Clyde Ontal
Process Documentation Team Lead
Mabalacat, Philippines
Summary
Results-driven professional with a strong background in driving operational excellence and ensuring quality standards across various domains. Proven expertise as a Process Documentation Team Lead, Continuous Improvement Analyst, Quality Team Lead, IT Quality Auditor, and Quality Assurance Specialist. Possesses a keen eye for identifying process inefficiencies and implementing effective solutions to enhance productivity and overall performance. Demonstrates a commitment to maintaining the highest standards of quality and compliance in all projects. An analytical thinker with excellent problem-solving skills and a passion for driving continuous improvement initiatives.
Overview
10
10
years of professional experience
4
4
Certifications
1
1
Language
Work History
Process Documentation Team Lead
Crawford and Company Broadspire Philippines Inc
04.2024 - Current
- Creates Process Maps and DTPs (Desktop Procedure) for different global processes.
- Acts as on duty supervisor and first point of contact for the team.
- Monitor process documentation delivery (quality, time, progress), oversee all tasks assigned to process documentation team, ensure specifics are understood and effectively communicated, and manage adherence to set timelines.
- Provides visibility of daily or monthly data to assist the team with performance management.
- Maintain up-to-date view on risks, actions, and dependencies impacting the team
- Manage knowledge transfer for, from, and between resources, coordinating with the Risk & Control Expert to ensure resources are trained on necessary processes and capabilities. Identifies training requirements and provides training to team members as needed.
- Review and check process maps and outputs to ensure they meet quality standards
- Identify improvement opportunities and provide feedback to drive continuous improvement
- Adhere to knowledge management access rights and orchestrate uploading of content
- Completes, documents, and provides timely and accurate feedback on performance.
- Ensures proper standard operating procedures (SOP) and protocols are followed.
- Performs staff scheduling and ensures adequate staffing levels.
- Documents all staff complaints and assists in resolution.
- Assists in execution of administrative tasks deemed necessary or as required.
- Ensures service level agreements (SLA) and internal key performance indicators (KPI) are met.
- Ability to learn and apply a risk and control mindset within the team.
- Identifying individual shortcomings of team members and helping them through customized coaching.
- Hiring and promoting team members.
- Fosters an atmosphere of high employee morale through an active, fair, and consistent application of policies and procedures.
Continuous Improvement Analyst - Operational Excellence
Crawford and Company Broadspire Philippines Inc.
03.2023 - 04.2024
- A.Lean
- Observe value stream waste, drive Lean principle and methodologies for waste removal
- Facilitate Kaizen events and implement and sustain the subsequent recommendations
- Coach, and deploy Lean principles, tools and methods in the service environment
- Document success in facilitating and motivating operations teams to eliminate waste in their work processes
- Perform data analysis and prepare written reports in order to make visible the true nature of problems and opportunities
- Develop a detailed root-cause analysis for each problem, where each root cause is validated through testing, i.e. the condition or defect can be turned on or off
- Develop countermeasures that could range from basic problem containment to system changes to potential RPA.
- Generate and communicate implementation plans using Gantt charts
- Serve as an internal consultant to provide advice, support, encouragement in establishing and sustaining our Lean/continuous improvement culture
- Establish work measurement programs and analyze work samples to develop workforce standards
- Perform process mapping vs Capacity
- Develop collective lean tool box and assure its availability to lean project participants
- Support departments to execute Lean processesB. Business Process Support
- Informs immediate superior regarding problems and other matters beyond limits of authority
- Participates in special projects and performs other duties deemed necessary given by immediate superior
Quality Team Lead - Operational Excellence
Crawford And Company Broadspire Philippines Inc.
05.2020 - 03.2023
- Assists in supervising, coaching, and mentoring the team
- Acts as on duty supervisor and first point of contact for the team in-charge of running the process daily
- Provides visibility of daily or monthly data to assist the team with performance management
- Completes, documents, and provides timely and accurate feedback on performance
- Recognizes high performance and rewards accomplishments
- Listens to team member’s feedback and resolves issues or conflicts
- Identifies training requirements and provides appropriate training to team members
- Provides training assistance on new hires if necessary
- Maintains current employee availability
- Schedules and organizes shift patterns to ensure that customers are never left unattended
- Validates Audits Quality reports being sent by Training & QA
- Provides action plans and process improvements necessary for operations
- Performs/completes administrative tasks such as, but not limited to, manual payrolls, ND/OT reports, etc.
I.T. Quality Auditor
Crawford And Company Broadspire Philippines Inc.
06.2017 - 05.2020
- Utilizes available tools to track and maintain consistent quality audit review results for the Crawford Global Service Desk
- Listens to call recordings of our Global Service Desk Analysts and ensure that the agents are giving the best quality of technical assistance to our Crawford employees.
- Develops statistical reports based upon the audited data and transactions
- Identifies opportunities to improve department efficiencies based on quality statistics
- Works closely with internal clients and stakeholders to implement system improvements
- Maintains consistency with regard to department standards and procedures
- Ensures strict adherence to compliance and procedural guidelines
- Reviews all process that require extensive experience in Information Technology (IT) and ensures that quality standards are met
- Researches suggestions forwarded by staff and keeps items confidential as needed
Quality Assurance Specialist - Google Account
Cognizant Technology Solutions Philippines Inc.
07.2015 - 08.2016
- Rich Media Ads Testing: Thoroughly evaluating and testing Rich Media ad campaigns designed for YouTube, Facebook, and other social media platforms. Ensuring that ads render correctly, function seamlessly, and align with brand guidelines and performance objectives.
- Compliance Verification: Adhering to platform-specific guidelines and standards for advertising content. Conducting meticulous checks to confirm that ads meet the technical specifications, content policies, and legal requirements of each social media platform.
- Bug Identification and Troubleshooting: Methodically identifying and documenting any bugs, glitches, or inconsistencies discovered during the testing process. Collaborating with development and design teams to address and resolve issues promptly.
- Cross-Platform Compatibility: Verifying that Rich Media ads function optimally across various devices, browsers, and operating systems to deliver a consistent user experience.
- Performance Optimization: Analyzing the performance metrics of Rich Media ads to ensure optimal loading times, viewability, and interactivity. Proposing and implementing improvements to enhance ad effectiveness and user engagement.
- Test Case Development: Developing comprehensive test cases and testing plans to ensure thorough coverage of all aspects of Rich Media ad functionality and performance.
Education
Bachelor of Science - Information Technology
Angeles University Foundation
01.2014
Skills
Process Mapping
Certified Lean Expert
Quality Assurance
Time Management Aptitude
Strong Attention to Detail
Team Leadership
Continuous Improvement Mindset/Skills
Process Improvement
Technical Tools
Certification
Certified Lean Expert
Timeline
Process Documentation Team Lead
Crawford and Company Broadspire Philippines Inc
04.2024 - Current
Continuous Improvement Analyst - Operational Excellence
Crawford and Company Broadspire Philippines Inc.
03.2023 - 04.2024
Quality Team Lead - Operational Excellence
Crawford And Company Broadspire Philippines Inc.
05.2020 - 03.2023
I.T. Quality Auditor
Crawford And Company Broadspire Philippines Inc.
06.2017 - 05.2020
Quality Assurance Specialist - Google Account
Cognizant Technology Solutions Philippines Inc.
07.2015 - 08.2016
Bachelor of Science - Information Technology
Angeles University Foundation
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