Maria "Cai" Lancita
Antipolo City
Summary
Detail-oriented professional committed to improving organizational outcomes by monitoring performance initiatives. Focused on planning, implementing and optimizing procedures. Specializing in operations and dedicated to maximizing quality.
Overview
8
8
years of professional experience
Work History
Quality Analyst
Sequential Tech
Quezon City
03.2021 - 07.2024
- Reviewed and analyzed customer feedback to identify areas of improvement in product quality
- Conducted root cause analysis to investigate the source of problems in production process
- Provided thorough documentation on all quality control activities and results
- Developed testing plans for new products based on customer requirements
- Ensured compliance with company standards, regulations and procedures related to quality control
- Evaluated performance metrics from existing processes to recommend improvements in product quality
- Monitored production processes for accuracy and conformance to established standards
- Identified opportunities for process optimization, cost reduction and improved efficiency
- Collaborated with cross-functional teams to ensure that product specifications are met or exceeded
- Performed data analysis using statistical methods to assess trends in product defects.
Customer Service Representative
Afni
Quezon City
12.2019 - 03.2021
- Answered customer inquiries and provided accurate information regarding products and services
- Provided excellent customer service to resolve customer complaints in a timely manner
- Gathered customer feedback through surveys and used the data to improve customer service.
Activation Specialist
Startek
Makati
03.2017 - 11.2018
- Ensured compliance with all applicable laws and regulations regarding product activations.
- Established relationships with vendors in order to secure discounts on products used during activations.
- Managed customer accounts throughout the entire activation cycle from start to finish.
- Identified opportunities for optimization within the current activation process.
- Developed effective communication methods for communicating updates about product activations.
- Assisted customers with setup and activation of services via telephone or online support.
Customer Service Representative
Teleperformance
Mandaluyong
09.2016 - 02.2017
- Communicated effectively with patients, families, physicians and other healthcare professionals.
- Communicated effectively with other healthcare professionals regarding client care plans.
- Processed renewal forms, changes in household composition, medical coverage or financial status as required by law.
- Defined and applied utilization review methods to guarantee conformance with medical coverage plans.
Education
Spring Board Academy
07.2016
Skills
- Customer Focus
- Continuous Improvement
- Mastery of quality processes
- Data Analysis
- Software quality assurance knowledge
- Quality Improvement
- Data Validation
- Report creation
- Audit processes
References
Jun Noreen Rocafort-Quality & Compliance Manager
Contact Number: 09175320213
______________________________________
Gemma Lajara - Operations Manager
09272006115
______________________________________
Lalyn Capac- Supervisor
09569672238
______________________________________
Timeline
Quality Analyst
Sequential Tech
03.2021 - 07.2024
Customer Service Representative
Afni
12.2019 - 03.2021
Activation Specialist
Startek
03.2017 - 11.2018
Customer Service Representative
Teleperformance
09.2016 - 02.2017
Spring Board Academy
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