Pedmarc Solana
Dumaguete City Negros Oriental
Summary
Proven leader with extensive experience at Qualfon Philippines Inc., adept in staff management and project management. Enhanced operational efficiency and customer satisfaction through innovative improvement initiatives and effective policy implementation. Skilled in motivating teams and driving performance to achieve key performance indicators, demonstrating both strategic vision and practical execution capabilities.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Manager, Customer Solutions
Qualfon Inc.
Dumaguete City Negros Oriental
05.2024 - Current
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
- Oversaw customer experience management, which covers data-driven analysis and trends.
- Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
Quality Assurance Manager
Qualfon Inc.
Dumaguete City Negros Oriental
01.2021 - 05.2024
- Adhered to standardized software quality assurance best practices, policies and processes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
Mentor Program Adviser
Qualfon Inc.
Dumaguete City Negros Oriental
03.2020 - 12.2020
- Worked well in a team setting, providing support and guidance to a group of mentors.
- Skilled at working independently and collaboratively in a team environment.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Worked effectively in fast-paced environments.
Project Leader
Qualfon Inc.
Dumaguete City Negros Oriental
03.2018 - 12.2020
- Observed progress of each project, examined risks, and coordinated contingency plans.
- Managed team meetings and discussed project's goals and objectives.
- Defined responsibilities, duties, and roles of each team member.
- Collaborated with team members to develop, identify, and accomplish assigned goals and objectives.
Shift Manager
Qualfon Inc.
Dumaguete City Negros Oriental
06.2013 - 12.2020
- Trained and mentored new employees to maximize team performance.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Analyzed and reported on key performance metrics to senior management.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Operations Supervisor
Qualfon Inc.
Dumaguete City Negros Oriental
09.2010 - 06.2013
- Motivated and trained employees to maximize team productivity.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
Customer Service Representative
Qualfon Inc.
Dumaguete City Negros Oriental
04.2010 - 08.2010
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Customer Service Representative
TeleTech Customer Care
Dumaguete City Negros Oriental
10.2008 - 03.2010
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Bachelor of Science - General Business Management
Cebu Institute Technology University
Cebu City, Central Visayas04-2023
Skills
- Project Management
- Performance management
- Strategic Planning
- Data Analytics
- Customer Experience
- Operations Management
Certification
- Six Sigma Green Belt Certified
Timeline
Senior Manager, Customer Solutions
Qualfon Inc.
05.2024 - Current
Quality Assurance Manager
Qualfon Inc.
01.2021 - 05.2024
Mentor Program Adviser
Qualfon Inc.
03.2020 - 12.2020
Project Leader
Qualfon Inc.
03.2018 - 12.2020
Shift Manager
Qualfon Inc.
06.2013 - 12.2020
Operations Supervisor
Qualfon Inc.
09.2010 - 06.2013
Customer Service Representative
Qualfon Inc.
04.2010 - 08.2010
Customer Service Representative
TeleTech Customer Care
10.2008 - 03.2010
Bachelor of Science - General Business Management
Cebu Institute Technology University
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