Melody Ocampo Casao is a trainer and quality assurance supervisor with 7 years of experience in the high-tech industry. She is responsible for training design and delivery, monitoring analyst performance, and generating quality reports. She delivers training to new and current hires, develops QA guidelines, evaluates work, and identifies areas for process improvement. Currently she works as a Training and Quality Supervisor at Allsectech Manila Inc, where her responsibilities include conducting training, performing quality audits, and supervising teams.

1. MELODY OCAMPO CASAO
 #57 Luzon St. Central Signal Village, Taguig City
 09291862664
busymhedz@yahoo.com
PROFILE
Trainer / Quality Assurance (Trainer/QA Supervisor)
Responsible for specific training design and delivery, and corporate new hire training delivery. Responsible for
monitoring quality of analysts, tracking their performance in a QA database, generating Quality Metrics reports,
making specific, written recommendations for remediation and providing remediation and feedback.
• Develop training materials for all supported processes.
• Deliver training to current and new hires on Customer service skills, Client applications and processes.
• Development of QA guidelines: liaise with the client and management to establish and implement quality
assurance standards and procedures aligned with client SLA’s
• Evaluate and score emails/cases/tickets on a weekly basis in an effort to track analysts’ compliance to
QA standards.
• Reporting: prepare and deliver quality evaluation reports on a weekly basis.
• Remediation: deliver (or coordinate the delivery of) training on quality assurance standards and
methodologies to analysts, based on QAs.
• Process Improvement: identify and report Quality Assurance concerns (trends) to management. Make
specific recommendations to management on how to improve processes, based on observations.
• Assist Corporate Training Team in delivery of new hire training program and in improving new hire
modules through lessons learned while training or information gathered from QA responsibilities
• Responsible for maintaining knowledge/staying apprised of changes to the corporate new hire modules.
• Assisting in various corporate training and QA initiatives, and other projects as assigned.
Reliable quality assurance analyst with seven (7) years’ experience in the high-tech industry offering the following
core competencies:
• Handle and resolve critical quality problems using research abilities.
• Hands-on experience with data collection and quality administration.
• Strong analytical skills, combined with effective communication, organizational skills and planning ability.
• Managerial qualities – Time management, project leadership and team work.
• Independent and self-directed – Can work with minimum supervision.
OBJECTIVES

2. Improve company performance through delivery of quality trainings and enhanced quality standards; deploying
strong, long-term training and QA integration strategies and process improvements.
PROFESSIONAL EXPERIENCE
Training and Quality Supervisor, Allsectech Manila Inc. May 4, 2015 - present
• Conduct training to current and new hires on Customer service skills, Client applications and processes.
• Perform quality audits.
• Facilitate calibration sessions.
• Supervises teams.
• Monitor the teams’ output and productivity on the following activities
 Invoice processing, matching, and rendering of payments.
 Review and verify invoices.
 Prepare analysis of accounts.
 Monitor accounts to ensure payments are up to date.
 Research and resolve invoice discrepancies and issues.
 Maintain vendor files. Correspond with vendors and respond to inquiries.
• Produce monthly reports.
• Provide supporting documentation for audits.
• Knowledgeable in Accounts Payable E2E Process
Quality Representative, STREAM Global Int.’l Services, Philippines Nov. 3, 2009 – March 31, 2015
• Assess QA performance – Retrieve and analyzed QA information to identify root causes of performance
gaps and other QA problems.
• Design quality regulations and evaluations based on monitoring of data flow.
• Set and verify standards of quality and testing procedures – Review and modified quality assurance
programs and tested performance according to user’s specific requests and data inputs.
• Administer the company privacy policy regarding data.
• Provide employees with relevant Quality Control training – Provide QA Talks, training in customer
relationship, and prepared presentations for others in the department/company regarding issues of
quality performance and testing.
• Collaborate closely with internal business units, Operations team, and clients.
• Monitor calls for voice account. Evaluate emails for non-voice account.
• Provide immediate feedback to Team Managers for coaching on agent’s AFI and give recommendation
to agents meeting and/or exceeding Quality and Net Promoter Scores.
• Facilitate calibration session with internal business units and with the clients.
• Respond to business email communications when necessary.
Virtual Legal Assistant, Vesagas & Bagon Law Firm Jan. 2011 – June 2013
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3. • Utilize telecommunications systems to screen or transfer calls, respond to caller inquiries, relay
messages and email communications.
• Perform routines office or clerical support tasks according to an established procedures and processes
of Administration; and clerical duties.
• Assist in administrative activities.
• Perform activities like drafting legal correspondence, and conducting legal research.
• Update bulletins, websites, and fan page, and send out newsletters.
• Assist with schedule management; arranges appointments, travel, meetings, conference calls, etc.
• Coordinate off-site meetings and conferences.
Level 3 - Network Specialist Team, TELETECH, Lipa City, Batangas Sept. 2008 – Oct. 2009
• Take in inbound/outbound calls
• Resolve customer’s issues ensuring resolution in a timely manner
• Provide support to the frontline agents through phone calls and through chat.
• Assist Level 2 agents who are having difficulties in handling calls and resolving customer’s issue.
• Serve as Escalation Team/ Handle supervisor calls
• Handle order issues, and technical concerns such as email client configuration (e.g. outlook, windows mail),
webmail/netmail configuration, telephone connection and internet connection problems (e.g. software
installation, configuration of modems and routers, browser, and wireless connection, and networking).
Technical Support Representative (Level 2), TELETECH, Lipa City, Batangas Mar. 2007 – Sept. 2008
• Take in inbound calls.
• Resolve customer’s issues ensuring resolution in a timely manner
• Following up with queries or escalating issues to 3rd level support
• Assist customers with their problems regarding internet connection and other related issues
• Provide customer service with satisfaction
ON-THE-JOB TRAINING, Integrated Bar of the Philippines-Batangas Nov. 2006 – Feb. 2007
• Do clerical works such as encoding, answering phone calls, attending meetings and court hearings
• Prepare legal correspondence and minutes of the meeting
• Carry out bails for detainees
EDUCATIONAL BACKGROUND
Bachelor of Science in Secondary Education University of Batangas June 2008 – Oct. 2008
Bachelor of Arts and Sciences, Major in Political Science University of Batangas June 2003 – April 2007

4. • Leadership Awardee
• Community Service Awardee
Batangas National High School Rizal Avenue, Batangas City March, 2003
• Duty Service Awardee
Bolbok Elemetary School Bolbok, Batangas City March, 1999
• Leadership Awardee
• Journalist of the Year
• Athlete of the Year
• 5th
Honorable Mention
PROFESSIONAL MEMBERSHIPS
Alliance of Pinoy Entrepreneurs Cooperative (APEC) Member Feb. 2010 - 2013
Philippine National Red Cross – Pasig Chapter Volunteer June 2012 - 2013
National Union of the Students of the Philippines – Batangas Chapter Member Dec. 2006 – 2008
SEMINARS ATTENDED
UB Student Government Leadership Development Assembly Guest Speaker Sept. 28 – 29, 2012
UB Student Government Leadership Development Assembly Guest Speaker Sept. 23 – 25, 2011
5th Annual UB Student Assistants’ Leadership Training Guest Speaker Nov. 2009
UBSG Leadership Training Seminar - Community Service Guest Speaker Oct. 2009
VOTERS’ EDUCATION Facilitator Feb. 16, 2007
15th
NUSP-Southern Tagalog Regional Student Leaders Convention Dec. 16-17, 2006
1st
Student Government and Campus Journalists Congress of the Philippines Dec. 8 -10,
2006
UB Political Science Circle 1st
Leadership Development Activity Nov. 11, 2006
Orientation Conference with the Stakeholders On Court-Annotated Mediation October 27,
2006
SK Youth Festival ’05 October, 2005
1st
Leadership Development Assembly Sept. 9 -11, 2005
2nd
Leadership Development Assembly Sept. 22 - 24, 2006
National Young Leaders Conference Feb. 22 - 24, 2005
Leadership Training Seminar Sept. 2004
I am diligent and trustworthy, very much inclined to undergo and learn new things through seminars, trainings, and
similar activities, can accept mistakes and learn from them. I can easily cope up with the changes and can work
4

5. with a group of people or independently. I am very much willing and dedicated to work on assigned tasks.
Character references available upon request.
MELODY O. CASAO

6. with a group of people or independently. I am very much willing and dedicated to work on assigned tasks.
Character references available upon request.
MELODY O. CASAO