Sherwin Santos

With my solid background in teaching, training, operations, workforce management, and quality control, I am committed to fostering professional growth, improving team performance, and maintaining high standards of quality. I bring a detail-oriented approach, strong analytical and problem-solving skills, and a commitment to fairness, consistency, and continuous improvement. I strive to contribute to an organization where collaboration, accountability, and excellence drive meaningful results.

QUALITY CONTROL ANALYST at Omega Healthcare (2023-11 – Present)

• Skilled in collaborating with cross-functional teams, maintaining accurate and well-organized documentation, and identifying opportunities to drive continuous improvement and operational efficiency.
• Dedicated to maintaining high-quality standards and driving operational excellence through systematic monitoring, performance evaluation, and data-driven decision-making.
• Committed to continuous improvement, operational efficiency, and achieving organizational objectives while ensuring high levels of customer satisfaction.

TRAINER / QUALITY ANALYST at Concentrix (2022-10 – 2023-11)

• Upskilled team handling in process based knowledge.
• Able to deliver effective communication, emotional intelligence, critical thinking, and decision making.
• Welcoming teams feedback in pursuing professional development and practicing opportunities for improvement,
• Manage team's goal in pursuit of their improvement and development in a holistic way.

REAL-TIME ANALYST at Concentrix (2022-05 – 2022-10)

• Upskilled in handling reports and using excel.
• Developed management skills in handling 9 line of businesses
• Able to communicate well to operations with their real-time needs.
• Improved personal stress handling skills and able to work on pressure.

SR. REPRESENTATIVE / SUPPORT at Concentrix (2022-02 – 2022-05)

• Assigned to assist agents with their concern about patients insurance benefits.
• Top agent support within on the 2nd quarter rockstar awarding.
• Worked as an escalation specialist with federal providers team.

CUSTOMER SERVICE ADVOCATE at Concentrix (2020-10 – 2022-02)

• Assigned to assist providers with their concern about patients insurance benefits.
• Top agent for 5 consecutive months.
• Increased customer satisfaction in improving customer service.

Bachelor of Secondary Education in English – ICCT Colleges Cainta (2025-12)

Master of Arts in Education in English – National Teachers College (2026-08)