Results-driven Quality Analyst and Escalations Specialist with 8+ years of experience in quality assurance, operations, and customer service within top BPO companies. Proven track record of driving performance improvements, fostering team development, and consistently delivering top-quality service. Recognized for exceptional performance and leadership. Strong technical proficiency and a passion for continuous learning and process optimization.
Work History
Quality Analyst - Unified Escalations - Strategic Response Team
Cognizant Philippines
Bonifacio Global City, Taguig, Philippines
06.2020 - Current
Conducted weekly audits of 600+ Unit IDs for quality compliance
Led operations and QA calibrations, improving workflow alignment
Initiated client syncs with a strategic question tracker
Managed bi-weekly assessments and RCA syncs
Delivered agent support and conducted nesting/refresher training
Managed escalations and internal classifications
Collaborated with policy and enforcement teams
Tracked/report trust and safety escalations end-to-end
Scaled Operations - Senior Process Executive
Cognizant Philippines
Muntinlupa, Philippines
02.2019 - 06.2020
Prevented platform spam and enforced TOS
Supported Spam Detection & API policy compliance
Conducted detailed data analyses for informed decision-making and proactive problem-solving.
Evaluated emerging technologies to identify opportunities, trends and best practices to strengthen business platform and development practices.
Travel Consultant (Front & Back Office)
Interglobe Technologies Philippines
Alabang
09.2017 - 02.2019
Handled travel bookings, documentation, and client support
Guided customers in planning local/international trips
Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
Organized trips for individual, family and business travelers.
Educated clients on destination-specific considerations such as customs regulations, local attractions, or cultural norms to enhance their overall experience abroad.
Email Support Representative
IBEX Global Philippines
Parañaque
03.2016 - 08.2017
Assisted passengers/drivers with fare disputes, ratings, and lost items
Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
Assisted in reducing response times by creating pre-written responses for frequently asked questions from customers.
Assisted customers with product troubleshooting and provided relevant solutions to ensure their needs were met.
Collection Account Specialist
Convergys
Alabang
08.2015 - 02.2016
Resolved delinquent accounts and updated financial records
Managed a high volume of inbound customer calls daily while maintaining a professional demeanor under pressure from distressed callers.
Collaborated with team members to share best practices, improve performance metrics, and achieve departmental goals.
Enhanced customer satisfaction by providing clear explanations of account statuses and resolving disputes professionally.
Provided exceptional service to both internal and external customers, maintaining professionalism in challenging situations.
Education
Bachelor of Science - Electronics And Communications Engineering
Technological University of The Philippines
Taguig, Metro Manila, Philippines
06.2010 - 07.2015
Skills
Leadership & People Management
Quality Assurance & Auditing
Escalation Handling & Root Cause Analysis
Client & Stakeholder Communication
Team Training, Coaching, and Onboarding
Microsoft Excel & Google Sheets Expertise
Timeline
Quality Analyst - Unified Escalations - Strategic Response Team
Cognizant Philippines
06.2020 - Current
Scaled Operations - Senior Process Executive
Cognizant Philippines
02.2019 - 06.2020
Travel Consultant (Front & Back Office)
Interglobe Technologies Philippines
09.2017 - 02.2019
Email Support Representative
IBEX Global Philippines
03.2016 - 08.2017
Collection Account Specialist
Convergys
08.2015 - 02.2016
Bachelor of Science - Electronics And Communications Engineering
Technological University of The Philippines
06.2010 - 07.2015
Overview
10
10
years of professional experience
5
5
years of post-secondary education
Personal Information
Place of Birth: Makati City
Citizenship: Filipino
Date of Birth: 02/19/94
Marital Status: Single
Religion: Christian
Awards Recognition
Cognizant Philippines
Cognizant High Club Awardee (2024)
Escalations Top Performer (SRT): Multiple awards from August 2023 to March 2024
Top Quality Analyst of the Month: Awarded in October 2024, June 2022, May 2022, January 2022, August 2021, and October 2020
Top Performer – Scaled Operations: Awarded from September 2019 to April 2021
Rookie of the Quarter (2019)
Finalist – Rookie of the Year (2020)
Total Performer Award (December 2019)
Interglobe Technologies Philippines
Kiwi of the Year (June 2018)
Back Office Top Performer: December 2017, January 2018, March 2018
IBEX Global Philippines
Email Support Top Performer: Awarded multiple times from November 2016 to August 2017
Personal Information
Place of Birth: Makati City
Citizenship: Filipino
Date of Birth: 02/19/94
Marital Status: Single
Religion: Christian
Awards Recognition
Cognizant Philippines, Cognizant High Club Awardee, 2024, Escalations Top Performer (SRT), 03/01/24, 02/01/24, 01/01/24, 12/01/23, 11/01/23, 10/01/23, 09/01/23, 08/01/23, Top Quality Analyst of the Month, 10/01/24, 06/01/22, 05/01/22, 01/01/22, 08/01/21, 10/01/20, Top Performer – Scaled Operations, 04/01/21, 01/01/21, 08/01/20, 01/01/20, 12/01/19, 09/01/19, Rookie of the Quarter, 2019, Finalist – Rookie of the Year, 2020, Total Performer Award, 12/01/19
Interglobe Technologies Philippines, Kiwi of the Year, 06/01/18, Back Office Top Performer, 12/01/17, 01/01/18, 03/01/18
IBEX Global Philippines, Email Support Top Performer, 11/01/16, 12/01/16, 07/01/17, 08/01/17
Regional Quality Manager / Production Team Lead at voestalpine Additive ManufacturingRegional Quality Manager / Production Team Lead at voestalpine Additive Manufacturing
<ul><li>Oversaw all operational functions during the successful amalgamation of two legacy mutual insurers into a single, unified organization. Reported directly to the CEO and played a key leadership role in aligning people, processes, and performance with long-term strategic goals.</li><li>Led the full operational transformation of Salus Mutual, uniting teams and systems from two legacy organizations under a cohesive structure with shared goals and culture.</li><li>Redesigned leadership accountabilities and implemented new KPI and SLA frameworks, enabling stronger performance management and outcome tracking.</li><li>Built internal capacity in key operational areas, reducing reliance on external consultants and establishing a culture of ownership, capability, and continuous improvement.</li><li>Established an Operations function to support Claims, Underwriting, and Sales, delivering enterprise-wide value through data insights, process improvements, project delivery, and enhanced customer service.</li><li>Collaborated closely with the Senior Leadership Team and Board of Directors to co-develop and launch the organization’s first corporate strategy post-amalgamation.</li><li>Held P&L responsibility for $45M in Gross Written Premium, with a strong focus on operational efficiency and strategic growth.</li><li>Delivered key strategic outcomes, including: First-ever member rebate in company history, First employee engagement survey, achieving a 75% engagement score, 3% reduction in expense ratio through operational efficiencies and cost control.</li></ul> at Salus Mutual Insurance Company<ul><li>Oversaw all operational functions during the successful amalgamation of two legacy mutual insurers into a single, unified organization. Reported directly to the CEO and played a key leadership role in aligning people, processes, and performance with long-term strategic goals.</li><li>Led the full operational transformation of Salus Mutual, uniting teams and systems from two legacy organizations under a cohesive structure with shared goals and culture.</li><li>Redesigned leadership accountabilities and implemented new KPI and SLA frameworks, enabling stronger performance management and outcome tracking.</li><li>Built internal capacity in key operational areas, reducing reliance on external consultants and establishing a culture of ownership, capability, and continuous improvement.</li><li>Established an Operations function to support Claims, Underwriting, and Sales, delivering enterprise-wide value through data insights, process improvements, project delivery, and enhanced customer service.</li><li>Collaborated closely with the Senior Leadership Team and Board of Directors to co-develop and launch the organization’s first corporate strategy post-amalgamation.</li><li>Held P&L responsibility for $45M in Gross Written Premium, with a strong focus on operational efficiency and strategic growth.</li><li>Delivered key strategic outcomes, including: First-ever member rebate in company history, First employee engagement survey, achieving a 75% engagement score, 3% reduction in expense ratio through operational efficiencies and cost control.</li></ul> at Salus Mutual Insurance Company