About Hazel Marie Louise Lopez
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Work Type Full Time Work
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Gender Female
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Years of Experience 11
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Trained and Verified Yes
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Salary Per Hour (USD) 8
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Viewed 60
About me
Experienced professional with a demonstrated history of success in the BPO, SEO, and Financial services sectors, displaying proficiency in Quality Assurance, Project Management, Content Review, Customer Service, Banking, Human Resources, and Leadership. A Lean Six Sigma Yellow Belt Practitioner and adept support professional, holding a Bachelor’s degree in BS Psychology from Far Eastern University- Philippines.
Education
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2010 - 2014
Far Eastern University
Bachelor of Science in Psychology
I have a Bachelor's degree in BS Psychology from Far Eastern University- Philippines.
Experience
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2022 - Present
Byte Precision Sdn Bhd
Project Quality Assurance
Supports planning, designing, and executing a project
In charge of Training, Calibration, Internal Assessment Arrangement & Result
Announcement, Quality Data Export, Policy alignment and SOP Query Answering
Perform daily audit on internal system
Provide analysis of errors and feedback to respective team
Work with Internal Training Team to align Policy understanding of QA and
moderation teams -
2020 - 2022
Inn Confidence
QUALITY ASSURANCE PROCTOR/ INVIGILATOR
Oversees and participates in the administration of written tests, performance
tests, and interviews and oversees the work of assigned Examination Proctors
Responsible for assisting students throughout formal test-taking procedures -
2020 - 2022
Peak Support Global Enterprises
QUALITY ASSURANCE ANALYST
Audit calls and tickets
Coaching team members based on call/ticket audits
Analyzes call and ticket drivers to help in improving the overall process that will
drive CES (CSAT)
Working with the project leads in coaching and development
In charge of weekly and monthly audit reports
Holds QA calibrations with the leads (weekly/bi-weekly)
Closely monitor and forecasting workflow for capacity planning
Maintain and keep up the quality of the team
In charge of interviewing new applicants for QA posts
Conduct training, calibration, refresher when necessary
Make sure the team are aligned with the same policy knowledge
Responsible for assessing the quality of the team performance on the project.
Detail-oriented, analytical, and able to make a decision based on the business
model or data to comply with the policy guidelines. -
2019 - 2020
Manpower Business Solutions Sdn Bhd
QUALITY ASSURANCE SPECIALIST
Closely monitor and forecasting workflow for capacity planning
Maintain and keep up the quality of the team
Conduct training, calibration, refresher when necessary
Make sure the team are aligned with the same policy knowledge
Responsible for assessing the quality of the team performance on the project.
Detail-oriented, analytical, and able to make a decision based on the business
model or data to comply with the policy guidelines
Act as Subject Matter Expert for the team to identify and close gaps/grey
areas in Client’s Policies and provide feedback/highlight to the Client
accordingly
Responsible for providing weekly and monthly reports to the management
team to identify individual and team error trends
Develops and maintains an understanding of customer Service Level
Agreements and the team’s key performance requirements -
2018 - 2019
Manpower Business Solutions Sdn Bhd
CONTENT REVIEW ANALYST/ CONTENT MODERATOR
Supports planning, designing, and executing a project
In charge of Training, Calibration, Internal Assessment Arrangement & Result Announcement, Quality
Data Export, Policy alignment and SOP Query Answering
Perform daily audit on internal system
Provide analysis of errors and feedback to respective team
Work with Internal Training Team to align Policy understanding of QA and moderation teams -
2016 - 2018
JP Morgan Chase &Co.
EMPLOYEE CUSTOMER SPECIALIST (HUMAN RESOURCE)
Handles employees payroll account for North America based employees
Discusses JP Morgan Chase and Co.-NA Policies and Procedures
Caters all inquiries regarding Active employees such as Employment Verification process, Beneficiary
Forms and Leave of Absence fulfillment forms -
2014 - 2015
HSBC HDPP Electronic Data Processing Inc.
OPERATIONS ASSOCIATE
Mainly handles credit card inquiries, disputes and chargeback process.
