Mark Jason Raymundo
Trainer and Quality Assurance Leader
Pasig,Metro, Manila
Summary
Experienced with creating and delivering comprehensive training programs tailored to diverse audiences. Utilizes engaging instructional methods to facilitate effective learning and skills development. Quality professional with in-depth expertise in quality analysis, known for driving impactful improvements.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Quality Analyst
Genpact
01.2024 - Current
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Led root cause analysis initiatives that resulted in significant reduction in recurring defects.
- Developed comprehensive test cases to cover wide range of scenarios, ensuring thorough coverage of all features.
- Facilitated cross-departmental training sessions, increasing awareness and understanding of quality standards.
Trainer
Genpact
09.2023 - 12.2024
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Developed customized training materials for various industries, ensuring relevance to the target audience.
- Advanced organizational goals through strategic development of training initiatives aligned with company objectives.
- Designed and implemented continuous learning platform, ensuring knowledge retention and skill development.
- Provided coaching and mentoring to employees.
- Facilitated virtual, in-person and blended learning sessions.
Process Associate
Genpact
01.2023 - 08.2023
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
- Developed and maintained comprehensive process documentation, ensuring consistency and quality in task execution.
- Coordinated with IT department to troubleshoot and resolve system issues, minimizing downtime and maintaining productivity.
- Acted as primary point of contact for client escalations, resolving issues swiftly to maintain high levels of client satisfaction.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Messaging Team Support
Continuum Global Solutions
06.2022 - 10.2022
- Organised bookings, events, hotels, travels and other matters and requests by guests.
- Communicated with airlines and hotels to schedule bookings and obtain confirmation for customers.
Customer Service Associate
Accenture
05.2021 - 03.2022
- Prepared accurate customs compliance documentation, ensuring timely completion to meet shipping deadlines.
- Coordinated with suppliers and customers to manage timely, accurate order shipments.
Health Advocate
Sitel Philippines
11.2020 - 03.2021
- Informed healthcare professionals of new approved departmental policies.
- Promoted clients' healthy lifestyles by liaising with local healthcare providers.
- Negotiated vendor and supply contracts on behalf of healthcare facility.
Tier II Technical Support
Ibex Global
09.2019 - 07.2020
- Investigated reports of system errors to try to reproduce problems and trace faults.
- Educated service users on new software updates and system capabilities.
- Performed recovery operations to restore systems following failures.
Education
Bachelor of Science - Computer Engineering Technology
Rizal Tecnological University
Metro Manila2015
Skills
- Methodical
- Relationship management
- Analytical problem-solving
- Written communication
- Quality improvement
- Data analysis
- Training material development
Certification
- Green Belt Curriculum provided by Genpact
Timeline
Quality Analyst
Genpact
01.2024 - Current
Trainer
Genpact
09.2023 - 12.2024
Process Associate
Genpact
01.2023 - 08.2023
Messaging Team Support
Continuum Global Solutions
06.2022 - 10.2022
Customer Service Associate
Accenture
05.2021 - 03.2022
Health Advocate
Sitel Philippines
11.2020 - 03.2021
Tier II Technical Support
Ibex Global
09.2019 - 07.2020
- Green Belt Curriculum provided by Genpact
Bachelor of Science - Computer Engineering Technology
Rizal Tecnological University
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