# Erwin Padulla

Erwin Padulla is a remote worker on Himalayas, Senior Quality & Training Assurance Officer at ENOVA Facilities Management, based in United Arab Emirates.

Source: https://himalayas.app/@erwinpadulla

```text
I improve contact center quality, coaching, and customer experience across facilities management and service operations.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United Arab Emirates |
| Authorized to work in | United Arab Emirates |
| Salary expectations | 60k+ USD |
| Job categories | QA Specialist, Training Specialist, Customer Experience Specialist, Contact Center Operations Specialist, Facilities Manager, Fraud Analyst, Banker, Technical Support Specialist |
| Skills | Quality Assurance, Call Monitoring, Training, Coaching, Customer Experience, Call Center Operations, QA auditing, QA Scorecards, Calibration, Root Cause Analysis, Performance Improvement, SOP Development, Process Improvement, Escalation Management, Customer Interaction Monitoring, Service Quality Improvement, Salesforce, CAFM, Avaya CMS, Excel, Microsoft Teams, Outlook, Fraud Review, Risk Assessment, Customer Verification, Compliance, Technical Support, Facilities Management, Lean Six Sigma, ISO 45001, NEBOSH |
| LinkedIn | https://linkedin.com/in/erwin-padulla-0b19938b |

## What I'm looking for

```text
I'm looking to lead quality assurance, training, and customer experience improvements in contact center or facilities management operations, where I can strengthen compliance, coaching, service quality, and continuous improvement.
```

## About

```text
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

### Senior Quality & Training Assurance Officer (current)

ENOVA Facilities Management. Aug 2015 - Present

```text
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.
```

Skills: Quality-Assurance, Call-Monitoring, Training, Coaching, Customer-Experience, Call-Center-Operations, QA-Scorecards, Calibration, Root-Cause-Analysis, Performance-Improvement, SOP-Development, Process-Improvement, Escalation-Management, Salesforce, CAFM, Avaya-CMS

### Fraud / Risk Analyst

Convergys Philippines. May 2014 - May 2015

```text
Conducted fraud reviews, risk assessments, and customer verification while maintaining compliance and accuracy.
```

Skills: Fraud-Analysis, Risk-Assessment, Customer-Verification, Compliance

### Business Banker II

[J.P. Morgan Chase Bank & Co.](https://himalayas.app/companies/jpmorgan-chase-co). Nov 2010 - Jul 2013

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Managed business customer relationships and service requests while ensuring compliance with banking standards.
```

Skills: Customer-Relationship-Management, Banking-Compliance, Service-Delivery

### Client Care Representative III / Technical Support III

[Dish Network LLC](https://himalayas.app/companies/dish-network). Jun 2006 - Oct 2010

```text
Provided technical support and customer service solutions while maintaining quality and customer satisfaction.
```

Skills: Technical-Support, Customer-Service, Quality-Assurance

## Education

### De La Salle University

Bachelor of Science, Computer Science

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Completed undergraduate coursework in Computer Science over four years at De La Salle University.
```

### NEBOSH

NEBOSH International General Certificate (IGC), Occupational Health and Safety

```text
Earned the NEBOSH International General Certificate (IGC).
```

### Lean Six Sigma

Lean Six Sigma White Belt Certification, Process Improvement

```text
Earned the Lean Six Sigma White Belt Certification.
```

### ISO

ISO 45001 Awareness Training, Occupational Health and Safety

```text
Completed ISO 45001 Awareness Training.
```

## Tech stack

- Salesforce
- Microsoft Teams
- Microsoft Excel

To contact Erwin, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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