Peter Mark Sotomango

Quality Assurance and Compliance

• Spearheaded the implementation and maintenance of ISO 9001:2015 standards, ensuring full compliance across the organization and driving continuous improvement initiatives
• Led internal and external audits, including ISO surveillance and recertifications, achieving 100% compliance and identifying key areas for process optimization and cost reduction
• Developed and executed Corrective and Preventive Action (CAPA) plans, improving operational efficiency and quality assurance processes
• Monitored and tracked CAPA actions to closure, ensuring timely resolution of issues and preventing recurrence through robust follow-up and reporting
• Conducted compliance, surveillance, and special audits across multiple functional areas to ensure strict adherence to organizational processes and regulatory requirements
• Contributed to the creation and alignment of documented processes such as Policy, Procedures, Guidelines, Standard Operating Procedures (SOPs), eForms with Qatar Cool Framework of Excellence (QCFE) and ISO standards, ensuring standardized operations across the organization
• Supported the development and tracking of performance metrics (KPIs) to drive data-driven decision-making, providing insights to leadership for continuous improvement

Data Analysis and Process Automation

• Developed interactive dashboards using Power BI, visualizing KPIs, incident trends, and compliance metrics, enabling real-time decision-making and improving organizational transparency
• Leveraged Power Automate to streamline workflows, automate repetitive tasks, and significantly improve operational efficiency, reducing manual effort and minimizing processing time

Incident Management and Root Cause Analysis (RCA)

• Managed the Incident Management system, overseeing the end-to-end process from incident reporting to resolution, ensuring factual, accurate and timely incident management
• Conducted monthly meetings with the Incident Management Team, presenting updates on incident status, identifying key issues, and developing improvement plans to enhance operational efficiency
• Participated and led Root Cause Analysis (RCA) sessions using APOLLO RCA methodology, resolving incidents and implementing corrective actions to prevent recurrence, improving overall operational reliability
• Analyzed incident trends and provided actionable insights to senior management, leading to a reduction in incident frequency and improved organizational performance

Document Control and Records Management

• Implemented a comprehensive Records Management System (RMS) across the organization, ensuring systematic control and secure handling of records in compliance with organizational standards and ISO 9001:2015
• Developed and codified procedures for records management, standardizing workflows and ensuring the accurate classification, retrieval, and disposal of documents in line with legal, regulatory, and company-specific requirements
• Led the Document Control system, ensuring accuracy, accessibility, and compliance with ISO standards and industry best practices
• Designed and implemented the Data Management System (DMS) through SharePoint and OpenText Platforms), streamlining document workflows and improving retrieval efficiency across departments
• Standardized document processes, including version control, classification, and tracking, ensuring the comprehensive design and management of policies, procedures, and guidelines
• Conducted regular audits of document control processes, ensuring continuous compliance with QCFE and ISO standards
• Managed the systematic filing of corporate documents, including contracts, agreements, and project records, ensuring easy accessibility and security
• Coordinated across departments to ensure the timely dissemination and action on reports, drawings, and submittals, improving interdepartmental communication and efficiency

Budgeting and Procurement Management

• Responsible for the annual budgeting process for the department, overseeing the allocation of resources, identifying cost-saving opportunities, and ensuring that the budget aligns with strategic goals
• Managed purchase requisitions and purchase orders, ensuring that procurement processes were efficient, cost-effective, and in line with organizational requirements and project timelines
• Coordinated with vendors and internal teams to ensure timely delivery of goods and services, optimizing procurement workflows and reducing operational delays

Training and Collaboration

• Delivered training and awareness programs on quality policies, records management, and procedures, promoting a culture of compliance, excellence, and continuous improvement
• Collaborated with the Leadership Team to align quality initiatives with organizational strategy and customer expectations, ensuring that quality goals were consistently met
• Prepared and presented detailed audit reports to senior management, outlining key findings, providing actionable recommendations, and ensuring the implementation of improvement initiatives

• Company Overview: Client: Verizon High-Speed Internet
• Managed a team of subordinates at TeleTech, supporting Verizon High-Speed Internet, a leading telecommunications company in the United States
• Ensured client demands such as metrics, reports, and Statement-of-Work (SOW) were met, achieving full compliance with client requirements
• Streamlined operational processes by analyzing data and implementing efficiency improvements, significantly reducing processing time and enhancing productivity in a high-pressure environment
• Created and analyzed daily, weekly, monthly, and quarterly reports, ensuring accuracy and providing actionable insights to leadership for decision-making
• Coached and mentored supervisors, improving team performance and reducing errors
• Conducted interviews for internal applicants, ensuring the selection of top talent
• Resolved operational issues and prevented escalations, maintaining a positive work environment and improving team productivity
• Designed and managed incentive programs that boosted team morale and performance, leading to measurable improvements in productivity
• Maximized profit of offline groups through staffing projections and effective management of hours, optimizing resource allocation and reducing costs
• Client: Verizon High-Speed Internet