Summary
Overview
Work History
Education
Skills
Extra-Curricular Activities
Hobbies and Interests
Personal Information
Timeline
JOHN WARD PAMA

JOHN WARD PAMA

Mandaluyong

Summary

Professional leader prepared for this role. Proven ability to guide teams towards achieving objectives and enhancing productivity. Reliable and adaptable, fosters collaborative environment. Known for strategic planning and conflict resolution.

Experienced with team management and leadership. Utilizes effective communication to motivate and guide teams. Track record of implementing strategies that enhance team performance and productivity.

Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.

Overview

15
15
years of professional experience

Work History

SR. QUALITY ANALYST

CONCENTRIX
06.2023 - 03.2025
  • I am currently serving my notice period with the company, and my responsibilities include:
  • Facilitating call listening sessions with clients and operations
  • Auditing agents under the Financial LOB
  • Conducting 'Review the Reviewer' audits to assess team leaders' evaluations
  • Handling multiple LOBs, auditing their calls, and providing coaching sessions for improvement
  • Creating job aids such as 'Did You Know' (DYK) to ensure proper guidance and keep the team updated on the latest account processes for calibration
  • Providing insight reports to company leadership to highlight areas of improvement for the LOBS I handle
  • Improved product quality by implementing rigorous testing protocols and identifying areas for improvement.
  • Collaborated with Product Development teams to establish performance baselines for new products, setting high standards that guided ongoing QA efforts from inception through release.
  • Developed customized training materials for new hires, promoting rapid onboarding without compromising attention to detail or adherence to quality guidelines.

SME/POC

TELEPERFORMANCE
02.2022 - 05.2023
  • I am responsible for supporting new hires during their nesting phase by guiding them through processes on the production floor
  • In the absence of the trainer, I conduct refresher sessions, review lessons, and facilitate mock calls to assess their knowledge of the account
  • Additionally, I audit calls to evaluate agent performance and provide coaching sessions to support their improvement
  • Implemented differentiated instruction techniques to accommodate various learning styles and abilities within the classroom.

SENIOR QUALITY ANALYST

ICONNECTIONS INC.
05.2015 - 08.2018
  • I am responsible for evaluating four departments: Financial, Travel, Insurance, and Sales
  • I manage the database to ensure accuracy and stay on track before presenting the evaluation status of each department to the company's leadership
  • Collaborated with purchasing department to reconcile vendor invoices and facilitate payments.
  • Implemented efficient billing procedures to reduce outstanding receivables and improve cash flow.
  • Increased account profitability by identifying areas for cost reduction without sacrificing quality or service levels.
  • Maintained comprehensive client records within CRM systems, ensuring accurate tracking of interactions and facilitating effective follow-up activities.
  • Strengthened relationships with key clients, leading to increased repeat business.

IEP TEACHER

SHIM INTERNATIONAL SCHOOL
11.2009 - 01.2010
  • I provide lessons to Korean children focusing on reading, listening, grammar, and speaking skills
  • 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.
  • Differentiated instruction to accommodate diverse learning needs, ensuring each student had an equal opportunity for success.

Education

Bachelor of Science - Psychology

BATANGAS STATE UNIVERSITY
01.2017
  • Member of CAS Council, 2015 to 2016

Skills

  • Excel
  • Subject Matter Expert
  • GDS(Amadeus)
  • Quality
  • Quickbooks
  • Time Management
  • GDS(Worldspan)
  • GDS(Sabre)
  • Teamwork and collaboration
  • Problem-solving
  • Attention to detail
  • Critical Thinking
  • Analytical and Logical Thinking
  • Team motivation
  • Team supervision
  • People management
  • Coaching and mentoring
  • Work Planning and Prioritization
  • Performance improvement
  • Documentation and reporting
  • Goal setting
  • Performance evaluations
  • Account management

Extra-Curricular Activities

Vice President, College of Arts and Sciences (CAS), 06/01/15, 04/30/16, Oversee the Mass Communication, Fisheries Technology, Criminology, and Psychology programs., Ensure that all necessary support and resources were provided to the College of Arts and Sciences during my term.

Hobbies and Interests

  • Online Games
  • Movies
  • Anime

Personal Information

  • Date of Birth: 04/10/89
  • Nationality: Filipino
  • Marital Status: Single

Timeline

SR. QUALITY ANALYST - CONCENTRIX
06.2023 - 03.2025
SME/POC - TELEPERFORMANCE
02.2022 - 05.2023
SENIOR QUALITY ANALYST - ICONNECTIONS INC.
05.2015 - 08.2018
IEP TEACHER - SHIM INTERNATIONAL SCHOOL
11.2009 - 01.2010
BATANGAS STATE UNIVERSITY - Bachelor of Science, Psychology

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