JOHN JANELL BUENDIA
Quezon City, Metro Manila,00
Summary
Results-oriented Operations Lead and Quality Analyst with a strong focus on process optimization and team management. Expertise in driving process improvement, stakeholder engagement, and project execution. Committed to maintaining product integrity and compliance through effective quality control and system enhancements. Proven ability to foster collaboration and adapt to changing project demands while delivering high-quality outcomes.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Quality Assurance Specialist
ECAM
Pasig, Metro Manila, Philippines (Remote)
12.2025 - Current
- Led root cause analysis and supporting investigations to pinpoint causes behind monitoring center opportunities.
- Analyzed incurred monitoring center police dispatch costs and coordinated with law enforcement to verify charge validity.
- Provided timely assistance with stakeholder inquiries related to incident reports, job site activities, and client concerns.
- Coordinated communications training delivery across lines of businesses requiring training within secondment program operations.
Quality Assurance Specialist
Snappr Inc.
11.2021 - 10.2025
- Coordinated with multiple LOBs to create AI automations, enhancing operational workflows
- Ensured that the quality of multiple LOBs is in line with the company's standards
- Initiated, managed, and completed projects created based on the business needs
- Generated detailed reports analyzing back-end data, facilitating informed decision-making
Partnerhero Shared Teams
PartnerHero
08.2020 - 11.2021
- Standardized customer service structures for new LOBs
- Handled customer interactions and provided feedback to stakeholders, optimizing processes for improved response times
- Designed, implemented, and tested workflows, ensuring operational consistency and enhancing efficiency
Operations Support Executive
Wunder Mobility
09.2018 - 09.2019
- Cultivated relationships with partners, agencies, and vendors to enhance marketing initiatives
- Ensured brand consistency across all marketing channels and materials, reinforcing brand integrity
- Led cross-functional execution of client initiatives, aligning product, operations, and commercial teams.
- Managed strategic relationships with partners, ensuring responsive communication and contract alignment.
- Developed account plans that improved pipeline visibility and supported revenue growth priorities.
Sr. Community Operations Specialist
Uber
06.2016 - 09.2018
- Led team of Community Operations Specialists handling phone, email, and chat support to ensure high-quality customer interactions
- Developed quality standards and processes for new lines of business integrated into operations
- Audited work completed by BPO partners to maintain quality compliance and operational standards
Community Operations Specialist
Uber
10.2015 - 06.2016
- Provided end-point support for BPO companies requiring assistance in escalated cases
- Managed community escalations, resolving complex user issues with policy-aligned responses.
- Reviewed account cases for compliance, identifying abuse, fraud, and platform misuse patterns.
- Coordinated cross-functional follow-up with support, policy, and product teams on sensitive incidents.
Customer First Champion
Telstra International Philippines, Inc.
09.2013 - 03.2015
- Provided support to Telstra Business customers on account management and business consulting needs.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Education
High School Diploma -
Iloilo Central Commercial High School
Iloilo City, Province Of Iloilo, Philippines03-2007
Skills
- Quality Control & Analysis
- Quality assessment
- Project Management & Improvement
- Project Delivery
- AI Quality Assurance
- AI Automation Development
- Analytical thinking
- Problem-solving skills
- Team Management
- Detail-oriented
Accomplishments
- Selected as a part of the 'President's Club', a prestigious title where the CEO of the company chooses a handful of people to come with him for a week long workshop, developing our leadership and communication skills
- Successfully authored multiple AI automations to help QA communications across multiple LOBs
- Lead multiple successful projects to create QA systems for multiple LOBs
Certification
- Lean Six Sigma Certification
- De La Salle-College of Saint Benilde, SPACE Program
- September, 2024
Timeline
Quality Assurance Specialist
ECAM
12.2025 - Current
Quality Assurance Specialist
Snappr Inc.
11.2021 - 10.2025
Partnerhero Shared Teams
PartnerHero
08.2020 - 11.2021
Operations Support Executive
Wunder Mobility
09.2018 - 09.2019
Sr. Community Operations Specialist
Uber
06.2016 - 09.2018
Community Operations Specialist
Uber
10.2015 - 06.2016
Customer First Champion
Telstra International Philippines, Inc.
09.2013 - 03.2015
High School Diploma -
Iloilo Central Commercial High School