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Raymart Donato

@raymartdonato

Operations and quality assurance at WNS Global Services; reduced repeat compliance errors by 22%.

At WNS Global Services, I developed KPI dashboards and performance reports and conducted quality audits for an Australian insurance account. I partnered with leadership on corrective actions that reduced repeat compliance errors by 22%.

Before that, as a Senior Associate - Operations (BPO) at WNS Global Services, I handled complex insurance policy interactions and customer inquiries, maintaining a 95%+ CSAT rating across 50+ daily interactions. I earned consecutive Best Agent Awards for performance accuracy and meeting operational SLAs.

I also designed and implemented an electronic voting system for campus elections as the Lead Developer of my BS IT capstone thesis at PIMSAT Colleges Inc.; it cut vote tallying time from 8 hours to under 15 minutes. As a freelance graphic designer, I’ve produced invitation packages and promotional media using Canva and Adobe Photoshop.

Experience

Work history, roles, and key accomplishments

Current

Transactional Quality Lead Associate

Current

WNS Global Services

Mar 2024 - Present (2 years 7 months)

Developed KPI dashboards and performance reports, facilitated calibration sessions, and conducted quality audits for an Australian insurance account. Identified workflow gaps and implemented corrective actions, reducing repeat compliance errors by 22%.

KPI Tracking Dashboard Reporting Data Analysis Quality Assurance Compliance Monitoring Process Improvement Stakeholder Coordination Document Management

Current

Freelance Graphic Designer & Media Specialist

Current

Self-Employed

Jan 2017 - Present (9 years 9 months)

Produced bespoke wedding, baptism, and debut invitation packages using Canva and Adobe Photoshop for 10+ private clients with 100% positive satisfaction. Provided on-call graphic editing and event publicity assets for Lions Club International.

Canva Photoshop Graphic Design Media Design Event Promotion

Senior Associate - Operations (BPO)

WNS Global Services

Apr 2021 - Mar 2024 (2 years 11 months)

Handled complex insurance policy interactions and customer inquiries, maintaining a 95%+ CSAT rating across 50+ daily interactions. Resolved intricate policy issues through rigorous account analysis, decreasing Average Handle Time by 12% and boosting First Contact Resolution.

Customer Service Account Management Issue Resolution Escalation Management Data Analysis Quality Assurance Average Handling Time (AHT) Optimization First Contact Resolutions

Customer Service Representative

Accenture

Oct 2020 - Mar 2021 (5 months)

Diagnosed product and service issues for frontline customers, conducting root cause assessments that improved First Contact Resolution by 18%. Streamlined record-keeping and ticket documentation processes, contributing to a team efficiency rating boost of 14%.

Root Cause Analysis Customer Service Issue Resolution Document Management Process Improvement First Contact Resolutions

Advisor II - Customer Service Associate

Concentrix

Dec 2019 - Jun 2020 (6 months)

Provided high-precision customer service and account management for financial sector clients, maintaining strict data security and compliance. Updated confidential customer records and processed financial balance requests with 100% data accuracy.

Customer Service Account Management Data Integrity Compliance Data Entry Financial Services

Lead Developer - BS IT Capstone Thesis

PIMSAT Colleges Inc.

Jan 2019 - Jan 2020 (1 year)

Designed, developed, and implemented a secure automated voting system for campus elections, cutting vote tallying time from 8 hours to under 15 minutes. Served as Student Council Business Manager and held departmental leadership roles.

System Development Project Management Leadership Event Management Technical Workshops

Account Officer

Card Bank Inc.

May 2017 - Aug 2019 (2 years 3 months)

Managed micro-banking client portfolios and conducted daily accounts receivable reconciliations with zero margin of accounting error. Organized community financial literacy meetings for 100+ clients, increasing client retention and loan repayment efficiency by 20%.

Portfolio Management Accounts Receivable Customer Relationship Management Community Engagement Documentation Reporting

Education

Degrees, certifications, and relevant coursework

PIMSAT Colleges Inc.

Bachelor of Science, Information Technology

2015 - 2020

Activities and societies: Lead Developer for BS IT Capstone Thesis; Student Council Business Manager; Elected President and Vice President of IT Education.

Bachelor of Science in Information Technology from PIMSAT Colleges Inc., San Carlos Campus, from 2015 to 2020.