FRAULEIN SUMABAT
Garson
Summary
A detail-oriented Quality Assurance Analyst with years of experience in analyzing and improving quality control processes. Skilled in conducting audits, implementing quality management systems, and facilitating training programs. Adept at identifying process gaps and recommending solutions to improve quality and productivity.
Overview
11
11
years of professional experience
Work History
Senior Quality Assurance Analyst
Manulife
10.2023 - Current
- Cultivate a positive work environment within the team
- Stay informed about procedural documentation and operational changes, ensuring compliance with updated guidelines and regulations
- Conduct intraday reporting to promptly address quality issues within defined Service Level Agreements (SLAs)
- Provide coaching, feedback, and cross-training for team members in operations
- Communicate processing trends to management for strategic decision-making
- Recommend continuous improvements to business processes to enhance client experience and optimize processing times
- Ontario, Canada - Remote
Operations Associate
Manulife
08.2022 - 10.2023
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Planned and implemented performance improvement and quality assurance programs
- Educated employees on specific QA standards and confirmed maintenance of standards
- Communicated with production team members about quality issues
- Demonstrated strong organizational and time management skills while managing multiple projects
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
- Mapped processes holistically examine business flow and identify improvement opportunities
- Analyzed trend data to forecast operational needs and plan next course of action
- Assessed operational performance to identify areas for improvement
- Ontario, Canada - Remote
Payment Services Officer
Employment and Social Development Canada - Greater Sudbury
02.2022 - 07.2022
- Monitors payments of benefits throughout the duration of the claim
- Determines eligibility of individuals applying for benefits
- Ascertain the facts surrounding an applicant's loss of employment and availability for work
- Manages and deescalates difficult situations with customers
- Provides clients with requested information
- Worked effectively in fast-paced environments
- Paid attention to detail while completing assignments
- Identified issues, analyzed information and provided solutions to problems
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Ontario, Canada
Team Member
Tim Hortons
10.2021 - 02.2022
- Assisted customers in selecting merchandise best suited to needs
- Operated register to process payments and collect cash payment for order totals
- Evaluated customer needs and feedback to drive product and service improvements
- Kept work areas clean, organized, and safe to promote efficiency and team safety
- Developed strong cooperative relationships with coworkers and managers
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials
- Learned all required tasks quickly to maximize performance
- Maintained productive, efficient approach to all tasks
- Addressed and resolved customer complaints in polite and professional manner
Quality Assurance Specialist
Manulife Business Processing Services
07.2018 - 03.2020
- Updated inspection journals and daily summary logs with quality-related data
- Created and maintained several databases to track statistical data
- Implemented daily strategies for volume handling
- Performed quality checks and prepared accuracy reports
- Provided trend analysis and suggested ways to improve the current process and team metrics
- Promoted knowledge sharing within the team and supported the cultivation of a goal-oriented culture
- Assisted immediate supervisor in coordinating team resources and monitoring team activities
- Conducted one-on-one coaching sessions with associates
Business Process Associate
Manulife Business Processing Services
04.2014 - 07.2018
- Calculates the amount of insurance premiums
- Processes removal of coverages and riders
- Processes changes (increase or decrease) in face amounts of basic insurance and riders
- Reinstates terminated policies
- Processes client requests to use their reduced paid-up insurance option
- Sets up coverages with underwriting
- Provides information and responds to inquiries from customer service representatives, counterpart business units, and other departments
- Meets changing demands by recommending improvements to business systems or procedures
Education
Bachelor of Science - Hospitality Management
University of the East
Manila12.2013
Skills
- Quality Assurance
- Critical Thinking
- Optimization
- Active Listening
- Complex Problem-solving
- Workflow Diagrams
Timeline
Senior Quality Assurance Analyst
Manulife
10.2023 - Current
Operations Associate
Manulife
08.2022 - 10.2023
Payment Services Officer
Employment and Social Development Canada - Greater Sudbury
02.2022 - 07.2022
Team Member
Tim Hortons
10.2021 - 02.2022
Quality Assurance Specialist
Manulife Business Processing Services
07.2018 - 03.2020
Business Process Associate
Manulife Business Processing Services
04.2014 - 07.2018
Bachelor of Science - Hospitality Management
University of the East
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