CHERINE ANNE RAMOS

I lead a team of QAs who audit the calls of our team members across departments such as Intakes, Case Management, Property Damage, Referrals, Business Development, Field Representation, Litigation, Medical Billing Negotiation, Medical Counsel, and Medical Records Request. In addition to supervising the QA team, I personally audit the calls of department managers, identify improvement opportunities, and collaborate closely with operations to develop strategies that enhance both quality and performance.

I’ve successfully helped improve the efficiency and productivity of both the QA team and operations by introducing innovations like dynamic QA forms, automated reporting systems, and well-documented QA processes. These tools have made quality monitoring faster, more accurate, and easier to act on.

Beyond quality checks, my role is about driving continuous improvement—bridging data, insights, and people to create a culture of accountability, growth, and smarter workflows.

• Heads a team of trainers who provides end-to-end support, which includes new hire training and upskilling for the site.
• Collaborated with cross-functional teams to develop customized training solutions, ensuring alignment with organizational goals and objectives.
• Improved employee retention rates by creating engaging and interactive learning materials.
• Communicated all learning and performance objectives, schedules, and training assessments to upper management.
• Evaluated the effectiveness of training programs using various assessment tools, providing valuable feedback for continuous improvement initiatives.
• Monitored and evaluated training performance to determine quality and cohesiveness.
• Trained new hires to perform cross-training exercises with experienced workers.
• Organized and edited training manuals, multimedia visual aids, and other educational materials.
• Increased overall productivity by conducting regular skills gap analyses and addressing identified needs with targeted training interventions.
• Stayed abreast of industry trends and emerging best practices in talent development, ensuring the organization maintained a competitive edge in workforce capabilities.
• Established a culture of continuous learning, promoting professional development opportunities for all employees across the organization.
• Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.

• Managed and led the global RTAs, Performance and Reports Analyst Team, and the Quality Team.
• Developed a comprehensive quality assurance program that ensured all deliverables met the highest standards of quality.
• Implemented quality control measures to ensure product quality standards were met.
• Worked closely with the clients in creating and implementing performance through Tableau and Salesforce.
• Created workbooks and trained the performance analysts on dashboard creation.

• Led a team of communications trainers supporting a health care account with seven LOBs and an e-commerce account for both seller and customer service, for all sites in the Philippines.
• Successfully led the trainers in improving the focus metrics of the programs supported by identifying the bucket with the highest impact to the program; analyzing the misses that are within our scope of support, projecting the lift after 4 weeks of intervention.
• Created and implemented our action plans, which consistently resulted to more than 60% improvement rate and reached more than a 12% lift.
• Presented the action plans and results to the stakeholders and clients.
• Developed the Quality Brilliant at the Basics course for all QAs which covered the Deming Quality Chain, RCA and Dashboard creation, and DiSC Coaching which resulted to the improvement of the QAs speed of proficiency.
• Conducted the new hire training and soft skills training for a retail account.
• Developed and created a monitoring form to gauge and identify the behaviors to reinforce and the missing behaviors.
• Developed an HTML project that increased the transactions handled and the positive response rate of the agents.
• Created behavioral coaching material and facilitated the DiSC coaching training for support.

• Supervised computer-based and instructor-led training.
• Completed course evaluation among students.
• Performed administrative function for the program.
• Provided coaching on performance, attendance, and work habits.
• Facilitated training on business communication, customer service, technical support, sales delivery, data entry, data manipulation and accounting works.
• Created battery tests to prepare students for employment tests.

• Improved the team's NPS and CSAT through pre and post shift strategy; call monitoring and coaching, call dissection and huddles; minimized DSAT through soft skills; produced top performers on upselling and CSAT.
• Maintained attrition level above 80% through agent engagement.
• Improved team CSAT and NPS scores through call dissection and CSAT prediction.

• Led a team of QAs and ensures task allocation is completed.
• Analyzed quality and CSAT, and Likelihood to Renew Performance based on the audits and surveys.
• Successfully helped the program exceed billable targets through accurate audits and reports, and process implementation.