Michael Brix P. Pablo

Results-oriented professional with extensive experience in ENGIE Impact's operational environment, driving performance excellence, quality consistency, and client satisfaction. Proven ability to lead and motivate teams, manage workflow efficiency, and implement sustainable process improvements aligned with business and client objectives. Recognized for fostering collaboration across departments, coaching team members toward measurable growth, and promoting a culture of accountability, engagement, and continuous improvement.

Quality Analyst - ENGIE IMPACT INC.

(2021-10)

• Spearheaded QA initiative projects across multiple processes, driving improvement in quality consistency and operational scalability.
• Partnered with Operations and Training to standardize evaluation methods and strengthen performance consistency across teams.
• Conducted weekly audits and calibration sessions with team leaders to maintain scoring alignment and compliance with standard operating procedures.
• Coached and mentored trainees and junior analysts on quality standards, root cause analysis, and process compliance.
• Served as a primary escalation point for complex client and operational issues, ensuring swift and compliant resolution.
• Delivered data-driven insights on performance trends using Power BI and Excel to support data-driven decision-making and continuous improvement.
• Conducted trend analysis and root cause reviews to identify performance gaps and recommend actionable solutions.
• Partnered with cross-functional teams to standardize procedures, align performance metrics, and strengthen workflow efficiency.
• Conducted material audits to update SOPs and quick reference materials, reducing repeat errors and promoting standardization.
• Identified opportunities to streamline operations through process improvements, system enhancements, and documentation updates.

Subject Matter Expert (Operations) - ENGIE IMPACT INC.

(2021-10)

• Acted as the primary escalation point for complex client issues and guided specialists toward accurate and timely resolutions.
• Guided and coached team members through targeted feedback and real-time support, improving accuracy and turnaround performance.
• Supported daily operations through real-time queue management, staffing alignment, and performance tracking.
• Led calibration sessions and training refreshers that strengthened scoring consistency and specialist understanding.
• Developed learning materials, reducing repeat errors and promoting standardization.
• Analyzed recurring operational issues and partnered with leadership to implement process refinements improving client satisfaction.
• Contributed to improved client satisfaction by enhancing accuracy, communication, and issue resolution speed

Market Analytics Specialist / Operations Specialist IV - ENGIE IMPACT INC.

(2021-10)

• Managed end-to-end billing operations ensuring 100% compliance with standard operating procedures.
• Analyzed and resolved billing discrepancies through collaboration with finance and client success teams, reducing billing error rates.
• Ensured accuracy and consistency of billing and data management processes through regular quality checks and process standardization.
• Delivered data-backed operational insights and performance summaries that guided leadership in optimizing workflows and resource allocation.

Process Quality Auditor - ST. MARY'S COLLEGE OF MEYCAUAYAN

(2013-06 - 2021-06)

• Conducted internal process audits aligned with ISO 9001:2015 standards, ensuring adherence to institutional and service quality requirements.
• Led Corrective and Preventive Action (CAPA) reviews that improved audit closure rates.
• Designed and implemented process documentation and SOP updates to enhance consistency across academic support units.
• Delivered quality awareness and compliance training, building organizational readiness and continuous improvement culture.

Mathematics Area Supervisor / Instructor / Research Consultant - ST. MARY'S COLLEGE OF MEYCAUAYAN

(2013-06 - 2021-06)

• Supervised a team of educators, aligning curriculum implementation and instructional quality with institutional goals.
• Utilized performance data to guide coaching and curriculum adjustments, resulting in measurable improvement in student outcomes.

Master of Arts - Measurement and Evaluation - Philippine Normal University

Bachelor in Secondary Education - Major in Mathematics, Minor in Physics Education - Philippine Normal University