JAYPEE MONDOÑEDO
QUALITY ANALYST
CEBU CITY
Summary
Analytical Quality Assurance Analyst with 4 years of experience in data-driven quality improvements and operational optimization. Skilled in converting complex performance metrics into effective training strategies and process enhancements. Demonstrated success in enhancing site quality and aligning service delivery with client expectations through performance monitoring and stakeholder engagement. Aiming to utilize data insights and leadership skills to drive superior customer experiences and business results.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Select VoiceCom
09.2025 - Current
- Guided applicants through complex U.S. visa processes, ensuring compliance with regulations and enhancing application accuracy.
- Developed and maintained comprehensive knowledge of visa categories and requirements, resulting in improved client satisfaction and processing speed.
- Conducted thorough assessments of client eligibility for visa applications, facilitating informed decisions and minimizing processing delays.
- Established strong relationships with clients, providing personalized support throughout the visa application journey, which fostered trust and loyalty.
- Developed strong relationships with clients through regular communication and excellent customer service.
Quality Analyst
TechMahindra Vcustomer
04.2022 - 07.2025
Subject Matter Expert (Project FUSE)
TechMahindra Vcustomer
12.2021 - 04.2022
Customer Service Representative (Project FUSE)
TechMahindra Vcustomer
07.2021 - 12.2021
CSR
TeleTech (Sears Repair Customer Care)
05.2015 - 10.2017
- Responsible for creating tech appointments for customers
- Responsible for answering general inquiries of the customers
CSR
TeleTech Customer Care Management Philippines
04.2013 - 10.2017
Classroom Coordinator
TeleTech (Intuit / BestBuy)
10.2014 - 04.2015
- Responsible for making reports regarding the training progress
- Responsible for making sure that the trainees’ work hours are tracked and plotted properly
- Responsible for making sure that the headcount data at hand matches with Talent Acquisitions’
TSR1
TeleTech (Charter Communications)
04.2013 - 08.2014
CSP1
ePerformax Contact Centers and BPO
08.2012 - 03.2013
CSP1
Stream Global Services, Inc.
09.2011 - 03.2012
Education
Undergraduate - BS Applied Physics
University of San Carlos
Cebu CitySkills
Detail-oriented approach
References
- Graham John, Jabonero, Quality Manager, 09295568693
- Mennen, Martel, Quality Team Lead, 09177779342
Timeline
Customer Service Representative
Select VoiceCom
09.2025 - Current
Quality Analyst
TechMahindra Vcustomer
04.2022 - 07.2025
Subject Matter Expert (Project FUSE)
TechMahindra Vcustomer
12.2021 - 04.2022
Customer Service Representative (Project FUSE)
TechMahindra Vcustomer
07.2021 - 12.2021
CSR
TeleTech (Sears Repair Customer Care)
05.2015 - 10.2017
Classroom Coordinator
TeleTech (Intuit / BestBuy)
10.2014 - 04.2015
CSR
TeleTech Customer Care Management Philippines
04.2013 - 10.2017
TSR1
TeleTech (Charter Communications)
04.2013 - 08.2014
CSP1
ePerformax Contact Centers and BPO
08.2012 - 03.2013
CSP1
Stream Global Services, Inc.
09.2011 - 03.2012
Undergraduate - BS Applied Physics
University of San Carlos