Summary
Overview
Work History
Education
Skills
Certification
Timeline
References
Generic
John Paulo Mulawin

John Paulo Mulawin

Pasig City

Summary

Quality Analyst with a track record of driving process improvements and implementing quality metrics that enhance accuracy and efficiency. Skilled in root cause analysis and managing end-to-end order and billing operations, consistently delivering timely, error-free results that improve customer satisfaction.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Quality Assurance Analyst

Infosys BPM
03.2023 - 05.2025
  • Conduct detailed statistical analysis to identify trends, issues, and areas for improvement in product and process quality.
  • Perform regular quality assurance audits to ensure adherence to established standards and regulatory compliance. Like monthly, weekly, error trends, etc. reports.
  • Communicate quantitative and qualitative findings from test results to the Quality team.
  • Preparing QA decks, conducting Triad, Training sessions including (Knowledge call, One-on-one coaching, and Calibration).
  • Collaborated with cross-functional teams to identify defects and enhance product quality.
  • Mentored and coached team members on QA topics and strategies.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.

Financial Analyst

Infosys BPM
11.2020 - 03.2023
  • Develop and generate regular reports on billing procedures, policies, and practices to improve efficiency and accuracy.
  • Issuing and sending the correct information for the invoices to the customer and handling customer service inquiries through email and support center cases.
  • Preparing reports and meeting billing deadlines.
  • Conducted Root Cause Analysis to resolve customer billing discrepancies and disputes by managing support center cases in Salesforce (SFDC).


Order Manager

Infosys BPM
11.2017 - 12.2020
  • Managed the complete order lifecycle, from order entry to circuit activation, ensuring accuracy and timely delivery.
  • Processed orders received from the Gatekeeper and assigned to the Front-End team for entry.
  • Performed order entry, validating all details before submission; if information was missing, communicated with clients via Support Center Cases (SFDC) to request and verify details.
  • Oversaw back-end validation, ensuring orders were correct, compliant, and ready for technician scheduling.
  • Coordinated with clients and technicians on milestone dates to resolve issues and prevent order delays.
  • Tracked orders through to full circuit installation and activation, ensuring smooth delivery and customer satisfaction.
  • Maintained proactive communication throughout the process to ensure high-quality service and on-time activation.

Loan Processor

PSBank
07.2017 - 10.2017
  • Preparing, reviewing, and submitting loan applications for various products, including credit cards, loans, and mortgages.
  • Identifies any discrepancies or issues in the documentation and takes appropriate action.
  • Ensures compliance with bank policies and procedures.

Education

Bachelor of Science - Mathematics Major in Computer Science

Bulacan State University
Malolos, Province Of Bulacan, Philippines
06-2017

Skills

  • Communication
  • Problem-solving
  • Attention to detail
  • Time management
  • Organizational skills
  • Created and revised procedures, checklist and job aids that resulted in process consistency and reduced error disputes
  • Strong understanding of accounting principles, financial reporting, and auditing
  • Basic knowledge in programming (Visual Basic Net and C)

Certification

  • CS100 Customer Service A Way of Life
  • BPO Design Thinking
  • Continuous Improvement & Cultural Intelligence
  • SF Telecom Industry T100 Training

Timeline

Quality Assurance Analyst

Infosys BPM
03.2023 - 05.2025

Financial Analyst

Infosys BPM
11.2020 - 03.2023

Order Manager

Infosys BPM
11.2017 - 12.2020

Loan Processor

PSBank
07.2017 - 10.2017

Bachelor of Science - Mathematics Major in Computer Science

Bulacan State University

References

Joey, Sta. Ana, Operation Manager, joey_staana@infosys.com, +63 995 436 6668, Infosys BPM


Vincent Paul Caguitla, Operation Manager, vincent_caguitla@infosys.com, +63 917 881 7482, Infosys BPM

John Paulo Mulawin