.
Ensure that testing activities allow applications to meet business requirements and systems goals, fulfill end-user requirements, and identify existing or potential issues.
Prepare and deliver reports, recommendations, or alternatives that address existing and potential trouble areas in IT systems and projects across the organization.
Collaborate with software/systems personnel in application testing, such as system, unit, regression, load, and acceptance testing methods.
Make recommendations for improvement of applications to programmers and software developers or engineers.
Communicate test progress, test results, and other relevant information to project stakeholders and management.
Liaise with vendors and suppliers in assessing applications and/or systems under consideration for purchase.
Analyze documentation and technical specifications of any new application under deployment or consideration to determine its intended functionality.
Test any new software to ensure integration into company systems meets functional requirements, system compliance, and technical specifications.
Analyze formal test results in order to discover and report any defects, bugs, errors, configuration issues, and interoperability flaws.
Assist in the development of change control processes, practices, and guidelines for new and existing technologies.
Participate in developing, distributing, and coordinating in-depth end-user reviews for modified and new systems or applications.
Cultivate and disseminate knowledge of quality assurance best practices.
Teleperformance – Philippines Support Delivery Manager January 2008 – May 2008
Single POC for Divisions via telephone for questions/concerns about NED Support, specific tickets, and NHD policies/procedures
Responsible for tracking phone calls and issues, including who called, what Division they are from, the reason for call etc.
Responsible for re-assigning miss-assigned tickets and closing tickets at Division request.
Responsible for answering NHD feedback for that specific call center
Responsible for reporting on NHD feedback
Responsible for communications with all Team Managers on all issues funneled through them
Responsible for communications with the training department.
Participation on weekly Training Call
Participation on bi-monthly National Division Conference Calls
Responsible for QA’ing all Tier 3 issues being sent back to Division to check for ticket accuracy in notes, KB article, and customer information, as well as checking for valid contact on orphaned tickets
at&t Global Network Services Int’l Inc.(American Telephone and Telegraph Company)
Business Process Analyst
August 2006 – December 2007
Responsible for development and implementation of process capabilities in support of global operations business partners
Takes assigned project from original concept through final implementation
Defines project scope and objectives
Creates and maintains project schedules by developing project plans and specifications, estimating time requirements, establishing deadlines, monitoring milestone completion, tracking all phases of the project product/service lifecycle, providing timely reposting of issues that impact project progress, coordinating actions and resolving conflicts. This includes documenting, prioritizing and tracking requests (changes, enhancements, etc.)
Responsible for developing, improving, documenting process and supporting and/or performing UAT/ORT testing
Responsible for a full range of activities which ensure the operational effectiveness and excellence of the business unit
Design and document workflow and make appropriate recommendations that will positively impact operational effectiveness
Defines, develops and implements service / quality assurance practices and procedures, end user test plans and other assessments
Provides resource planning, management and resolution of issues that impede the test effort
Coordinates groups of business personnel who test, evaluate and validate new functions and applications and identity issues in software or services
Perform other duties as may be assigned
Convergys
Quality Evaluator / Transaction Monitor
July 2004 – August 2006
Reports results of evaluations to Quality and Operations team on a weekly and monthly basis.
Evaluates agent’s transaction for accuracy
Achieves departmental productivity requirements (e.g. number of calls monitored per month on schedule).
Facilitates and/or participates in calibration sessions with Quality staff, Convergys personnel and clients.
Facilitates remote call monitoring sessions as needed.
Participates in internal quality audits (e.g. periodic audits of all key customer related processes to determine process control and efficiencies) and recommend changes.
Provides weekly scores and detailed coaching feedback to Team Leaders
Conducts formal meeting with Team Leaders to discuss the coaching feedback provided every week
Conducts quality talk to trainees
Prepares and sends out daily reports to the Operations team.
Technical Customer Care Representative
September 2003 – June 2004
Provides technical support (dial-up & DSL internet connection) to customers.
Represents clients to their customers by handling calls promptly, interacting with customers to determine their needs, and providing consistent, high quality service and accurate information to the customers.
Attends periodic team and call center meetings, as well as training sessions to develop skills and competencies.
Source 1 Asia-Customer Contact Center (C3)
Technical Customer Care Representative
September 2001 – August 2003
Gives a personalized response to customer inquiries.
Provide technical support with the right troubleshooting solutions for Sony consumer products (USA),(handle almost all Sony products like Home Theater, Universal Remote control, Mobile Audio, and CD players)
Provide technical support and Sales Inquiries for the Littermaid Automatic litter box (USA).
Works to ensure that customers are being provided top notch customer service at all times.
Performs all other duties as assigned by the Customer Operations Manager.
Educational Background
Elementary Claret School of Quezon City
1983 – 1990
High School Metro Manila College of Novaliches, Quezon City
1992 – 1993
College De La Salle University-Dasmarinas, Cavite
1994 – 1998
B.S. Radiologic Technology
Personal Information
Date of Birth: April 23, 1976
Place of Birth: Quezon City, Philippines
Civil Status: Single
Citizenship: Filipino
Mother: Precy Elman
Father: Shoji Kawakami
Son: Koji Miguel Kawakami
Seminars / Trainings Attended
Testing Technology Expo
Makati Sports Club, Makati City
November 2016
Agile Testing Primer
Makati Sports Club, Makati City
November 2016
Basic SQL Training
Paragon, Alabang Muntinlupa City
June 2014
Trainings attended (at&t)
SYKES K-Pointe, Gilmore, Q.C.
August 2006
Building a Simple Ethernet Network
Building a Simple Serial Network
Introduction to Common Process Framework
The New Common Process Framework Overview
Network and Technology Planning and Development Process Overview
Methodology Guidelines : Corporate Process Framework and Project Management Methodology Guidelines and Templates
Client Desired Date
EQ at Work: Managing Your Emotions
MAP (Managing Accelerated Performance) Training
Convergys, Insular Life Building
November 2005
Designed to respond to competitive pressures, by promoting Operations and Process Excellence in call center environments.
Designed to provide the information needed to effectively manage the business everyday and to constantly improve business processes.
Establish a stronger relationship with our strategic partners, using our knowledge, experience and resources.
Achieve and share improved performance in the areas of customer satisfaction, efficiency, productivity, cost control and profitability.
Program Specific Training
Convergys, The Enterprise Center
September 2003
Culture and Communications Training
Convergys, Robinson’s Tower
October 2003
Skills
Knowledgeable in Computer troubleshooting
Knowledgeable in Management particularly in Property and Human Resources
Knowledgeable in Computer Applications
Excellent interpersonal skills
Excellent oral and written communication skills
Character References
Shall be provided upon request
Joji Jerome Elman Kawakami
Contact this candidate