Ruth-Lyn Reyes
Pasig City,00
Summary
In-depth Quality Assurance Professional with success in prioritization and multitasking. Exceptional communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures.
Overview
22
22
years of professional experience
Work History
Quality Assurance Supervisor
Ingram Micro Philippines
11.2019 - Current
- Manages and Develops a team of Quality Specialists, fostering their professional growth through effective coaching,developmental plans, and training interventions.
- Develops team members' skills by providing learning sessions through virtual / face to face training as needed.
- Analyzes data, identified trends and partnered with Operations to recommend action items that can help drive Operational improvement.
- Conducts risk assessments for proposed changes in processes to evaluate potential impact on process quality and ensure smooth implementation.
- Monitors progress of committed actions vs goals, reviews effectiveness and execution, and addressing new gaps identified.
- Achieved consistent compliance with industry regulations by conducting thorough audits and ensuring adherence to standards. (audit the auditor, calibration sessions, dispute management, etc)
- Develops tailored strategies to enhance customer experience and drive value realization
- Creates audit allocation workloads through the bandwidth calculator and establishes contingency plans.
- Collaborates with Quality Specialists to provide insights on data analysis, and maintain Quality dashboards
- Collaborates with different Support Groups (Training, Workforce, Operations, Project Management) with the goal of continuously improving operational and quality efficiencies.
- Promotes a positive work culture focused on respect, diversity and inclusion, quality and productivity by fostering open communication, recognizing individual achievements, and supporting teamwork within the Quality Assurance department.
Training and Quality Specialist
Ingram Micro Philippines
06.2016 - 10.2019
- Maintained up-to-date knowledge of industry best practices through continuous professional development activities related to training and quality assurance methodologies.
- Managed the logistics of training events, such as securing venues, coordinating schedules, and ensuring all necessary equipment was available.
- Analyzed and evaluated training effectiveness and program outcomes.
- 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.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Trained and mentored new personnel hired to fulfill various roles.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Facilitated in-person and blended learning sessions.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Introduced a system of regular quality audits, leading to the identification and resolution of potential issues before they escalated.
- Actively promotes synergy between Service Quality and Operations and elicit “buy-in” for the successful implementation of the department’s objectives to Operations.
- Maintains current process knowledge by doing production support, attending team meetings and side by side observations.
- Conducted detailed root cause analyses following any non-conformance events, leading to swift identification and mitigation of potential risks.
- Reduced customer complaints by streamlining the complaint resolution process and addressing root causes of issues.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Customer Experience and Compliance Supervisor
Shore Solutions
02.2015 - 06.2016
- Collaborated with cross-functional teams for consistent implementation of compliance initiatives across departments.
- Formulated detailed recommendations based on audit findings to support annual planning and definition of goals.
- Addressed compliance issues by developing and implementing corrective action plans.
- Prepared records and data for regular audits.
- Streamlined compliance processes by implementing efficient monitoring systems and tools.
- Ensured that the team meets/exceeds all internal and external deliverables on time as stipulated on the Service Level Agreement or Statement of Work
- Ensured the team delivers quality work to internal and external clients and are continually progressing by doing random audits, facilitating team calibrations, up-skilling on tools/processes relevant to their tasks, performance discussions, etc
- Partnered with Ops and Training teams on mentoring Team Leaders and Trainers on CEC Tools and Processes via calibrations, triad coachings, one on ones, etc
- Data analysis, sharing of performance trends and actionable recommendations to Ops and Training for agent/team leader performance, learning and skill improvement
- Documentation and Proposal of CEC or Campaign-Specific Processes
- Liaised with Ops, Training and Clients on process development/improvement plans related to certification, up-training, technology and any other CEC-related process
- Actively participating on internal and client meetings and performance reviews
- Administrative functions such as timekeeping, carrying out of disciplinary actions as needed, performance appraisals, etc
- Performed other duties as requested or required.
Customer Experience and Compliance Specialist
Shore Solutions
08.2012 - 02.2015
- Developed strategies for addressing identified gaps in regulatory knowledge within the organization, enhancing overall compliance awareness.
- Identified gaps in existing compliance processes and recommended updates.
- Performed quality reviews to uncover workflow and communication issues.
- Collaborated with other departments to integrate compliance considerations into daily business operations seamlessly.
- Streamlined processes for improved efficiency and reduced errors, leading to better overall compliance.
- Performed regular coaching sessions with associates to enforce good behaviors and reform opportunities
- Reported daily, weekly, monthly and quarterly monitoring scores or any CEC related performance plus root - cause analysis and recommended action items
- Reported red flag errors to Operations/HR and monitor if corrective actions were completed by the concerned party.
- Certified agents before they are officially endorsed to Operations.
- Participated on internal and client meetings and performance reviews
- Identified trends and opportunities for additional training or corrective actions as needed and share feedback with immediate Sup, Ops and Training.
- Performed other duties as requested or required.
Quality Coordinator
EPLDT Ventus
08.2006 - 09.2009
- Developed educational materials used to train staff on QA standards.
- Analyzed quality and performance data to support operational decision-making.
- Gathered and analyzed reports that are provided daily, weekly, and monthly. These reports are used to analyze for trends and areas for improvement.
- Collaborated with cross-functional teams to improve overall product performance and customer satisfaction rates.
- Conducted the review and standardization of the QA processes across all Ventus sites
- Initiated site or campaign-wide projects for the continuous improvement of overall service quality
- Monitored Quality Improvement initiatives in coordination with other departments that may lead to improvement in over-all service quality to the end customer.
- Promoted awareness of the values of Quality & Excellence and of the initiatives to promote these through the site.
- Conducted periodic reviews of the processes of the site to ensure compliance with what is documented
- Assisted in regular process audit in adherence to set procedures and streamlining of processes
- Developed a Quality portal which contains a venue for contributing Best Practices and Process Improvement Ideas
Quality Supervisor
EPLDT Ventus
06.2006 - 07.2006
- Supervised and developed a team of Quality Assurance Specialists Through mentoring, creation/execution of developmental plans.
- Monitored and evaluated performance of subordinates and team productivity
- Actively promote synergy between Training, Quality, and Operations department by ensuring that there is the smooth flow of communication and immediate identification of root causes of performance issues towards development of effective action plans
- Shared the responsibility of leading the department in supporting all initiatives to fulfill the center’s goals and business objectives, and its Service Level Agreements with its serviced client companies
- Performed regular calls and call quality calibration from time to time as part of regular update of knowledge and skill
Quality Assurance Specialist
EPLDT Ventus
09.2003 - 06.2006
- Optimized workflow efficiency by introducing automation tools into the QA process where appropriate.
- Provided regular updates to team leadership on quality metrics by communicating opportunities observed in audits.
- Mentored junior QA specialists, fostering a culture of continuous learning and professional growth.
- Utilized root cause analysis techniques to identify underlying issues contributing to errors or customer complaints.
- Contributed towards the maintenance of high-level call quality by Customer Service as front-liners of implementation and documentation of Quality Assurance initiatives
- Provided support to customer service teams for improvement of call quality through monitoring of calls, giving feedback, documentation and coaching
- Identified and prevented unacceptable call
- Performed call calibration to ensure that the all implemented standards are practiced
- Contributed to the increase of active minutes generated by taking calls as adherence to the required log-on hours
- Participated in the new hire training process by actively leading presentations, participating in mocks or role plays, calibrating ratings and interpretation, and one-on-one feedback
- Actively promoted synergy between Training, Quality Assurance and Operations department by ensuring the smooth flow of communication and immediate identification of root causes of performance issues towards development of effective action plans
- Created and assisted in the creation and implementation of Quality Assurance-related special projects or strategies
- Produced administrative reports of the department whenever needed
Customer Service Representative
EPLDT Ventus
07.2002 - 08.2003
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted customers in relation to entertainment, hardware systems, and accessories to improve overall user experience.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
BS - Major in Accountancy
College of the Holy Spirit
Mendiola, ManilaSkills
- People Management
- Corrective action planning
- Auditing techniques
- Cross-functional teamwork
- Six sigma methodologies
- Quality control management
- Project Management
- Data Analysis
- Problem-solving skills
- Documentation and reporting
- Quality system implementation
Seminarstraining
- 2021, Team Leader Certification Program, 11/01/21, Lean-Six Sigma Greenbelt Training, 09/01/21
- 2015, Leadership Training, 03/22/15, Team Leader Certification Program, 07/14/15, Intermediate Excel Training, 07/20/15, Problem Solving Workshop, 07/23/15, IELTS Passer, 07/11/15, Communicating with Difficult People, 09/29/15
- 2009, ISO Audit Training, 05/14/09
- 2008, Problem Solving and Decision Making, 09/08/08, Critical Thinking, 08/27/08, Six Sigma Yellow Belt Training, 06/02/08, ISO Awareness Training on Information Security Management System and Quality Management System, 04/08/08, Excel training, 05/23/08
- 2007, Core Competency Training, 11/25/07, Core Skills for Building Commitment Workshop, 10/08/07, Project Management in the Real World, 05/29/07, Six Sigma Orientation Training, 04/06/07
- 2006, Service Excellence for Customer Retention Workshop, 12/11/06, Corporate Governance, 08/24/06, Supervisor Certification Training, 02/13/06
Timeline
Quality Assurance Supervisor
Ingram Micro Philippines
11.2019 - Current
Training and Quality Specialist
Ingram Micro Philippines
06.2016 - 10.2019
Customer Experience and Compliance Supervisor
Shore Solutions
02.2015 - 06.2016
Customer Experience and Compliance Specialist
Shore Solutions
08.2012 - 02.2015
Quality Coordinator
EPLDT Ventus
08.2006 - 09.2009
Quality Supervisor
EPLDT Ventus
06.2006 - 07.2006
Quality Assurance Specialist
EPLDT Ventus
09.2003 - 06.2006
Customer Service Representative
EPLDT Ventus
07.2002 - 08.2003
BS - Major in Accountancy
College of the Holy Spirit
Similar Profiles
Jo-Ann RicafrenteJo-Ann Ricafrente
Sales Supervisor at Ingram Micro PhilippinesSales Supervisor at Ingram Micro Philippines
Angelique MeroAngelique Mero
Senior Sales Associate at Ingram Micro PhilippinesSenior Sales Associate at Ingram Micro Philippines
Xeline MalimbanXeline Malimban
Sales Support Associate at Ingram Micro PhilippinesSales Support Associate at Ingram Micro Philippines