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Xiao Oquendo

@xiaooquendo

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Results-oriented Quality Assurance Lead with a passion for process improvements.

Philippines

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What I'm looking for

I am looking for a role that values quality assurance and process improvement, where I can lead teams and enhance customer experiences.

I am a results-oriented Quality Assurance Lead with a proven track record in managing complex operations and driving process improvements within dynamic BPO environments. My experience at Concentrix has honed my skills in team leadership, stakeholder management, and data-driven decision-making. I am passionate about delivering exceptional customer experiences and ensuring quality processes are consistently applied across all operations.

Throughout my career, I have supervised work groups, managed resources, and facilitated training and performance appraisals in accordance with organizational policies. My role as a Security and Suspensions Analyst at Telus International Philippines allowed me to handle critical customer cases and perform strategic outreach to prevent account suspensions. I thrive in environments where I can leverage my expertise in quality assurance methodologies to enhance operational efficiency and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance Lead - Google

Current

Concentrix

Jan 2019 - Present (6 years 5 months)

Supervised work groups, including work assignment and attendance monitoring, and provided input into selecting, training, and developing staff. Managed resources across the assigned portfolio of a single client or site, ensuring consistent application of the quality process/system.

Quality Assurance Team Leadership Stakeholder Management Process Improvement

Security and Suspensions Analyst - Google

Telus International Philippines

Jan 2018 - Present (7 years 5 months)

Handled terminations and suspensions case tickets caused by delinquent and/or fraudulent billing accounts, abusive project activities, and false-positive scenarios. Performed strategic customer outreaches to avoid account suspensions and terminations for verified and medium to high customers.

Account Management Fraud Analysis Cloud Computing Billing

Service Desk Analyst - McDonald's Corporation

Xerox

Jan 2014 - Present (11 years 5 months)

Monitored system health using various tools and metrics to identify potential issues before they impact users. Assisted senior SREs in troubleshooting and resolving critical incidents that affect system uptime and performance.

System Monitoring Troubleshooting Automation Root Cause Analysis

Helpdesk - Carl Karcher Enterprise

Cognizant

Jan 2011 - Present (14 years 5 months)

Provided IT support for a major fast-food chain, including help desk, configuration, and software assistance. Installed and maintained POS systems and network devices, and managed new employee computer setup and Active Directory.

IT Support Active Directory Software Configuration

Education

Degrees, certifications, and relevant coursework

Mapua University

Bachelor of Science, Computer Science

Currently pursuing a Bachelor of Science in Computer Science. The curriculum focuses on foundational computer science principles, including programming, data structures, and algorithms.