Clarisse Reyes
1780 Kahilum 1 Pandacan Manila
Summary
Driven Quality Assurance Analyst with a proven track record at Alorica for enhancing product compliance and reducing defect rates. Excelled in mentoring and leveraging collaboration and communication skills to boost departmental efficiency. Skilled in MS Office and knowledgeable in FDA regulations, consistently ensuring project alignment with industry standards.
Overview
10
10
years of professional experience
Work History
Quality Assurance Analyst -United Healthcare
Alorica
07.2017 - Current
- Facilitating weekly calibration and call listening with clients, training team and operations.
- Respond to operations email, scoring validation and reports.
- Reduced defect rates through meticulous attention to detail during deliberations, working closely with the training team to address any identified issues quickly.
- Mentored and coached newly hired team members on QA process and Quality compliance policies and procedure during Quality talk.
- Led training sessions for new QA analysts, increasing departmental efficiency and knowledge sharing.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Enhanced product compliance with industry standards by diligently verifying adherence to regulatory requirements.
Customer Service Representative -United Healthcare
Alorica
08.2016 - 07.2017
- Responded to customer inquiries about the insurance benefits, account updates and member materials request.
- Assisted customers in navigating company website and placing phone orders, improving overall user experience.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative -Bank of America
West Contact Services
03.2015 - 08.2016
- Processing credit card applications.
- Responded to customer requests about credit card benefits and inquiries.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
BS In Hotel And Restaurant Management - Institutional Management
St. Paul University Manila
680 Pedro Gil St, Malate, 1004 Metro Manila03.2014
High School Diploma -
Concordia College
1739 Pedro Gil St, Paco, 1007 Metro Manila03.2010
Skills
- Quality processes
- Mentoring and training
- Collaboration and communication
- Self motivated/ability to complete task on time with minimal supervision
- Documentation skills
- Knowledgeable in MS Office application
- HIPAA regulations
Timeline
Quality Assurance Analyst -United Healthcare
Alorica
07.2017 - Current
Customer Service Representative -United Healthcare
Alorica
08.2016 - 07.2017
Customer Service Representative -Bank of America
West Contact Services
03.2015 - 08.2016
BS In Hotel And Restaurant Management - Institutional Management
St. Paul University Manila
High School Diploma -
Concordia College
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