Kathleen Ann Margaret Patron
Quality Assurance Officer
Taguig
Summary
In-depth Quality Assurance Specialist with success in prioritization and multitasking. Exceptional communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures. Determined Quality Assurance Specialist with dedication to quality and accuracy. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills. Thorough Quality Assurance Specialist with 9-year background in Quality. Excellent resource management and allocation skills. Outstanding communication, organizational and time management talents.
Overview
18
18
years of professional experience
15
15
years of post-secondary education
Work History
Quality Officer
TDCX Philippines
Pasig City
10.2019 - Current
- Account: Project Like NA
- Ensured compliance with industry regulations and standards by maintaining up-to-date knowledge of best practices and participating in relevant training programs.
- Enhanced customer satisfaction by addressing and resolving quality-related issues in a timely manner.
- Analyzed data from product testing, identifying trends and opportunities for improvement in both design and production processes.
- Reduced defect rates through meticulous attention to detail during code reviews, working closely with developers to address any identified issues quickly.
- Evaluated new tools and techniques to stay current on market trends, incorporating innovative approaches into the QA process when applicable.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
Quality Assurance Specialist
Chronos Innovative Strategies Corporation
06.2018 - 09.2019
- Healthcare Account/ Sales
- Reduced defect rates through meticulous attention to detail during code reviews, working closely with developers to address any identified issues quickly.
- Evaluated new tools and techniques to stay current on market trends, incorporating innovative approaches into the QA process when applicable.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
Quality Assurance Specialist
Transcom Philippines
07.2015 - 06.2018
- Account: Samsung Australia Mobile phones
- Reduced defect rates through meticulous attention to detail during code reviews, working closely with developers to address any identified issues quickly.
- Evaluated new tools and techniques to stay current on market trends, incorporating innovative approaches into the QA process when applicable.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
Chat Support for Samsung Australia HHP
Transcom Philippines
01.2014 - 07.2015
- Continuously improved personal performance by participating in training sessions and staying up-to-date on product developments.
- Maintained extensive knowledge of company policies, procedures, and offerings to effectively address customer needs.
Customer Interaction Associate
Sutherland Global Services
03.2013 - 08.2013
- Account: Ebay Trust and Safety Department
- Worked closely with other departments to address cross-functional issues affecting the customer experience positively.
Technical Support for T-Mobile USA.
C3/ Customer Contact Channel
05.2012 - 10.2012
- Conducted routine system maintenance, optimizing performance for end-users and minimizing potential problems.
- Implemented proactive solutions to prevent recurring issues, reducing overall support tickets and improving user experience.
- Collaborated with cross-functional teams to address complex customer issues, ensuring a seamless support experience.
- Enabled seamless software updates by guiding users through installation processes step-by-step over phone or email communications effectively.
Forum Support for Samsung.com website
Telus International Philippines / Harte-Hanks
10.2010 - 07.2011
- Account: Samsung STA (Mobile Phones US)
- Identified common customer pain points, working proactively with the product development team to address concerns through software improvements or feature additions.
- Reduced response time for customer queries, implementing efficient workflows in handling support tickets.
Level 1/ Email Support Department
Telus International Philippines / Harte-Hanks
05.2010 - 10.2010
- Account: Samsung STA (Mobile Phones US)
- Assisted customers with product troubleshooting and provided relevant solutions to ensure their needs were met.
- Conducted regular follow-ups with customers to confirm resolution of their concerns and promote ongoing satisfaction.
Supervisor – Escalations Department
Telus International Philippines / Harte-Hanks
05.2008 - 05.2010
- Account: Samsung STA (Mobile Phones US)
- Provided guidance to team members in resolving high-stakes customer concerns, ensuring timely and appropriate solutions were provided.
Level 1 - Technical Support Representative
Telus International Philippines / Harte-Hanks
05.2007 - 05.2008
- Account: Samsung STA (Mobile Phones US)
- Educated customers on preventative maintenance techniques, reducing the frequency of support calls.
- Leveraged strong communication skills to explain complex technical concepts in layman''s terms.
Level 1 - Technical Support Representative
Telus International Philippines / Harte-Hanks
10.2006 - 03.2007
- Account: FEDEX
- Leveraged strong communication skills to explain complex technical concepts in layman''s terms.
- Developed comprehensive knowledge of company products and services to provide expert assistance to clients.
Accessories Designer
Jo Oreña
Makati
01.2006 - 03.2006
- Accessory Designer
- Managed multiple design projects simultaneously, ensuring timely delivery within budget constraints.
Education
Institute of Fine Arts – Advertising - Fine Arts – Advertising
Philippine Women’s University
Taft, Manila 06.2004 - 01.2006
Bachelor of Fine Arts - Major in Advertising - Fine Arts - Major in Advertising
College of The Holy Spirit – Manila
Metro, Manila 01.2001 - 01.2004
High School Diploma -
Our Lady of Guadalupe Catholic School
Guadalupe Nuevo, Makati City 01.1997 - 01.2001
Primary School -
Pitogo Elementary School
Pitogo, Makati City 01.1991 - 01.1997
Skills
Customer Service
Technical Support
Audit Assistance
Data Capture and Analysis
Data Entry
Operations Monitoring
Corrective Actions
Attention to Detail
Critical Thinking
Technical Troubleshooting
Documentation
Report Preparation
Documentation and Reporting
Data Analysis
Quality Assurance
External Audits
Competitions And Achievements
- Student Councilor, July 1994, Pitogo Elementary School
- Class Treasurer, June 2001, College of the Holy Spirit – Manila
- 35th Shell National Students Art Competition, 2002, Oil in Acrylic, SM Megamall
- 36th Shell National Students Art Competition, 2003, Oil in Acrylic, SM Megamall
- Fashionista” The Wild Vines Look! ( Go Chick. Dress Up. Drink Cool.), 2003, RCBC Plaza, Makati City
- PLDT –DPC Telephone Directory Cover Visual Art Competition, Jan. 2003, College of the Holy Spirit – Manila
- 38th Shell National Students Art Competition, 2005, Oil in Acrylic, SM Megamall
Trainings And Seminars
- On-the-Job Training, March – May 2003, Radio GMA Creative Department
- 18th Advertising Congress, November 2003, Camp John Hay, Baguio City
Timeline
Quality Officer
TDCX Philippines
10.2019 - Current
Quality Assurance Specialist
Chronos Innovative Strategies Corporation
06.2018 - 09.2019
Quality Assurance Specialist
Transcom Philippines
07.2015 - 06.2018
Chat Support for Samsung Australia HHP
Transcom Philippines
01.2014 - 07.2015
Customer Interaction Associate
Sutherland Global Services
03.2013 - 08.2013
Technical Support for T-Mobile USA.
C3/ Customer Contact Channel
05.2012 - 10.2012
Forum Support for Samsung.com website
Telus International Philippines / Harte-Hanks
10.2010 - 07.2011
Level 1/ Email Support Department
Telus International Philippines / Harte-Hanks
05.2010 - 10.2010
Supervisor – Escalations Department
Telus International Philippines / Harte-Hanks
05.2008 - 05.2010
Level 1 - Technical Support Representative
Telus International Philippines / Harte-Hanks
05.2007 - 05.2008
Level 1 - Technical Support Representative
Telus International Philippines / Harte-Hanks
10.2006 - 03.2007
Accessories Designer
Jo Oreña
01.2006 - 03.2006
Institute of Fine Arts – Advertising - Fine Arts – Advertising
Philippine Women’s University
06.2004 - 01.2006
Bachelor of Fine Arts - Major in Advertising - Fine Arts - Major in Advertising
College of The Holy Spirit – Manila
01.2001 - 01.2004
High School Diploma -
Our Lady of Guadalupe Catholic School
01.1997 - 01.2001
Primary School -
Pitogo Elementary School
01.1991 - 01.1997