Looking for a job

Dawn Soriano

@dawnsoriano

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Seasoned operations and quality leader driving performance improvements.

Philippines

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What I'm looking for

I am looking for a leadership role where I can use data-driven quality and training programs to improve performance, collaborate with stakeholders, and drive measurable operational improvements.

I am a seasoned leader with deep experience in Operations, Training, Quality Management, and Business Analytics across banking, healthcare, and customer service environments.

I have led teams of Quality Analysts, Performance Coaches, and Trainers to improve metrics, launch multi-site programs, and sustain client relationships, often reporting directly to senior stakeholders and clients.

My work blends data-driven analysis and needs assessments to identify root causes, recommend process improvements, and implement changes that raise performance and compliance.

I am proactive, goal-driven, and skilled at stakeholder collaboration, producing reports, calibrations, coaching, and operational improvements that deliver consistent results.

Experience

Work history, roles, and key accomplishments

Current

Quality Manager - Capability Dev

Current

Firstsource Limited

Aug 2024 - Present (1 year 5 months)

Manage a team of Quality Analysts across multiple programs, conduct needs analyses to identify root causes of performance gaps, and deliver process and performance improvement recommendations to stakeholders.

Quality Management Needs Analysis Stakeholder Management Performance Improvement Team Leadership Coaching Process Mapping Reporting

Sr. Supervisor, Analytics & Insights

Concentrix

Oct 2023 - Aug 2024 (10 months)

Interpreted data and applied statistical techniques to produce insights, conducted needs analyses to diagnose performance issues, and recommended actions to drive program performance across stakeholders.

Data Analysis Statistical Techniques Needs Analysis Business Analytics Reporting Performance Management SQL

Performance Manager

Foundever

Dec 2021 - Oct 2023 (1 year 10 months)

Led a team of Performance Coaches to raise mid-performing agents’ metrics, implemented improvement methods, and reported performance analysis and process improvements directly to client and senior leadership.

Performance Management Coaching Telesales Reporting Process Improvement Team Leadership

Associate Manager, Training & Quality

Concentrix

Jul 2014 - Oct 2021 (7 years 3 months)

Spearheaded multi-site launch and training during ramp-up, supervised trainers and quality analysts across two sites, launched over 10 training classes, and maintained strong client relationships and performance metrics.

Quality Assurance Onboarding Client Relations Team Supervision Reporting

Education

Degrees, certifications, and relevant coursework

St. Jude College Manila

Bachelor of Science, Computer Science

Activities and societies: Granted school scholarship; Volleyball varsity member; Member of the school's web developers team.

Completed a Bachelor of Science in Computer Science with involvement in the school's web development team and varsity volleyball; received a school scholarship.