Xiao Oquendo
@xiaooquendo
Results-oriented Quality Assurance Lead with a passion for process improvements.
What I'm looking for
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
Quality Assurance Lead - Google
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.
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.
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.
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.
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.
University of San Agustin
Bachelor of Arts, Philosophy
Completed a Bachelor of Arts in Philosophy. This program developed critical thinking, analytical reasoning, and ethical understanding.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
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