Overview
Work History
Timeline
Hi, I’m

JOHN CARLO T. MORALES

Manggahan Pasig City

Overview

16
years of professional experience

Work History

Pru Life U.K.
Taguig City

Assistant Manager Operational Excellence
01.2021 - 10.2024

Job overview

  • Audit Management: Identifies audit sample size, assigns tasks, and sets completion targets. Ensures timely and accurate delivery of QA assignments.
  • Audit Review: Reviews audit disputes and provides accurate audit reports with analysis.
  • Process Improvement: Leads team in identifying and implementing process improvements based on audit results.
  • Collaboration: Works with cross-functional teams to enhance service delivery and customer experience through streamlined processes.
  • Service Improvement: Participates in service improvement projects and task forces using agile and Human-Centered Design standards.
  • Process Documentation: Monitors and documents team processes, ensuring proper safekeeping.
  • Internal Bulletins: Manages preparation, release, and safekeeping of internal bulletins.
  • Training and Development: Conducts training needs analysis, prepares learning materials, and monitors training effectiveness.
  • Team Planning and Coaching: Facilitates team planning, identifies risks, conducts coaching sessions, and implements initiatives to achieve goals.
  • Innovation Support: Champions innovation through understanding processes and conducting research on industry trends.
  • Compliance and Risk Management: Ensures compliance with company policies and standards, reporting matters to the Compliance Officer.
  • Additional Duties: Performs other assigned duties and supports team engagement and wellness.

Pru Life U.K.
Taguig City

Project Scrum Master
11.2022 - 10.2024

Job overview

  • Facilitation: Organizes and leads sprint planning, daily stand-ups, sprint reviews, and sprint retrospectives.
  • Coaching and Mentoring: Coaches the team on Agile principles, resolves conflicts, and promotes stakeholder collaboration.
  • Process Management: Assists the Product Owner with backlog management, ensures adherence to Scrum practices, and removes impediments.
  • Monitoring and Reporting: Tracks progress using Agile metrics and generates reports on sprint progress and team performance.

Pru Life U.K.
Taguig City

Senior Quality Assurance Supervisor
01.2019 - 12.2020

Job overview

  • Service Delivery Audit: Analyzes inbound and outbound calls, chats, and emails to identify areas not meeting performance standards.
  • Feedback and Recommendations: Provides structured and timely feedback to leadership based on audit results.
  • Collaboration: Works with leadership to streamline processes and enhance service delivery and customer experience.
  • Training Coordination: Prepares and coordinates training for new hires and performs mock calls to determine their readiness.
  • Feedback Sessions: Conducts feedback sessions with Customer Service Representatives on call audit results.
  • Group Coaching: Develops and conducts targeted group coaching sessions to address service quality and improvement opportunities.
  • Management Reports: Assists in preparing management reports and documentation.
  • Process Improvement: Assesses existing practices for improvement, proposes, and implements process enhancements.
  • Service Improvement Projects: Participates in and helps implement process improvement initiatives.
  • UAT: Conducts user acceptance testing (UAT) for new systems to ensure readiness.
  • Case Monitoring: Monitors pending cases and prepares reports for back-office resolution.
  • Case Management: Assists in consolidating, escalating, monitoring, and reporting pending transactions.

Pru Life U.K.
Taguig City

Senior Quality Assurance Specialist
06.2017 - 12.2018

Job overview

  • Quality Assurance Leadership: Leads the QA Team to ensure Contact Center compliance with company standards.
  • Team Mentoring: Assists the Contact Center Lead in mentoring the team and ensures timely delivery of QA metrics.
  • Group Coaching: Leads coaching sessions addressing service quality and improvement opportunities.
  • Performance Analysis: Analyzes inbound, outbound calls, and emails to provide recommendations on performance gaps.
  • Staff Coaching: Mentors and coaches' staff, facilitates regular meetings, and discusses projects and objectives.
  • Training Coordination: Prepares training requirements and coordinates scheduling with other departments.
  • Hiring Assistance: Assists in hiring and onboarding new hires.
  • Performance Appraisal: Manages performance appraisals and professional development of the QA team.
  • Management Reporting: Assists in preparing management reports and documentation.
  • Case Management: Assists in consolidation, escalation, and reporting of pending transactions.
  • Process Improvement: Leads customer service and process improvement initiatives.
  • Process Documentation: Conducts review and standardization of team processes.
  • Service Improvement Projects: Participates in and implements process improvement initiatives.
  • Team Projects: Manages team projects and user-acceptance testing.
  • Rewards Program: Manages validation and preparation of the Rewards and Recognition Program.
  • Complaint Review: Reviews and handles complaints regarding Contact Center staff.
  • Compliance Standards: Ensures alignment with Risk and Compliance Standards, reports non-compliance, and submits AMLA reports. Understands and adheres to company's Compliance Standards, reports compliance matters openly and honestly to the Compliance Officer.

Pru Life U.K.
Taguig City

Specialist
03.2012 - 06.2017

Job overview

  • Client Inquiries: Provide accurate and timely answers to inquiries from all contact channels such as phone, e-mail, & chat.
  • Complaint Resolution: Facilitate and resolve complaints in coordination with the Team Lead and concerned staff/unit.
  • Care Calls Campaigns: Manage and monitor campaigns to improve customer loyalty and retention.
  • Correspondence Preparation: Prepare standard and non-standard correspondences for approval and signature.
  • Financial Quotations: Check and validate the accuracy of financial quotations and certifications.
  • Knowledge Enhancement: Participate in training other team members. Assist in enhancing and developing the knowledge and skills of junior staff.
  • Quality Assurance: Assist in quality assurance activities and projects.
  • Management Reports: Assist in preparing management reports and documentation.
  • Service Improvement: Conceptualize and implement service improvement projects.
  • Transaction Processing: Process transactions within provided authority.
  • Daily Reports: Prepare and monitor daily accomplishment reports.
  • Call Tracking: Log all transactions in the Call Tracking System within 24 hours.
  • Compliance Standards: Ensure compliance with AMLA requirements and report to the Compliance Officer. Understand and adhere to the company's Compliance Standards, reporting all compliance matters as required.

Philippine Prudential Life
Makati City

Sales Consultant
06.2008 - 09.2008

Job overview

  • Responsible directly to marketing.
  • Create an initial rapport with the clients.
  • Build clients trust to the company.
  • Present and offer the company's product to the clients.

Tanay Rural Bank
Tanay, Rizal

Bank Teller
10.2008 - 02.2012

Job overview

  • Deals directly with the clients and perform routine banking transactions (e.g. deposits, withdrawals encashments, and loan payments).
  • Check the validity and release cash disbursements.
  • Furnish a daily transaction report and submit to the immediate supervisor for review.
  • Responsible for filing of bank transaction slips (e.g. deposit slips, withdrawal slips, checks, and original receipts for loan payments).
  • Perform other tasks given by the supervisor such as accounts receivable monitoring and furnish daily overall bank branch transaction report.

Timeline

Project Scrum Master
Pru Life U.K.
11.2022 - 10.2024
Assistant Manager Operational Excellence
Pru Life U.K.
01.2021 - 10.2024
Senior Quality Assurance Supervisor
Pru Life U.K.
01.2019 - 12.2020
Senior Quality Assurance Specialist
Pru Life U.K.
06.2017 - 12.2018
Specialist
Pru Life U.K.
03.2012 - 06.2017
Bank Teller
Tanay Rural Bank
10.2008 - 02.2012
Sales Consultant
Philippine Prudential Life
06.2008 - 09.2008

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JOHN CARLO T. MORALES