Eric Thomas De Guzman Email & Phone Number

Taguig, National Capital Region, Philippines

• Supervised the daily functions of a team comprising 10+ Loan Document Processors, ensuring timely completion, quality, and process compliance in Lending Operations.• Managed the performance of Loan Processors, building a high-performing team.• Compiled and analyzed individual Quality reviews using Microsoft Excel to identify error trends; facilitated a 15% reduction in recurring issues by implementing targeted training for team members based on insights from data.• Acted as Quality Point of Contact, establishing processes for Quality Disputes and Operational Quality Reviews.• Compiled and reported data on Control measures at the Line of Business level using Microsoft Excel.• Identified opportunities for process improvement and developed risk controls, resolving issues in loan processing and servicing.• Reported on Quality status and error trends to drive refresher training initiatives.• Achieved top Quality recognition for the Manila Hub within the Line of Business throughout 2023 and 2024.• Collaborated with Stateside Partners in in-depth analysis for Quality enhancement• Led weekly Calibration Sessions with leadership and specialists to tackle common process challenges.• Identified opportunities for process improvement and developed risk controls, resolving issues in loan processing and servicing.• Proposed knowledgebase revisions to address key opportunities at the Enterprise level.

Taguig, National Capital Region, Philippines

• Lead a team of 10+ Quality Analysts, supervising performance and ensuring operational excellence across various Lines of Businesses.• Collaborate effectively with stakeholders to maintain up-to-date and transparent support logic for agents, reviewers, and LOB Managers.• Spearhead process improvements to enhance the customer and stakeholder experience.• Conduct second-level reviews and disputes, ensuring validity and providing coaching to Quality Analysts as needed.• Partner with BPO sites to optimize performance and uphold quality standards.• Facilitate and participate in alignment sessions to ensure seamless process adherence among all supporting parties.• Identify and report knowledge base faults to prevent process misunderstandings.• Boosted BPO partner’s quality metrics to meet and maintain set goals.

Taguig, National Capital Region, Philippines

• Evaluate and monitor service quality of in-house Community Operations Specialists and outsourced BPO agents.• Ensure process alignment through regular participation in calibration sessions.• Actively proposes process improvements for enhanced customer service to both internal and external stakeholders.

Taguig, National Capital Region, Philippines

• Address escalated driver-partner and rider concerns globally, delivering direct and high-quality solutions.• Ensure prompt responses to customer complaints and queries.• Offer valuable feedback to leadership for agent performance.• Enhance service experience for driver-partners and riders.

Pasig, National Capital Region, Philippines

• Deliver high-quality solutions and support for customer inquiries, ensuring timely responses and adherence to service standards.• Respond promptly to customer requests and queries, ensuring high levels of satisfaction.• Consistently achieve KPIs, demonstrating high-performance service.• Enhance customer loyalty through quality asset-based solutions.

Pasig, National Capital Region, Philippines

• Supervised a Game Support team of up to 46 personnel, including Game Operations Specialists and Seniors, to achieve optimal team performance.• Maintained effective client communication to ensure the implementation of appropriate policies.• Conducted Customer Satisfaction survey analysis to enhance processes and polices for improved customer friendliness and satisfaction.• Managed Quality Control and provided regular coaching to elevate service quality delivered by the team.

Pasig, National Capital Region, Philippines

• Provide exceptional customer support by effectively utilizing company resources.• Facilitate communication between operations staff and management to enhance collaboration.• Ensure smooth team operations as acting supervisor in the manager's absence.• Leverage expertise as a Subject Matter Expert to train and support peers.

Pasig, National Capital Region, Philippines

• Deliver exceptional customer support for online game operations, ensuring compliance with user agreements through expert game surveillance and decisive action.• Consistently achieve KPI targets set by the LOB, demonstrating high performance and operational excellence.• Monitored games and enforced user agreement compliance.• Executed actions against rule violators, protecting game integrity.

Pasig, National Capital Region, Philippines

• Deliver exceptional customer support for online game operations, ensuring compliance with user agreements through expert game surveillance and decisive action.• Consistently achieve KPI targets set by the LOB, demonstrating high performance and operational excellence.• Monitored games and enforced user agreement compliance.• Executed actions against rule violators, protecting game integrity.

Bachelor Of Science In Physics, Materials Science

Activities and Societies: Physics Society, College Government of Science

Education record

Elementary and High School Diploma