KIROLD PANES
Pasig, Metro Manila
Summary
Detail-oriented Quality Assurance Analyst with a strong focus on data analysis, root-cause analysis, and improvement recommendations. Proven ability to develop quality metrics that enhance product performance and drive informed decision-making.
Overview
11
11
years of professional experience
Work History
Quality Assurance Analyst
Tech Mahindra
Upper 8 Mckinley
02.2025 - 03.2026
- Collaborated with vendors globally to clarify requirements and opportunities for youtube product.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
Quality Assurance Analyst
FUSION
Ortigas Center Pasig City
03.2023 - 02.2025
- Developed processes to track and report on quality metrics, allowing for quick and informed decision- making by management.
- Developed and maintained quality metrics for tracking and measuring product performance.
- Performed risked assessments to identify and mitigate potential quality issues.
Order Entry Representative
Branders
Ortigas Pasig City
09.2021 - 02.2023
- Processed customer orders efficiently using order management systems.
- Ensured accuracy of order entries by verifying product details and customer information.
- Collaborated with sales and logistics teams to resolve order discrepancies.
- Monitored inventory levels to prevent stock shortages during order fulfillment.
- Maintained detailed records of customer interactions and transactions for future reference.
- Reduced order entry errors by consistently cross-referencing product codes and verifying customer information.
Customer Loyalty Representative
Telus Mobility
Taguig, Metro Manila, Philippines
07.2018 - 09.2021
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Implemented strategies to enhance customer retention and loyalty programs.
- Analyzed customer feedback to identify trends and improve service delivery.
- Trained new team members on policies, procedures, and best practices for customer engagement.
Customer Service Representative
Concentrix
Pasig, Metro Manila, Philippines
06.2017 - 06.2018
- Resolved customer inquiries efficiently through multiple communication channels, enhancing overall satisfaction.
- Trained and mentored new representatives on company protocols and customer service best practices.
- Implemented process improvements resulting in reduced response times for customer issues.
- Analyzed customer feedback to identify trends and recommend actionable solutions for service enhancement.
Technical Support Representative
Transcom Pasig
Pasig, Metro Manila, Philippines
05.2015 - 06.2017
- Resolved technical issues, enhancing customer satisfaction and retention.
- Provided comprehensive support for software troubleshooting and hardware malfunctions.
- Trained new team members on systems and best practices for efficiency.
- Collaborated with cross-functional teams to streamline support processes.
Education
Sisters of Mary School
Adlas Silang Cavite12-2010
Undergrad -
INFOTECH
2014
Skills
- Quality assurance
- Quality processes
- Data analysis
- Mentoring and training
- Root-cause analysis
- Call monitoring
- Collaboration and communication
- Report analysis
- Improvement recommendations
Timeline
Quality Assurance Analyst
Tech Mahindra
02.2025 - 03.2026
Quality Assurance Analyst
FUSION
03.2023 - 02.2025
Order Entry Representative
Branders
09.2021 - 02.2023
Customer Loyalty Representative
Telus Mobility
07.2018 - 09.2021
Customer Service Representative
Concentrix
06.2017 - 06.2018
Technical Support Representative
Transcom Pasig
05.2015 - 06.2017
Sisters of Mary School
Undergrad -
INFOTECH