Quality Assurance Customer Experience
Resume:
CONTACT
SKILLS
Root Cause and Gap Analysis
Data Visualization (Excel,
Google Sheets)
KPI Dashboards & Metrics
Reporting
Quality Coaching &
Calibration
Continuous Improvement
Cross-functional
Collaboration
Learning Enablement Support
Customer Experience
Optimization
Process Mapping &
Documentation
Risk Management
WORK EXPERIENCE
Ubiquity Global Services 2020 - 2024
Senior Quality Assurance Analyst - Implementations Spearheaded quality assurance initiatives across new client implementations, establishing audit frameworks and QA processes to ensure compliance with internal standards and industry regulations from day one.
Developed and led risk mitigation strategies by identifying potential failure points in workflows, enhancing SOPs, and coordinating pre- launch quality checks with stakeholders.
Mentored and coached junior QA analysts, driving performance consistency and knowledge transfer across the implementation QA team.
Leveraged data analytics and historical QA trends to identify early indicators of process inefficiencies, enabling proactive interventions and scalable, learning-driven improvements.
Quality Assurance Analyst
Performed QA reviews and provided insight-driven recommendations to align process improvements with business goals. Conducted root cause analyses and worked with learning teams to enhance training outcomes.
Disputes Investigation Analyst
Investigated complex transaction disputes, ensuring timely and accurate resolutions.
Streamlined dispute handling workflows, reduced resolution time, and contributed to improving customer experience (CX) and first-contact resolution rates.
Conducted root cause analysis on recurring issues, identified fraud indicators and policy gaps, and provided feedback to operations and risk teams.
*******.*******@*****.***
Indang, Cavite
Mary Ann Facundo
MARY ANN FACUNDO
DATA & QUALITY ANALYST CUSTOMER EXPERIENCE STRATEGIST LEARNING
& OPS IMPROVEMENT ADVOCATE
PROFILE
Experienced Quality and Operations Analyst with nearly two decades of proven success in customer service, quality assurance, and cross-functional collaboration. Known for transforming performance data and customer insights into actionable strategies that improve operational efficiency, elevate service quality, and support learning and development. Strong background in QA monitoring, root cause analysis, and process documentation, with a continuous improvement mindset and a passion for excellence.
EDUCATION
TOOLS &
TECHNOLOGIES
QA Platforms: Intouch,
Playvox
CRM Tools: Zendesk,
Freshdesk, SAP
Analytics: Microsoft Excel
(PivotTables, Lookup), Google
Sheets
Reporting: QA Scorecards,
Performance Dashboards
Collins Aerospace 2024-2025
Customer Service Representative
Managed end-to-end order fulfillment, coordinated across logistics and finance, and recommended workflow optimizations using operational data.
Hadaf Al Khaleej Debt Collections Agency (UAE) 2017 - 2019 Debt Collections Agent
Negotiated payments and handled delinquent accounts while maintaining professionalism and adherence to regulatory standards. Fortune Medicare Inc. 2014 - 2016
Marketing Associate
Managed and oversaw the renewal process of assigned corporate HMO accounts, ensuring all requirements and deadlines are met. Ensured that all renewals are compliant with company policies and industry regulations (e.g., DOH, Insurance Commission). 2002 - 2006
Bachelor of Science in Nursing
Emilio Aguinaldo College
Asticom Inc. 2016 - 2017
Wellness Representative
Dental Network Company 2011 - 2014
Billing Clerk
Clara International Philippines 2006 - 2011
Nurse Therapist
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