MARK SERDNA R. DIVINAGRACIA
Dumaguete City,Philppines
Summary
Results-oriented leader with 14 years in operations, contributor support, and quality management. Certified Six Sigma Green Belt with expertise in optimising workflows and resolving contributor concerns. Skilled in cross-functional coordination and stakeholder communication, ensuring effective contributor engagement and project success in remote and hybrid settings.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Operations Supervisor
Qualfon Philippines
Dumaguete City
01.2012 - Current
- Oversaw daily operations to meet KPIs, SLAs, and quality targets.
- Applied Lean Six Sigma methodologies to streamline workflows and enhance contributor performance.
- Facilitated contributor and courier operations through effective communication and resolution of issues.
- Coordinated with cross-functional teams to ensure contributor satisfaction and operational efficiency.
- Conducted coaching sessions to improve team productivity and compliance with work-hour requirements.
- Managed inquiries, recorded feedback, and escalated concerns to teams for prompt resolution.
- Ensured accurate data records using Microsoft Excel and Google Sheets for efficient reporting and analysis.
Education
Bachelor of Arts - Social Science
Negros Oriental State University
Dumaguete, NERSkills
- Lean Six Sigma
- Process improvement
- Data reporting
- Excel and Sheets proficiency
- Data Entry & Record Management
- Quality assurance
- Cross-functional Coordination
- Team Leadership & Coaching
- Problem-solving skills
- Contributor support
- Coordination tools
- Collaboration platforms
Certification
Six Sigma Green Belt Certified
Timeline
Operations Supervisor
Qualfon Philippines
01.2012 - Current
Bachelor of Arts - Social Science
Negros Oriental State University