Open to opportunities

Ram Casas

@ramcasas

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Experienced quality assurance analyst with a focus on team development.

Philippines

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What I'm looking for

I am looking for opportunities that allow me to grow professionally while contributing to team success and enhancing quality standards.

As a dedicated Quality Assurance Analyst with extensive experience in the BPO industry, I have successfully led initiatives that enhance team performance and improve project outcomes. My proactive approach to compliance and quality management has resulted in zero non-conformance findings during audits and a significant increase in client satisfaction scores. I thrive in collaborative environments, where I can mentor junior analysts and foster a culture of continuous improvement.

Throughout my career, I have consistently demonstrated my ability to analyze data and develop tailored corrective action plans, leading to measurable reductions in error rates and operational efficiencies. My commitment to customer satisfaction drives me to seek feedback for process improvements, ensuring that our services not only meet but exceed client expectations. I am passionate about leveraging my skills to contribute to team success and drive organizational growth.

Experience

Work history, roles, and key accomplishments

Quality Assurance Analyst

Acquire BPO

Aug 2023 - Sep 2023 (1 month)

As a Quality Assurance Analyst, I improved project timelines by 15% through enhanced team collaboration and communication. I ensured compliance with industry standards, resulting in zero non-conformance findings during audits. Additionally, I mentored junior analysts, leading to a 30% increase in their efficiency.

Quality Assurance Compliance Team Collaboration Mentoring Data Analysis Project Management

Leadership and Development Quality Auditor

Ubiquity Global Services

Sep 2019 - Apr 2023 (3 years 7 months)

In my role as a Quality Auditor, I implemented a routine audit system that enhanced coaching quality and improved team performance metrics by 30%. My data analysis led to a 25% reduction in error rates for client deliverables, significantly boosting operational efficiency.

Auditing Data Analysis Coaching Performance Metrics Training Process Improvement Customer Satisfaction Reporting Risk Analysis

Freelance Photographer

ConstantineClicks

Feb 2018 - Jul 2019 (1 year 5 months)

As a Freelance Photographer, I delivered high-quality images under tight deadlines, enhancing client satisfaction and increasing referrals by 30%. I streamlined the photo editing process, improving project delivery times by 20% while maintaining high standards.

Photography Time Management Photo Editing Creative Strategy Adobe Photoshop Project Management Customer Satisfaction

Customer Service Representative

Ten Elleven

Dec 2017 - Mar 2018 (3 months)

In my role, I handled escalated customer complaints, improving satisfaction scores significantly. I developed new procedures that increased operational efficiency by 11% and created dashboards for KPI monitoring, enhancing data-driven decision-making.

Customer Service KPIs Data Entry Process Improvement Team Collaboration Communication

Customer Service Representative

Concentrix PHIL

Apr 2016 - Jan 2017 (9 months)

As a CSR for Google, I improved operational efficiency by addressing recurring issues and maintaining a CSAT score above 92%. I actively sought process improvements and cross-trained team members, enhancing service delivery and customer engagement.

Customer Service Problem Solving Process Improvement CRM Management Zendesk Communication Team Collaboration Data Analysis

Skip Trace Investigator

GC SVCS PHIL

Jul 2013 - Feb 2016 (2 years 7 months)

As a Skip Trace Investigator, I maintained confidentiality while conducting investigations, achieving an 85% success rate in asset identification. My innovative techniques improved research efficiency and contributed to a 30% increase in successful recoveries.

Data Analysis Confidentiality CRM Reporting Problem Solving Communication

Telecommunications Customer Service

Transcomm Worldwide Philippines, Inc.

Dec 2012 - Jul 2013 (7 months)

In this role, I consistently exceeded sales quotas and provided valuable feedback to improve product offerings. My presentations increased new customer acquisitions, and my customer engagement efforts enhanced satisfaction ratings.

Sales Customer Service Product Knowledge Presentation Skills Communication Team Collaboration Problem Solving CRM

V-

Retail Sales Associate

V-Customer

Sep 2011 - Dec 2012 (1 year 3 months)

As a Retail Sales Associate, I maintained a clean store environment and assisted customers with purchases, leading to a 20% increase in reward program enrollments. My proactive engagement improved customer satisfaction and retention rates.

Customer Engagement Salesforce Customer Satisfaction Problem Solving Communication Teamwork