ANTHONY KIN CORTEZ
Las Pinas
Summary
I am a results-driven professional with 5+ years of experience in quality analysis, client management, and process improvement. I have proven my ability to enhance workflows, implement new policies, and collaborate with cross-functional teams to optimize performance. I am also skilled in project execution, data-driven decision-making, and client relations, with expertise in platforms such as Salesforce, G Suite, and Jira.
Overview
10
10
years of professional experience
Work History
Senior Quality Analyst & Subject Matter Expert
Cognizant
10.2020 - 01.2026
- Social media moderation in regards to high profile account escalations and termination of violent and hateful entities
- Managed and improved quality assurance by analyzing data trends and implementing process optimizations.
- Ability to utilize advanced functions in Google Sheets such as LOOKUP and PIVOT, etc.
- Worked directly with clients to ensure compliance with safety policies and improve platform guidelines.
- Led internal training sessions to enhance team efficiency and maintain high-quality standards.
- Developed and executed process improvements to streamline workflows and reduce errors.
- Managed new hires and provided support for cross-vendor partners and internal departments regarding the management team and company policies.
- Delivered data-driven presentations during Weekly and Monthly Business Reviews (WBR/MBR), translating quality metrics into actionable insights for leadership and client partners.
Social Media Content Moderator
Cognizant
04.2019 - 10.2020
- Removal of violating accounts and content within the network
Virtual Administrative Assistant
DC Excel Consulting / AIS-ICT Consulting
07.2017 - 09.2018
- Provided project support and process implementation to improve business operations.
- Assisted in client communication and workflow coordination to enhance service efficiency.
Tier 1 Customer Chat Support
Conduent
11.2016 - 01.2017
- Delivered customer service solutions for both technical and billing while ensuring compliance with company policies.
Tier 3 Customer Service & Sales Representative
IBEX Global Solutions Inc.
09.2015 - 03.2016
- Handled complex customer escalations, requiring strong decision-making and resolution skills.
Education
College of Fine Arts And Design
University of Santo Tomas
Manila03-2017
Secondary Education - undefined
Don Carlo Cavina School
01-2013
Skills
- Process Improvement & Project Execution – Implemented workflow changes for increased efficiency
- Client & Stakeholder Management – Coordinated with clients to improve service delivery
- Data Analysis & Quality Assurance – Leveraged Salesforce, Jira, and G Suite for data-driven improvements
- Leadership & Team Training – Conducted training sessions to enhance team skills
- Video Editing & Content Production – Technical proficiency in using video editing software like CapCut or Adobe Premiere Pro to produce quality content and storytelling
Accomplishments
- Collaborated directly with client stakeholders to develop and implement a structured step-by-step review framework for suspended social media accounts, enabling the compliant reinstatement of hundreds of thousands of users while preventing policy and backend loopholes; the process was adopted across the project and later implemented by multiple vendor teams beyond Cognizant.
- Recognized as QA of the Quarter and multiple-time QA of the Month for outstanding quality oversight, policy accuracy, and performance consistency.
Timeline
Senior Quality Analyst & Subject Matter Expert
Cognizant
10.2020 - 01.2026
Social Media Content Moderator
Cognizant
04.2019 - 10.2020
Virtual Administrative Assistant
DC Excel Consulting / AIS-ICT Consulting
07.2017 - 09.2018
Tier 1 Customer Chat Support
Conduent
11.2016 - 01.2017
Tier 3 Customer Service & Sales Representative
IBEX Global Solutions Inc.
09.2015 - 03.2016
Secondary Education - undefined
Don Carlo Cavina School
College of Fine Arts And Design
University of Santo Tomas