JOANNA E. BATAC
San Jose Baliuag
Summary
Dedicated Quality Assurance Analyst with a proven track record in enhancing team workflows and driving high productivity. Experienced in conducting internal audits and collaborating with management to address quality trends, ensuring adherence to established standards.
Overview
18
18
years of professional experience
Work History
Administrative Assistant
Clarity Financial LLC
Virginia
04.2026 - Current
- Managed scheduling and calendar coordination for executive team meetings.
- Facilitated communication between departments to streamline workflow processes.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
Quality Assurance Analyst
INTELOGIX
Pasig City
10.2023 - 06.2026
- Communicated regularly with management to discuss quality trends.
- Conducted internal audits to measure adherence to established QA standards.
- Assisted other members of the QA team in identifying areas for improvement in processes and procedures.
- Used quality monitoring system to compile and track individual and team performance.
- Worked with team members to create efficient workflows, resulting in high productivity.
CSR
UNIFIN INC.
Clark Pampanga
07.2023 - 08.2023
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Managed customer inquiries through phone and email communication.
- Resolved customer complaints with empathy and effective solutions.
- Processed orders and returns using company software systems.
HR Executive
WNS Global Services
Quezon City
02.2023 - 05.2023
- Developed and implemented recruiting strategies to attract qualified candidates.
- Coordinated recruitment efforts to attract top talent for various positions.
- Hired employees and processed hiring-related paperwork.
- Reviewed job applications for accuracy before forwarding them onto the appropriate departments for further consideration.
- Managed HR information systems to maintain accurate employee records.
Teammate
TASKUS
Meycauayan Bulacan
02.2022 - 05.2022
- Assisted with customer requests and answered questions to improve satisfaction.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Recruitment Specialist
VXI under the Agency CMB
Quezon City
08.2021 - 12.2021
- Coordinated recruitment efforts across multiple departments within a large BPO organization.
- Screened resumes and conducted initial interviews to assess candidate qualifications.
- Identified potential candidates through job postings, online databases, and referrals.
- Conducted initial phone screenings with prospective candidates.
Collections Specialist
CLOUDSTAFF
Angeles City Pampanga Site
02.2021 - 05.2021
- Managed account collections to ensure timely payments and minimize delinquency.
- Managed customer accounts to ensure timely payment and resolve discrepancies.
- Negotiated payment plans with clients to facilitate debt recovery and maintain relationships.
- Conducted regular account reviews to identify overdue balances and initiate follow-up actions.
Team Lead
TORO Cloud
Clarkfield Pampanga
08.2016 - 07.2020
- Coordinated team meetings to discuss project progress and resolve issues.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Mentored junior team members on best practices and company standards.
- Oversaw quality assurance processes to ensure service reliability and performance.
- Facilitated communication between teams to streamline project delivery.
Customer Service Representative
TELETECH
SM San Fernando Pampanga Site
11.2015 - 02.2016
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with inquiries and resolved issues efficiently.
- Managed customer accounts using CRM software to track interactions.
- Collaborated with team members to improve service delivery processes.
CSR/TSR
WEST CONTACT SERVICES
Makati City
03.2014 - 10.2015
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Assisted customers with inquiries and resolved issues efficiently.
- Managed high-volume calls while maintaining a positive attitude.
- Educated customers on services and product features effectively.
CSR/TSR
CONVERGYS
SM Megamall Site
12.2013 - 03.2014
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided exceptional customer support through phone and email interactions.
- Resolved customer inquiries using company knowledge base and resources.
- Documented customer feedback and reported issues to management for resolution.
Customer Service Representative
TSS TRIXAN SUPPORT SERVICES
Clarkfield Pampanga
02.2012 - 10.2013
- Assisted customers with inquiries and provided product information.
- Resolved customer inquiries through multiple communication channels.
- Assisted customers with product selection and order processing.
- Handled escalated issues, providing effective solutions promptly.
Customer Service Representative
SUTHERLAND GLOBAL SERVICES
Clarkfield Pampanga
08.2008 - 02.2012
- Resolved customer complaints to ensure satisfaction and loyalty.
- Assisted customers with inquiries and resolved issues efficiently.
- Handled escalated complaints with professionalism and empathy.
Education
Bachelor of Science -
Baliuag University
Baliuag Bulacan03-2003
Skills
- Quality assurance
- Quality control analysis
- User acceptance testing
- Test case development
- Process improvement
- Data analysis
- Complaint resolution
- Telephone etiquette
- Recruitment and selection
- Initial interviewing
- Active listening
Timeline
Administrative Assistant
Clarity Financial LLC
04.2026 - Current
Quality Assurance Analyst
INTELOGIX
10.2023 - 06.2026
CSR
UNIFIN INC.
07.2023 - 08.2023
HR Executive
WNS Global Services
02.2023 - 05.2023
Teammate
TASKUS
02.2022 - 05.2022
Recruitment Specialist
VXI under the Agency CMB
08.2021 - 12.2021
Collections Specialist
CLOUDSTAFF
02.2021 - 05.2021
Team Lead
TORO Cloud
08.2016 - 07.2020
Customer Service Representative
TELETECH
11.2015 - 02.2016
CSR/TSR
WEST CONTACT SERVICES
03.2014 - 10.2015
CSR/TSR
CONVERGYS
12.2013 - 03.2014
Customer Service Representative
TSS TRIXAN SUPPORT SERVICES
02.2012 - 10.2013
Customer Service Representative
SUTHERLAND GLOBAL SERVICES
08.2008 - 02.2012
Bachelor of Science -
Baliuag University