Jenelyn B.
Senior Quality Manager
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About
Jenelyn B. is a seasoned professional with over 19 years of experience in Quality Management and the BPO industry. She has a proven track record in data reporting and dashboard automation, having notably increased reporting efficiency by 30% in her role at KMC Solutions Inc. Jenelyn's expertise in Quality Assurance has been honed through her leadership positions at WNS Global Services, where she consistently ensured KPI compliance above 90% and spearheaded customer satisfaction improvements by 15%. Her adept management of Six Sigma methodologies has led to significant organizational enhancements, including a 30% reduction in privacy breaches. Jenelyn excels in developing actionable insights and facilitating continuous improvement projects that boost organizational efficiency. With a strong foundation in KPI tracking and performance analysis, she equips leadership with the insights necessary for strategic planning and compliance with regulatory audits. Her contributions extend to client relationships, where her proactive communication consistently enhances satisfaction levels.
Experience
Data Analyst & Reporting
KMC Solutions Inc. · 2025 — 2026Created automated dashboards and reports for KPI tracking, enhancing reporting efficiency. Evaluated complex datasets to pinpoint opportunities that improved performance and mitigated risks. Collaborated with Marketing, Sales, Finance, and Operations to share insights, increasing collaboration. Delivered executive dashboards and recommendations for strategic planning, facilitating the launch of new hire batches. Conducted monthly forecasting to ensure 100% capacity planning readiness. Maintained accuracy in reporting processes, achieving full compliance during audits.Deputy Manager, Quality
WNS Global Services · 2022 — 2025Supervised QA processes to ensure KPI targets were met, maintaining a compliance rate above 90%. Handled reporting and monthly analysis to inform leadership decisions. Enhanced client satisfaction through effective communication and relationship management with stakeholders. Spearheaded transformation projects aimed at boosting organizational efficiency.Assistant Manager, Quality
WNS Global Services · 2010 — 2022Managed team performance to achieve over 90% KPI compliance, formulating action plans for areas needing improvement. Set expectations and delegated tasks in line with SLAs to decrease breaches by 25%. Executed a Six Sigma project that reduced privacy breaches by 30%. Provided Lean Six Sigma training for 10 Team Leaders to enhance process knowledge. Conducted quarterly risk reviews, effectively lowering operational risks by 20%. Initiated innovation programs, leading to numerous process improvement ideas. Assisted in ISO audits, ensuring 100% compliance in quarterly assessments.Lead Associate, Quality
WNS Global Services · 2006 — 2010Performed call monitoring and analysis, raising agent compliance scores by 15%. Offered coaching and development for agents, resulting in a 20% increase in performance ratings. Engaged in quality incentive programs, contributing to a 10% boost in productivity. Led calibration sessions to standardize evaluation criteria across teams. Developed training programs to improve agent knowledge, cutting errors by 25%. Supported QA certification processes, certifying over 100 agents. Generated performance metrics reports, increasing reporting accuracy by 30%.
Skills & Expertise
Education
- Bachelor in Science Tourism ManagementUniversity of Santo Tomas · 1995 — 1999
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