Mark Ramos
Quality Assurance Specialist at Teams By Design- Claim this Profile
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Bio
Charmaine M.
My name is Charmaine Moquia and I am the HR Specialist of Teams By Design. I highly recommend Mark Ramos who is our Quality Assurance Supervisor. Mark is meticulous in his approach and he always understands the importance of what he does. In our time working together, Mark was consistently working towards improving the company's standards. Mark went about his job without any complaints and submitted reports that were rarely challenged by management. Mark was also one of the first choices for special projects whenever the company needed accuracy associated with a quick turnaround time. Mark is the consummate professional who takes quality assurance very seriously. We had many meetings about ways to improve the production process and enhance quality at the same time. Myself and all of the other colleagues respected Mark and valued his input. Mark has good work ethics and exemplary skills. He is a constant top performer and has always exceeded scorecard metrics.
Charmaine M.
My name is Charmaine Moquia and I am the HR Specialist of Teams By Design. I highly recommend Mark Ramos who is our Quality Assurance Supervisor. Mark is meticulous in his approach and he always understands the importance of what he does. In our time working together, Mark was consistently working towards improving the company's standards. Mark went about his job without any complaints and submitted reports that were rarely challenged by management. Mark was also one of the first choices for special projects whenever the company needed accuracy associated with a quick turnaround time. Mark is the consummate professional who takes quality assurance very seriously. We had many meetings about ways to improve the production process and enhance quality at the same time. Myself and all of the other colleagues respected Mark and valued his input. Mark has good work ethics and exemplary skills. He is a constant top performer and has always exceeded scorecard metrics.
Charmaine M.
My name is Charmaine Moquia and I am the HR Specialist of Teams By Design. I highly recommend Mark Ramos who is our Quality Assurance Supervisor. Mark is meticulous in his approach and he always understands the importance of what he does. In our time working together, Mark was consistently working towards improving the company's standards. Mark went about his job without any complaints and submitted reports that were rarely challenged by management. Mark was also one of the first choices for special projects whenever the company needed accuracy associated with a quick turnaround time. Mark is the consummate professional who takes quality assurance very seriously. We had many meetings about ways to improve the production process and enhance quality at the same time. Myself and all of the other colleagues respected Mark and valued his input. Mark has good work ethics and exemplary skills. He is a constant top performer and has always exceeded scorecard metrics.
Charmaine M.
My name is Charmaine Moquia and I am the HR Specialist of Teams By Design. I highly recommend Mark Ramos who is our Quality Assurance Supervisor. Mark is meticulous in his approach and he always understands the importance of what he does. In our time working together, Mark was consistently working towards improving the company's standards. Mark went about his job without any complaints and submitted reports that were rarely challenged by management. Mark was also one of the first choices for special projects whenever the company needed accuracy associated with a quick turnaround time. Mark is the consummate professional who takes quality assurance very seriously. We had many meetings about ways to improve the production process and enhance quality at the same time. Myself and all of the other colleagues respected Mark and valued his input. Mark has good work ethics and exemplary skills. He is a constant top performer and has always exceeded scorecard metrics.
Credentials
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Certified Lean Six Sigma Yellow Belt
ProcessDoctorsAcademy -
EF SET - C2 Proficient
EFSET.org -
Lean Six Sigma Yellow Belt Certification
KnowWare International, Inc.
Experience
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Teams By Design
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Australia
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Outsourcing and Offshoring Consulting
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1 - 100 Employee
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Quality Assurance Specialist
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Jan 2021 - Present
- Created a QA checklist for call monitoring. - Managed team members and monitored their application handling effiency (sales and lettings). - Handled feedback and escalations from clients - Performed 1-on-1 coaching, facilitated call listening and role-play sessions. - Created QA reports that demonstrate the company’s performance trend and call defect drivers. - Created and launched performance metrics - Assisted the HRM in hiring potential candidates by screening and facilitating the interview. - Report to the company director weekly to discuss performance trends, QA updates and plans. -Managed call queues, troubleshot and reported phone issues to the network team, and prepared call reports). Show less
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Google
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United States
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Software Development
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700 & Above Employee
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Technical Support Representative
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Sep 2019 - Dec 2019
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TeleTech Philippines
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United States
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Operations Team Lead
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Sep 2017 - Aug 2019
- Handled a team of 15-20 agents and provided real-time support. Monitored their individual performance ona daily/weekly/monthly basis.- Performed 1-on-1 coaching, facilitated team meetings, call listening and role-play sessions.- Attended weekly and monthly performance reviews with the operations manager.- Generated reports that demonstrate the team’s performance trend and defect drivers.- Handled escalation and retention calls- Accounts handled: Blue Cross Blue Shield, DoorDash Customer and Dasher Show less
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Quality Assurance Specialist
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Oct 2015 - Sep 2017
- Conducted daily evaluation of the agent's calls.- Provided feedback to the agent through email or through one-on-one coaching.- Conducted deep-dive analysis/RCA.- Handled escalation and dispute from team leads- Attended weekly calibration call with the client.- Accounts handled: BestBuy Retail, Amazon Retail and Seller Support
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Technical Support Representative
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Jun 2013 - Oct 2015
Handled VERIZON HSI customers from the U.S. Providing support to networking, connectivity issues and trained for POTS (Plain Old Telephone System). Achieve KPIs (key performance indicator) of the program. Also supports little bit of upselling and billing concerns.
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Inframachineries Corporation
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Philippines
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Machinery Manufacturing
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1 - 100 Employee
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HR/Admin Associate
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Jun 2012 - Feb 2013
- Document Control Custodian – Has contributions in successfully obtaining ISO: 9001 QMS - Revolving Fund Custodian – Released and replenished cash from office budget, validated and liquidated office expenses - Payroll Management – Prepared employees’ daily time records and payroll. Monitored and managed the reconciliation of advances to employees' accounts. - Assisted the manager in the hiring process. Posted job hiring on Jobstreet.ph, scheduled candidates for an interview, and conducted the initial screening. - Released and implemented inter-office memorandum Show less
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Education
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2009 - 2013
Bestlink College of the Philippines
Bachelor's degree, Information Technology
Community
