Erwin Padulla
@erwinpadulla
I improve contact center quality, coaching, and customer experience across facilities management and service operations.
United Arab EmiratesWhat I'm looking for
I've led quality assurance and training for ENOVA Facilities Management's contact center operations in Dubai since 2015, supporting service quality, compliance, and customer satisfaction.
I audit calls, emails, and digital interactions, identify performance gaps, and deliver actionable coaching on communication, customer handling, process accuracy, and service excellence.
I develop QA scorecards, SOPs, training materials, reports, and improvement plans, using quality trends, customer feedback, and recurring errors to guide corrective action. I also collaborate with operations and leadership through calibration and continuous-improvement initiatives.
Earlier, I conducted fraud and risk reviews for the American Express account at Convergys, managed business customer relationships at J.P. Morgan Chase Bank & Co., and provided technical support and customer service at Dish Network. My work supporting an 18-agent team at ENOVA was recognized with Employee of the Month and Employee of the Year awards in 2016.
Experience
Work history, roles, and key accomplishments
Senior Quality & Training Assurance Officer
ENOVA Facilities Management
Aug 2015 - Present (11 years 1 month)
Lead QA monitoring and training for facilities management contact center operations, ensuring service quality and compliance. Developed QA scorecards, SOPs, and coaching frameworks supporting an 18-agent team.
Fraud / Risk Analyst
Convergys Philippines
May 2014 - May 2015 (1 year)
Conducted fraud reviews, risk assessments, and customer verification while maintaining compliance and accuracy.
Managed business customer relationships and service requests while ensuring compliance with banking standards.
Client Care Representative III / Technical Support III
Jun 2006 - Oct 2010 (4 years 4 months)
Provided technical support and customer service solutions while maintaining quality and customer satisfaction.
Education
Degrees, certifications, and relevant coursework
De La Salle University
Bachelor of Science, Computer Science
Completed undergraduate coursework in Computer Science over four years at De La Salle University.
NEBOSH
NEBOSH International General Certificate (IGC), Occupational Health and Safety
Earned the NEBOSH International General Certificate (IGC).
Lean Six Sigma
Lean Six Sigma White Belt Certification, Process Improvement
Earned the Lean Six Sigma White Belt Certification.
ISO
ISO 45001 Awareness Training, Occupational Health and Safety
Completed ISO 45001 Awareness Training.
Tech stack
Software and tools used professionally
Availability
Location
United Arab EmiratesAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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