YOYIE EDROSO
Quality And Process Excellence Manager
City of Naga
Summary
Results-driven operations and process management leader with a proven record of optimizing efficiency, driving process improvements, and delivering measurable business outcomes. Skilled in fostering team collaboration and leading cross-functional initiatives that achieve high-impact results. Recognized for strong analytical expertise, adaptability to shifting priorities, and the ability to ensure seamless workflows that enhance productivity and organizational performance.
Overview
17
17
years of professional experience
11
11
Certifications
Work History
Quality and Process Excellence Manager
EXL Service Philippines Inc.
Remote
01.2024 - Current
- Led client interactions related to transaction quality, process improvement, and calibrations for both voice and back-office processes, resulting in 100% achievement of quality metrics across all seven tracks from October 2025 through February 2026.
- Facilitated migrations to ensure seamless setup of quality compliance frameworks, achieving 100% adherence to transition timelines.
- Enhanced operational performance with data-driven analysis and recommendations, driving a 12% reduction in error rates across key stakeholder processes.
- Improved process efficiency by identifying bottlenecks and implementing targeted solutions, resulting in a consistent performance improvement reflected by a 0.59% reduction in average handling time (AHT) for voice processes and a 0.51% improvement in turnaround time (TAT) for back-office operations between January and February 2026.
- Championed change management efforts, successfully driving adoption of new processes with a 97% employee compliance rate starting Q3 2025.
- Designed and implemented new QC processes aligned with client-specific requirements, improving audit pass rates.
- Conducted regular reviews to ensure compliance with QSD, certifications, and internal/client requirements, maintaining a zero non-conformance record during audits.
- Promoted a culture of innovation by encouraging employees within supported processes to identify improvement opportunities during regular team meetings, resulting in knowledge-base enhancements and ongoing process refinement.
Operations Manager
EXL Service Philippines Inc.
04.2023 - 01.2024
- Led and coordinated day-to-day operations ensuring optimal quality and efficiency in workflow, and fostering a positive work environment.
- Established and led PRIMUS, the Employee Engagement team, orchestrating weekly and monthly engagement activities that positively impacted employee satisfaction, attendance, and attrition within the organization.
- Conducted regular performance reviews and implemented performance improvement plans, fostering a high-performance culture that positively impacted key performance indicators, and employee and customer satisfaction metrics.
- Spearheaded the development and implementation of Project Helios, a centralized SharePoint site for Express operations, resulting in substantial efficiency gains and cost benefits.
- Pioneered the creation of automated processes for key operations, including Coaching Logs, Call Monitoring, Sign-offs, Leadership Attendance, Leave Tracking, and Escalations, enhancing efficiency across all Express geographies.
- Collaborated with the quality team and client leaders across South Africa, Bogota, and PH sites to create and automate the Call Monitoring/SBS form, widely adopted across all geographies, resulting in substantial efficiency improvements and cost benefits within Express operations.
- Spearheaded the integration of the SBS form into Project Helios, enhancing the centralized data repository's functionality and further contributing to operational efficiency and cost-effectiveness.
- Implemented automated email alerts and reports for areas such as Coaching Compliance, Call Monitoring Compliance, Leadership Attendance, Leave Approvals and Tracking, and Escalations, leading to significant operational improvements and cost savings.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Fraud Supervisor
JP Morgan Chase
02.2017 - 04.2023
- Spearheaded the Line of Business’ Customer Satisfaction (CSAT) pillar, project managing, implementing CSAT action plans and employee engagement activities which significantly improved CSAT scores to 14%.
- Collaborated with colleagues from different sites – Cebu, Manila, Mumbai and San Antonio, Texas for the continuous improvement of the site’s Customer Satisfaction rating.
- Developed a User Tool called Ops Exclude OSAT Form using Microsoft Excel that is used widely across the line of business. The Ops Exclude OSAT Form is a tool used to evaluate calls holistically in DCFP Inbound with the aim of driving excellent customer experience.
- Piloted multiple Employee Engagement initiatives that helped increase employee satisfaction.
Team Leader
Convergys Philippines Inc.
03.2014 - 05.2016
- Implemented action plans for CSAT for the Line of Business composed of 180+ agents.
- Lead the team as Floor Manager – deployed support to agents who needed help, monitored staffing making sure staffing needs were met, monitored the Line of Business’ running AHT, CSAT and SALES, sent reports to Operations Managers, Senior Operation Managers, Site Director, and Program Manager.
- Mentored Support/Escalation Agents.
- Lead Employee Engagement activities within the line of business.
Customer Service Representative/SME Lead
Convergys Philippines Inc.
05.2010 - 02.2014
- Maintained a positive, empathetic, and professional attitude toward customers at all times.
- Communicated with customers through various channels.
- Processed orders, forms, applications, and requests.
- Ensured customer satisfaction and provide professional customer support.
General Transcriptionist
Northern Transcriptonworks Inc.
07.2009 - 04.2010
- Listened and translated the audio hearings into text documents.
- Identified and rectified any inconsistencies and errors.
- Adhered to the industry practices and confidentiality guidelines at all times.
- Developed very strong listening, typing, and tool navigation skills.
Education
Bachelor of Science - Nursing
Cebu Doctors’ University
Cebu City, Province Of Cebu, Philippines 04.2001 -
Cebu Institute of Technology - University
Cebu City, Province Of Cebu, Philippines 04.2001 -
Labangon Elementary School
Cebu City, Province Of Cebu, Philippines 04.2001 -
Skills
Quality management systems
Operational excellence
Customer focus
Cross-functional teamwork
Workflow optimization
Process automation
Stakeholder management
Lean six sigma
Business process management
Teamwork and collaboration
Data analysis
Continuous improvement
Certification
Licensed Philippine Registered Nurse
Timeline
Certified Safety Officer II - Basic Occupational Safety and Health
11-2025
Agile: Agile Principles and Methodologies Training
04-2024
Six Sigma Yellow Belt: Data Analysis and Root Cause Analysis in Six Sigma Training
04-2024
Data Nuts & Bolts: Fundamentals of Data Training
03-2024
Storytelling with Data Training
03-2024
Basics of Generative AI
03-2024
Data Visualization Training
03-2024
GROW Coaching Model Framework
03-2024
Lean Six Sigma Yellow Belt Training
02-2024
Six Sigma Green Belt: Six Sigma Performance Metrics Training
02-2024
Quality and Process Excellence Manager
EXL Service Philippines Inc.
01.2024 - Current
Operations Manager
EXL Service Philippines Inc.
04.2023 - 01.2024
Fraud Supervisor
JP Morgan Chase
02.2017 - 04.2023
Team Leader
Convergys Philippines Inc.
03.2014 - 05.2016
Customer Service Representative/SME Lead
Convergys Philippines Inc.
05.2010 - 02.2014
General Transcriptionist
Northern Transcriptonworks Inc.
07.2009 - 04.2010
Licensed Philippine Registered Nurse
06-2009
Bachelor of Science - Nursing
Cebu Doctors’ University
04.2001 -
Cebu Institute of Technology - University
04.2001 -
Labangon Elementary School
04.2001 -