Mark Morada

Experience

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  ESTI

  Jun 2000 - Mar 2003

  Part-Time Instructor

  • Facilitate classes for technical/ vocational students for Basic Math, Computer History and Psychology subjects • Curated curriculum guide and prepared grades • Led institution level activities

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  Cisco

  Sept 2003 - Aug 2004

  Customer Service Representative

  • Tracked network router alarms which could be issues in the customer side, and raised tickets as necessary• Analyzed customer survey results and initiated customer call back to understand areas of improvements which led to promotion to Quality Coordinator

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  Cisco

  Sept 2008 - Jul 2009

  Senior Quality Assurance Specialist

  • Pioneer Quality Coordinator, helped in QA scorecard building, QA process documentation, and implementation • Performed QA targets for multiple teams and provided feedback to the network engineers (5 different teams of up to 70 engineers), consistently awarded top QA Coordinator • Participate in global audits. other related activities and led continuous improvements out from observations, QA calibration, other feedback mechanisms resulting to consistent client satisfaction• Led account level engagement activities Show less

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  IBM Business Services

  Jul 2009 - Dec 2009

  Quality Assurance Specialist

  - • Pioneer Quality Specialist , received product (US HR compensation and benefits support service) training, helped in documentation, Customer Service Skills training and QA scorecards building • Performed QA targets for multiple teams and harmoniously worked with operations leads to improve opportunities • Led continuous improvements resulting to consistent client satisfaction• Devised means to QA Spanish and French support calls Key Skills: Quality Assurance, Customer Service, US HR compensation and benefits support service, Documentation,, Training Show less

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  IQVIA

  Dec 2009 - Apr 2011

  Quality Specialist

  - • Pioneer Quality Specialist, received product ( meeting expense audit of US pharmaceutical companies training, helped in documentation, forward training and QA scorecards building • Performed daily QA work for multiple teams and harmoniously worked with operations leads to improve opportunities • Led QA calibration and other continuous improvements resulting to consistent client satisfaction• Trained newly hired QA specialist Key Skills: Quality Assurance, Expense audit for US pharmaceutical companies, Documentation, QA Scorecard, Calibration, Training Show less

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  ANZ

  Apr 2011 - Apr 2025

  As Campus Lead,  Developed and implemented mission, vision, priorities, measures/ KPIs, and frameworks (operational, financial and strategic) aligned to business goals and various stakeholders  Established and expanded processes, roles (Data Stewards, Business Analysts/ Journey Experts, Change Lead) and FTEs (from 6 to 28) in the service centers resulting to $500,000 per annum savingsProcess Lead (Service Delivery Manager)  Managed day to day operations of 12 Data Stewards (Investigation and Insights Squad) in Manila and Bengaluru Process owner for extremely high critical support largely for data governance addressing data quality issues (correction/ remediation), reconciliation, investigation, analysis, deep dives to produce or identify patterns and actionable insights with high accuracy and shorter SLAs to protect single customer view (Master Data) Worked with wider cross functional team contributing to the success of customer profile management, continuous data and platform integration, strategic transformations (MDM solution) for the bank with the use of operational insights  Ideated and led delivery of multiple automations including python-enabled machine learning automation, with total benefits of 100 FTEs saves- As Product Owner of Investigations and Insights Squad, managed multiple priorities, risk, business engagement along the delivery lifecycle from portfolio roadmap ideation, work prioritization, actual build, delivery and post change support - Manages changes and transitions (ave of 8 per annum) Show less • Led/ co-led process or project documentation resulting to well documented references and baseline information • Corrected data quality issues in not less that 20 core banking systems (including KYC, customer core systems or individual, organizational, products for global business systems ) as part of wider remediation project of the bank resulting to cleaner data, efficiencies and positive customer experience• Supported business systems via email support to bankers and other systems users• Participate in systems enhancement work, i,e, ideation, testing, post change support Key Skills: Data Quality , Business Systems Support, Customer Data, Know Your Customer, Systems Change, Testing Show less

  • Campus and Operations Lead (Service Delivery Manager and Change Support)

    Jan 2016 - Apr 2025

  • Senior/ Business Systems and Data Quality Analyst

    Apr 2011 - Dec 2015
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  ING

  Apr 2025 - now

  Vice President, Data Quality Circle Lead