Christian Bermas
Phase 4 Block 9 Lot 29 Matalino St. Fiesta Communities Brgy. Tabun Mabalacat City Pampanga
Summary
Strategic Quality Analyst versed in developing standard operating procedures and training materials to promote adherence to quality standards. Dedicated to identifying operational pain points and implementing actionable improvements reduce corporate costs and increase consistency of quality.
Overview
13
13
years of professional experience
Work History
Quality Assurance Analyst
Universal Access and Systems Solutions
Angeles City
03.2021 - Current
Duties and Responsibilities:
-Quality Assurance Analyst
May 2022 to Present
- Quality Assurance: Call/Chat monitoring, performance evaluation, feedback delivery, process improvement
- Data Analysis: Proficient in analyzing performance metrics, identifying trends, and reporting insights
- Customer Service: Strong understanding of customer service best practices and industry standards
- Communication: Effective in providing clear, constructive feedback and facilitating training sessions
- Technical Proficiency: Familiar with quality monitoring tools (e.g., NICE, Verint), CRM systems (e.g., Salesforce, Zendesk), and data analysis software (e.g., Excel, Google Sheets)
-Technical Support
March 3, 2021, to May 2022
- Assist consumers in resolving product or service-related technical issues via chat and emails
Service Crew Member
Clean Edge Manpower Solution
Mabalacat City
03.2012 - 02.2019
JOLLIBEE FOODS CORPORATION DAU BRANCH
Dau 2010 Mabalacat City Pampanga
March 2012- February 2014
JOLLIBEE FOODS CORPORATION MABALACAT BRANCH
Mc Arthur Highway, Poblacion 2010 Mabalacat City
February 2014- May 2014
CHOWKING MABALACAT BRANCH
Mc Arthur Highway, Poblacion 2010 Mabalacat City
May 2014- February 2019
Duties and Responsibilities:
-Service crew/ Team Leader
Certify as a Dining/ Drive thru trainer by training Manager in the use of four step
approach standard procedure of the company.
Education
Bachelor of Science - Information Technology
Mabalacat City College
Rizal St. Dolores, Mabalacat City 11-2020
Skills
- Technical Analysis
- QA reporting
- Documentation and materials
- Quality Assurance
- Call Monitoring
- Critical thinking abilities
- Supplier audits
- Data Analysis
- Quality Assurance Controls
- Root Cause Analysis
- Report Analysis
- Quality processes
Accomplishments
- Company Ambassador (UAS)
- Best Quality Analyst Awardee (1st Quarter of the year 2022)
Languages
Tagalog
First Language
English
Upper Intermediate (B2)
B2
Affiliations
- Playing Basket Ball
- Travelling
- Playing Mobile Games (Mobile Legend and PUBG)
References
References available upon request.
Timeline
Quality Assurance Analyst
Universal Access and Systems Solutions
03.2021 - Current
Service Crew Member
Clean Edge Manpower Solution
03.2012 - 02.2019
Bachelor of Science - Information Technology
Mabalacat City College
Similar Profiles
Jefferson TuazonJefferson Tuazon
Technology Lead Data Center at Universal Access and Systems Solutions Inc.Technology Lead Data Center at Universal Access and Systems Solutions Inc.
Kevin Ivan Feliciano ManlapazKevin Ivan Feliciano Manlapaz
Customer Service Representative (Converge ICT) at Universal Access And Systems SolutionsCustomer Service Representative (Converge ICT) at Universal Access And Systems Solutions
Jamel WesleyJamel Wesley
Security Advisor at Allied Universal Security Services, Systems and SolutionsSecurity Advisor at Allied Universal Security Services, Systems and Solutions