Ma Q.

I am a detail‑oriented professional with 10+ years of experience in data entry, insurance enrollment, quality assurance, and customer support in the BPO industry. My strength lies in accuracy, error detection, and compliance, ensuring reliable results in fast‑paced environments. With leadership roles at Optum and SPI Global, I’ve enhanced workflows, resolved client concerns, and driven efficiency gains. My work style is collaborative, proactive, and solutions‑driven, balancing independent execution with team support. Employers benefit from my ability to streamline processes, reduce errors, and strengthen customer trust. I bring not only technical expertise but also professionalism, adaptability, and dedication—delivering consistent value that supports operational success and long‑term growth.

• Assistant Manager / Management Trainee / Assistant Manager - Apprentice

  Optum Global Solutions · 2022 — Present
  As an Assistant Manager / Management Trainee / Apprentice, I supported leadership initiatives, managed team performance, and drove operational efficiency. I collaborated with stakeholders to resolve client concerns, implemented process improvements to enhance customer experience, and monitored KPIs to ensure departmental goals were met. My work included guiding teams through policy compliance, assisting with disciplinary actions, and strengthening workflow management. With a proactive, solutions‑driven style, I consistently delivered value by improving efficiency, fostering team development, and ensuring high standards of service and client satisfaction.

• Enrollment / Eligibility Representative

  Optum Global Solutions · 2019 — 2022
  As an Enrollment / Eligibility Representative, I ensured the accuracy and compliance of group insurance enrollments before policies were issued. I prepared and processed new enrollments, converted and managed member data with precision, and reviewed documents to identify discrepancies or missing information. Using internal systems, I maintained group data for seamless integration and compliance, while communicating issues to brokers and account executives for resolution. I performed detailed quality checks to meet state mandate requirements and consistently managed multiple tasks in a fast‑paced environment with strong attention to detail and deadlines.

• Subject Matter Expert (SME)

  Optum Global Solutions · 2020 — 2022
  As a Subject Matter Expert, I provided process guidance, quality support, and real‑time assistance to team members and new hires. I supported onboarding by guiding new hires through New Business Review (NBR), assisted colleagues with inquiries, and delivered timely resolutions. I conducted real‑time interventions on complex cases via side‑by‑side coaching, floor walks, and Microsoft Teams. I performed audits, offered constructive feedback, and facilitated refresher sessions to reinforce best practices. Collaborating with Operations, Quality, Training, and Leadership teams, I contributed to process improvements and knowledge reinforcement, ensuring accuracy, efficiency, and strong team performance.

• Customer Experience – Apprentice

  Optum Global Solutions · 2019 — 2020
  As a Customer Experience Apprentice, I supported the New Business Review (NBR) Team by auditing processes, analyzing trends, and identifying opportunities to enhance service quality. I performed data mining and partnered with Account Managers to create targeted action plans for issue resolution and process improvement. Collaborating closely with teams, I ensured quality standards were consistently met and service expectations upheld. I also assisted in monitoring operational performance, tracking key metrics, and driving continuous improvement initiatives to boost efficiency and customer satisfaction.

• SAM Post-Install Review Representative

  Optum Global Solutions · 2018 — 2019
  As a SAM Post‑Install Review Representative, I ensured the accuracy and compliance of group insurance enrollments after policies were issued. I assessed eligibility, verified documents, and identified discrepancies to maintain data integrity. I managed retroactive eligibility changes, maintained precise records, and conducted detailed quality reviews to confirm compliance with company standards and state mandates. I communicated issues to brokers and account executives for resolution while balancing multiple tasks in a fast‑paced environment. With strong attention to detail and operational efficiency, I consistently delivered reliable results that supported compliance, benefits administration, and customer satisfaction.

• Team Leader

  SPI Global · 2015 — 2018
  As a Team Leader, I guided and supported my team to achieve operational excellence and meet company objectives. I coached employees, set clear goals, and provided daily operational support to drive consistent performance and professional growth. I addressed work‑related concerns, handled escalations, and clarified process inquiries to maintain smooth operations and employee satisfaction. I tracked attendance, productivity, and performance metrics to ensure targets were consistently met, while assisting in the implementation of disciplinary actions aligned with company policies. With a proactive leadership style, I fostered accountability, collaboration, and continuous improvement to strengthen overall team performance.

• Senior Content Editor / Content Editor

  SPI Global · 2011 — 2015
  As a Senior Content Editor, I ensured the accuracy, consistency, and quality of Online and CD publications on the LexisNexis platform. I managed publication uploads, guaranteeing timely and reliable availability for end users. I conducted thorough content and functionality checks to confirm compliance with client standards, identified and reported quality issues to UK editors, and performed detailed reviews to safeguard editorial integrity. My role demanded strong attention to detail, adherence to guidelines, and a commitment to maintaining high editorial standards, ensuring published content was accurate, consistent, and dependable across multiple formats.

• Bachelor of Science in Computer Science

  Adamson University · 2007 — 2011