Aaron Matthew Ang

Aaron Matthew Ang

$20/hr
Freelance Writing
Reply rate:
62.3%
Availability:
Hourly ($/hour)
Age:
42 years old
Location:
Mangaldan, Pangasinan, Philippines
Experience:
10 years
Aaron Matthew A. Ang Philippines --Summary of Qualifications  10 years of extensive experience as a freelance writer in various niches. o o o    Written thousands of articles over the course of a decade Ghostwriter for several eBooks covering diverse topics Sample of niches written about:  Business  Health  Personal and Business Finance  Advertising and Sales Copy  Pets  Relationships  Leadership and Management  Sports 14 years of experience in BPO; three years in Director capacity Graduate of B.S Psychology: Lyceum-Northwestern University (2004) Supported Quality for programs in the following (voice, chat, email, & back office): o Technical:  Telco: Comcast, Sprint General Care, AT&T U-VERSE, Intriga Mobility  Mobile & Electronic Devices: Samsung Telecommunications America, Samsung Electronics America o Financial:  PayPal, NetSpend, Prepaid North Debit Card, Prime Signature Card, American Express: Bluebird, Certegy o Others:  Ceridian Healthcare, Marketing Inc. Major League Baseball, Harte-Hanks Career Highlights Operational Support & Value Add  Developed end-to-end Root Cause Analysis process for VOC which translated to operational action plans, thereby improving program VOC scores and training methodologies.  Was sent to Monterrey, Mexico to organize and establish firm quality processes and increase Quality scores as per client target.  Implemented an Extended Learning Program as part of the update management process. This is an online exam done weekly to test agents’ product knowledge and used test results to improve agent opportunities. Quality Management System  Designed and implemented COPC-adherent transaction monitoring process to ensure both process level and agent level requirements are met  Created a Monitoring Improvement Plan and Red Flag process to reduce common pitfalls and drive CSRs’ consistency in Quality adherence.  Revised and designed Quality monitoring forms as per client, business, COPC requirements, and findings based on correlation studies.  Standardized calibration processes across multiple programs; launched Audit the Auditor process to measure the accuracy and check content substance of QAs’ evaluations.  Standardized hiring process for Quality personnel; created and implemented Minimum Skill Requirement, exams & and measures of validation. People Engagement & Development  Launched site-wide QA Apprentice Program—a 3-month long people development initiative encouraging CSRs to attend classroom-based trainings to understand Quality principles and methodologies such as Pareto, Ishikawa Diagram, Excel, Root Cause Analysis, Calibration, etc…; end goals are to motivate, educate employees, and have a pool of resources available for pullout should the business need arise.  Designed a granular Performance Measurement System to accurately record QAs accomplishments and job execution; this includes clear, objective, and achievable KPIs for Quality personnel; established monthly performance reviews for QAs.  Cross trained multiple QAs to provide support to multiple programs.  Developed course materials/learning modules as part of QAs’ development program; this includes but is not limited to Quality Program Design, Quality Form Design, Basic and Advanced Excel; Intro to Six Sigma; Calibration Metrics, Root Cause Analysis, etc…  Efficiency: Streamlined reporting methodologies; reduced reporting time from 3 hours to 45 minutes; Increased evaluation sample size of each QA to 300% Professional Background Quality Director Concentrix Quezon City 2018 Quality Director Transcom Worldwide, Inc. Mandaluyong City 2015 to 2017 Senior Quality Manager FIS Global Philippines, Inc Makati City 2012 to 2015 Process Improvement Manager Harte-Hanks Philippines, Inc. Taguig City 2010 – 2012 Assistant Quality Manager Sutherland Global Services, Inc. Makati City, Tarlac City, and Davao City 2006 –2010 CSR ICT Marketing Services Makati City 2004 –2006
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