MDMary Joy Dumaguin
@maryjoydumaguin
Quality-focused QA professional with 5+ years in coaching, training, and performance improvement.
PhilippinesWhat I'm looking for
I am a training-driven quality assurance professional with over five years of experience across BPO, airline, technical support, and e-commerce environments. I specialize in QA audits, coaching, training facilitation, and performance tracking to enhance service quality and operational efficiency.
In recent roles I conducted daily QA evaluations across multiple markets, coached and trained 35+ agents, and served as acting team leader when required. My efforts directly supported improved lead conversion and contributed to over ₱6M in sales.
I have led e-commerce operations teams, coordinated cross-country teams, implemented process improvements, and handled escalations to boost productivity. I also have hands-on technical support experience troubleshooting streaming applications and consumer audio devices.
I bring strong communication, time management, and data-reporting skills, and I am committed to continuous improvement through coaching, training, and clear performance metrics.
Experience
Work history, roles, and key accomplishments
Quality Analyst
Kedma Lifestyle Philippines
May 2024 - Dec 2025 (1 year 7 months)
Conducted daily QA evaluations across multiple markets, coached 35+ agents, and improved lead conversion generating ₱6M+ in sales while preparing sales and performance reports to optimize outbound campaign accuracy.
Team Leader
Aver Fulfillment Global
Apr 2023 - Apr 2024 (1 year)
Led and coached cross-country teams for inbound/outbound e-commerce operations, implemented process improvements, and managed escalations to ensure timely order processing and improved operational efficiency.
TAProvided inbound technical support for streaming applications across multiple devices, resolving account access and compatibility issues to maintain smooth customer experience and accurate documentation.
Customer Service Representative
TeleTech Holdings
Sep 2021 - May 2022 (8 months)
Handled post-booking hotel and car rental issues and airline reservations, was promoted to SME within 3 months and supported agents on complex cases using GDS systems like Farelogix and Worldspan.
Technical Support Representative
Hinduja Global Solutions
Jan 2020 - Aug 2021 (1 year 7 months)
Provided technical troubleshooting for Bose consumer and aviation audio devices, assisted with setup and connectivity, and coordinated repairs and service requests in an upskilled role.
Education
Degrees, certifications, and relevant coursework
OUOur Lady of Fatima University
2014 - 2017
Completed tertiary studies at Our Lady of Fatima University from 2014 to 2017.
Burgos National High School
High School Diploma
2008 - 2012
Completed secondary education at Burgos National High School from 2008 to 2012.
Burgos Elementary School
2002 - 2008
Completed primary education at Burgos Elementary School from 2002 to 2008.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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