Mark Jason Raymundo
Pasig
Summary
Dynamic training and development professional with a proven track record in quality analysis and process improvement. Recognized for designing and implementing impactful learning programs that drive operational excellence and foster a culture of data-driven decision-making. Strong technical and analytical skills, complemented by hands-on experience with automation tools and process validation, ensure efficiency and effectiveness in all initiatives. Committed to continuous improvement and empowering teams to achieve their highest potential.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Quality Analyst - Trainer
Genpact
01.2023 - 11.2025
- Conducted in-depth quality and performance analyses to identify process gaps and drive improvement initiatives.
- Developed and implemented testing protocols to enhance product reliability and performance.
- Led root cause analysis (RCA) and feedback sessions to ensure accuracy, compliance, and sustained quality improvements.
- Designed and delivered customized training programs to upskill associates, ensuring high operational efficiency and knowledge retention.
- Collaborated with cross-functional teams to align training outcomes with business objectives and client expectations.
- Utilized Graph API, JSON, Postman, and PowerShell for automation, data handling, and system validation tasks.
- Created and maintained process documentation, checklists, and dashboards to support audit readiness and transparency.
Subject Matter Expert
Continuum Global Solutions
06.2022 - 10.2022
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
- Mentored junior team members, facilitating their professional growth and enhancing team performance standards.
- Collaborated with cross-functional teams to refine best practices for project execution and operational efficiency.
Customer Service Associate
Accenture
05.2021 - 03.2022
- Communicated with airlines and hotels to schedule bookings and obtain confirmations for customers.
- Organized bookings, events, travel, and other customer-related requests efficiently.
- Resolved customer inquiries through multiple channels, ensuring satisfaction and timely service delivery.
- Utilized CRM software to track customer interactions, providing insights for continuous improvement in service quality.
Education
Bachelor of Science - Computer Engineering Technology
Rizal Technological University
Metro Manila04-2015
Skills
- Instructional Design and Technical Application Support
- Quality Assurance & Data Analysis
- Root Cause Analysis (RCA) and Feedback Implementation
- MS Word, Excel, and Outlook
- Automation and API Integration Tools (Graph API, JSON, Postman, PowerShell, and Azure Integration)
Certification
Green Belt Curriculum – Genpact
Timeline
Quality Analyst - Trainer
Genpact
01.2023 - 11.2025
Subject Matter Expert
Continuum Global Solutions
06.2022 - 10.2022
Customer Service Associate
Accenture
05.2021 - 03.2022
Bachelor of Science - Computer Engineering Technology
Rizal Technological University