Jennifer Bonggot
Quality Process Specialist
Marikina City
Summary
A highly motivated and experienced professional with a solid background in quality assurance and training, consistently driving positive results in dynamic environments. Proven ability to lead and develop teams, improve processes, and ensure customer satisfaction. Adept at analyzing data to inform strategic decisions and effectively communicate insights.
Overview
16
16
years of professional experience
Work History
Process Specialist
Cognizant Technologies Solutions
02.2018 - Current
- Conducting regular process reviews, identifying inefficiencies and implementing improvements that led to increased quality scores which positively impacted customer satisfaction and sales conversion and retention rates
- Serving as a subject matter expert for process-related inquiries, providing guidance to colleagues when needed
- Streamlining communication within the team, leading to better project coordination and timely completion of tasks
- Conducting regular audits of agent-customer interactions, identifying areas for improvement and recommending corrective actions
- Leading root cause analysis efforts on process failures, preventing future occurrences through corrective action implementation
- Developing user-friendly documentation for processes, increasing employee understanding and reducing training time
- Designing and executing training programs for new hires, fostering a culture of continuous learning among employees
- Reporting quality data and providing insights about top error drivers, their root cause and suggested action items
- Supervising team of process specialists during peek seasons to enhance accountability, develop professional skills and improve efficiency
VOC Supervisor
Telepeformance
03.2013 - 01.2018
- Oversaw daily tasks of survey scrubbers, ensuring smooth workflow and timely completion of tasks
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions via the close-the-loop program
- Managed CSAT data and presented insights to clients and other stakeholders
- Facilitated VOC war rooms and training sessions
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity
- Functioned as a Quality Supervisor overseeing a QA team with 20 members at most
- Facilitated classes as a Product Trainer
Licensed Teacher
Magis Academy
04.2010 - 03.2013
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities
- Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child's educational journey
- Assessed student performance regularly using both formative and summative assessments to inform future lesson planning
- Designed curriculum materials and lesson plans
Education
Bachelor of Technical Teacher Education - Education
Marikina Polytechnic College
Marikina City 04.2001 -
Skills
- Process Compliance & Auditing
- Process Improvement
- Training & Coaching
- Supervision & Leadership
- Feedback Loop Management
- Data Extraction & Narrative
Timeline
Process Specialist
Cognizant Technologies Solutions
02.2018 - Current
VOC Supervisor
Telepeformance
03.2013 - 01.2018
Licensed Teacher
Magis Academy
04.2010 - 03.2013
Bachelor of Technical Teacher Education - Education
Marikina Polytechnic College
04.2001 -