Rey Cadayong

I have built my career at Cognizant Technology Solutions, where I have gained extensive experience across multiple roles, including Agent, Subject Matter Expert (SME), Quality Analyst, and currently Team Lead. This progression has given me a strong end-to-end understanding of operations, quality standards, and team performance in high-volume, fast-paced environments.

As an Agent and SME, I handled and reviewed high priority cases and tickets, ensuring compliance with platform policies and conducting in-depth investigations of potential violations. I also supported escalations and collaborated closely with internal stakeholders by providing detailed analysis and recommendations. My role as a Quality Analyst further strengthened my analytical skills, where I audited cases, identified improvement opportunities, documented findings, and coached agents to improve accuracy and performance metrics such as ACOR.

In my current role as a Team Lead, I am responsible for leading project initiatives aligned with organizational goals. This includes identifying opportunities, defining objectives, building and managing skilled teams, creating project plans with clear timelines, and coordinating with stakeholders to ensure successful execution. I closely monitor performance, manage SLAs and KPIs, address risks and deviations, and continuously look for ways to improve processes, efficiency, and team capability.

My professional interests focus on leadership development, operational excellence, process optimization, and data-driven decision-making. I am particularly interested in roles where I can continue to lead teams, improve workflows, mentor individuals, and contribute to scalable, high-quality operations while growing alongside the organization.