RMRoland Muñez
@rolandmuez
Quality analyst specializing in QA coaching, customer experience improvement, and wireline network troubleshooting.
PhilippinesWhat I'm looking for
I am a dedicated quality analyst with experience in quality assurance, customer experience improvement, and technical network operations within healthcare and telecommunications environments.
At Accenture I evaluate call performance against Symplr and Verizon Wireless standards, identify process gaps, and deliver actionable coaching to improve service quality and reduce repeat interactions.
I also have hands-on network support experience troubleshooting fiber, copper, and transport systems, monitoring performance with enterprise tools, and collaborating with field technicians and NOC teams to minimize service disruptions.
Experience
Work history, roles, and key accomplishments
ACEvaluates call performance against Symplr and Accenture quality and compliance standards, identifies process gaps, and provides coaching to improve service quality and workflow efficiency.
TEProvided expert-level troubleshooting across multiple products and platforms, delivering fast, accurate, and solution-focused technical support while adhering to service standards.
Network Engineer
Verizon Wirelines
Performed diagnostic testing and troubleshooting of fiber, copper, and transport network issues, monitored performance to identify faults and collaborated with NOC and field teams to minimize service disruptions.
Quality Analyst
Verizon Wireless
Monitored and evaluated agent calls to ensure compliance with Verizon Wireless quality, policy, and communication standards and analyzed call trends to reduce repeat interactions.
Education
Degrees, certifications, and relevant coursework
Misamis University
Bachelor of Science, Marine Transportation
Completed tertiary studies focused on maritime and technical subjects leading to a Bachelor of Science in Marine Transportation.
Ramon Magsaysay National High School
High School Diploma, Secondary Education
Completed secondary education at Ramon Magsaysay National High School.
Gapasan Elementary School
Elementary School Certificate, Primary Education
Completed primary education at Gapasan Elementary School.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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