Jesus III Navarro
Cebu,PHIL
Summary
Detail-oriented Quality Assurance Specialist with a strong focus on driving quality improvements and compliance. Proven track record in mentoring teams and enhancing operational processes to ensure high standards in product quality.
Overview
13
13
years of professional experience
Work History
Quality Assurance Specialist
QBE Group Shared Services Centre
Cebu, Philippines
06.2021 - 10.2024
- Led quality assurance initiatives to enhance compliance with industry standards.
- Developed and implemented testing protocols for software applications, improving defect identification processes.
- Facilitated training sessions for team members on quality control procedures and best practices.
- Conducted thorough audits of operational processes, identifying areas for improvement and ensuring adherence to regulations.
- Analyzed test results and presented findings to stakeholders, driving informed decision-making on product quality.
- Mentored junior staff in quality assessment techniques, fostering a culture of continuous improvement within the team.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Claims Handler
QBE Group Shared Services Centre
Cebu, Philippines
09.2019 - 06.2021
- Managed claims processing for diverse insurance products, ensuring compliance with company guidelines.
- Analyzed claim documentation to determine validity and assess potential discrepancies.
- Collaborated with cross-functional teams to expedite claims resolution and enhance customer satisfaction.
- Developed training materials for new hires, improving onboarding efficiency and knowledge retention.
Product Training Specialist
Telstra Corporation
Cebu, Philippines
06.2016 - 09.2019
- Developed and delivered tailored training programs for product launches and updates.
- Collaborated with cross-functional teams to enhance training materials and resources.
- Assessed training effectiveness through participant feedback and performance evaluations.
- Implemented best practices for instructional design to improve learner engagement.
Customer Sales and Service Expert
Sprint
Cebu, Philippines
08.2011 - 06.2016
- Delivered exceptional customer service through effective communication and problem-solving skills.
- Assisted customers in selecting products and services, enhancing overall satisfaction and loyalty.
- Resolved complex customer inquiries efficiently, ensuring timely follow-up and resolution.
- Trained and mentored new team members on sales techniques and customer engagement strategies.
Education
Bachelor of Interior Design - Interior Architecture
University of San Carlos - Technological Center
Cebu, Philippines06-2013
Skills
- Detail-oriented
- Quality assurance
- Problem-solving skills
- Analytical thinking
- Decision-making
- Team collaboration
- Customer service
- Quality improvements
- Quality management systems
- Team leadership
- Establishing and enforcing policy
- Project management
- Customer focus
Accomplishments
- Resolved product issue through consumer testing.
- Achieved effective step by step method by completing smooth and reliable customer experience with accuracy and efficiency.
- Collaborated with operations and production in the development of providing quality AI tools for a much productive and accurate audit-based performance by the consultants.
- Documented and resolved common opportunities which led to customer dissatisfaction and turned into a satisfaction rate received by consultants and experience from customers.
- Supervised team of 15 different field of staff members.
Languages
English
Native or Bilingual
Timeline
Quality Assurance Specialist
QBE Group Shared Services Centre
06.2021 - 10.2024
Claims Handler
QBE Group Shared Services Centre
09.2019 - 06.2021
Product Training Specialist
Telstra Corporation
06.2016 - 09.2019
Customer Sales and Service Expert
Sprint
08.2011 - 06.2016
Bachelor of Interior Design - Interior Architecture
University of San Carlos - Technological Center