Jordan Fredirick Yu
Quality Supervisor
Caloocan City, Metro Manila
Summary
Certified Lean Six Sigma Yellow Belt Quality Supervisor with comprehensive experience in Quality Assurance. Superb communication and organizational abilities and in-depth knowledge of quality control standards. Proficient in all QA operations, policies and procedures. Experience hiring and developing individual team members. Committed to thoroughly assessing quality customer service and product processes to achieve excellent results and customer satisfaction.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Quality Supervisor
Concentrix
Santa Cruz, Metro Manila
05.2022 - Current
- Trained workers in different departments in improved procedures designed to enhance quality and eliminate errors.
- Collaborated with cross-functional teams to establish quality standards and ensure compliance with industry regulations.
- Recorded, analyzed, and distributed statistical information through Root Cause Analysis
- Evaluated interactions between associates and customers to assess personnel performance.
- Supported audits and led teams to fully investigate quality control processes and root out deficiencies.
- Supervised and directed quality control personnel through effective mentoring, coaching and work delegation.
- Implemented robust documentation systems for tracking non-conformances, corrective actions, preventative measures, and process improvements over time.
- Streamlined quality control procedures for increased efficiency and reduced errors in auditing
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Worked flexible hours across night, weekend, and holiday shifts.
- Excellent communication skills, both verbal and written.
- Identified issues, analyzed information and provided solutions to problems.
- Self-motivated, with a strong sense of personal responsibility.
Quality Evaluator
Concentrix
Santa Cruz, Metro Manila
03.2020 - 05.2022
- Trained and mentored new hires to apply best practices and comply with quality control guidelines and regulations.
- Reduced customer complaints by conducting regular audits and addressing identified issues proactively.
- Served as a subject matter expert on various aspects of quality assurance within the organization, providing guidance when needed for decision-making purposes.
- Recorded and organized data for report generation and analysis.
- Collaborated with cross-functional teams to ensure consistent quality standards across all departments.
- Performed root cause analysis to identify and resolve defects, improving quality standards.
- Participated in team meetings to discuss progress and results, providing ideas and suggestions for improvement.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Developed strong communication and organizational skills through working on group projects.
- Cultivated interpersonal skills by building positive relationships with others.
- Gained extensive knowledge in data entry, analysis and reporting.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Escalations Specialist, Compliance
Concentrix
Santa Cruz, Metro Manila
03.2016 - 03.2020
- Assisted in the development of training materials focused on escalation procedures, contributing to enhanced team performance.
- Conducted root cause analysis on recurring issues, identifying areas for improvement and implementing necessary changes.
- Created and maintained detailed database to develop solutions for common reasons for escalation
- Delivered prompt service to prioritize customer needs.
- Collaborated with cross-functional teams to address systemic issues and develop process improvements for escalation management.
- Responded proactively and positively to rapid change.
- Trained staff on operating procedures and company services.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and provided backup support for organizational leadership.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Organized and detail-oriented with a strong work ethic.
Customer Service Representative
Concentrix
Santa Cruz, Metro Manila
12.2010 - 03.2016
- Educated customers about billing, payment processing and support policies and procedures.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Responded to customer requests for products, services, and company information.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Provided excellent customer care by resolving technical issues
- Provided excellent customer care by resolving billing issues
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Self-motivated, with a strong sense of personal responsibility.
- Resolved problems, improved operations and provided exceptional service.
Education
No Degree - Diploma in Hotel And Restaurant Management
ABE International Business Collage
Caloocan City, Metro Manila, Philippines 04.2001 -
Skills
- Standard Operating Procedures
- QMS
- Process Improvement
- Continuous Improvement
- Critical Thinking
- Customer Service
- Process Validation
- Statistical Analysis
- Microsoft Office
- Six Sigma Methodologies
- Process Analysis
- Teamwork and Collaboration
Certification
Certified Lean Six Sigma Yellow Belt
Timeline
Certified Lean Six Sigma Yellow Belt
04-2024
Quality Supervisor
Concentrix
05.2022 - Current
Quality Evaluator
Concentrix
03.2020 - 05.2022
Escalations Specialist, Compliance
Concentrix
03.2016 - 03.2020
Customer Service Representative
Concentrix
12.2010 - 03.2016
No Degree - Diploma in Hotel And Restaurant Management
ABE International Business Collage
04.2001 -
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