Jean Gandeza
Fujairah,U.A.E
Summary
A motivated individual with experience developing, putting into practice, and managing various quality management and continuous improvement system procedures that decrease duplication, increase accuracy and efficiency, and accomplish organizational goals. With 8+ years of expertise assisting executives and managers in their leadership responsibilities,. Enthusiastic quality management system and academic support officer with knowledge of resolving customer problems. Works to increase success through effective work strategies and customer service.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
Work History
Officer, Quality Management System
University of Fujairah
Fujairah, U.A.E
03.2020 - Current
- Coordinated and managed programme-based assessment processes, including assessments and summative.
- Provided administrative support through scheduling and coordinating placements and managing documentation for processes relating to students' professional placements.
- Effectively coordinated disability services to ensure reasonable accommodations adjustments, such as extended exam time and accessible learning materials, for students with special needs.
- Coordinated programme and course review processes, including data collection related to course evaluation and improvement and implementing recommendations for enhancement.
- Oversaw course development processes including managing course catalogue entries, supporting course convenors, and ensuring alignment with curriculum standards.
- Supported university committees, such as curriculum development committees, by providing educational policy advice and facilitating action plans to ensure adequate implementation of committee decisions.
- Received and reviewed transcripts to ensure eligibility for admission to college or specific programmes.
- Advised students on academic program choices and career pathways, aligning individual goals with curriculum offerings.
- Made recommendations for continuous improvement related to the use of new teaching tools, resources, and training and the improvement of online doctoral education instruction.
- Organized, detailed, and able to work well under pressure to meet deadlines.
- Assisted students in selecting courses to align with their interests and abilities.
- Determined the validity and reliability of data gathering methods.
- Answered student inquiries and resolved problems related to curriculum and course prerequisites.
- Reviewed student files to ensure deadlines were met for completing various graduation requirements.
- Met firm deadlines while applying result-driven and goal-oriented methodology to teaching initiatives.
- Assessed data gathering methods for validity and reliability purposes.
- Facilitated workshops and seminars to enhance students' study skills, time management, and academic success strategies.
- Worked with faculty and staff to address student concerns.
- Responded promptly to student inquiries, providing guidance on academic policies, procedures, and university resources.
Quality Enhancement and Academic Support Staff
Gulf Medical University
Ajman, U.A.E
04.2013 - 03.2020
- Administration: Follow up the strategic plan KPIs on a regular basis to ensure that objectives are met as per schedule; Develop, manage, and implement the University's data utilization for the Team and external audits; Provide information that is clear, succinct, and accurate to aid senior leaders in boosting university performance standards, especially those of underachieving students; Identify the need for and make arrangements for the provision, analysis, and review of data and in-depth reports and information, such as: Plans for course and module improvements; whenever the top leadership team and other organizations request it, provide data; Help the administrator of academic programs handle the data for the university programs
- College Committees (CC, QA&PE, IPE, and Assessment): Follow up on the implementation of minutes in coordination with committee chair; Collecting and revising course syllabi and files; Prepare reports on course evaluation after mid-semester and End-semester exam; Prepare timetables of lectures, class tests, mid-semester, and end-semester exams; Support the accreditation of all programs in terms of continuous preparation of necessary documentation
- Faculty: Prepare faculty allotment document every semester to be forwarded to Vice-Chancellor, Academics; Calculation and documentation of Faculty workload; Documentation of faculty professional development
- Experiential Education: Follow up with our PharmD and Master student documentation requirements to Sheikh Khalifa Medical City Ajman, Cleveland Clinic Abu Dhabi, Tawam Hospital, and any other sites, including USA institutions; Clinical Training Program for Non-GMU students: Follow up with PharmD, Master, and students from other pharmacy institutions starting clinical training under supervision of COP for Scheduling, BLS, Lab, Payment, and other documentation; Prepare schedule and follow up for early clinical exposure and student summer training
- Students: Prepare student cohort analysis and alumni placement documents; Coordinate clinical postings and Theory Classes for BPTand BSC
- MIS, BSC
- AT,BBMS and Pharm D; Prepare duty rota of Medical Interns and get approval from HoD for 8 rotations; Maintains interns file (collects the logbook verified and duly signed by the internship supervisor, Intern Notes, and Daily Activity Sheets filled self-assessment form for the completed rotations)
- Maintain attendance records of each interns
- Provide an evaluation form to each supervisor before the end of the rotation.
Branch Office Secretary/Receptionist/Coordinator
Cleanco Cleaning Services & Building Maintenance
Fujairah, United Arab Emirates
03.2011 - 03.2013
- Coordinated IT support for office equipment and technology issues.
- Coordinated logistics for internal and external meetings, enabling seamless operations.
- Supported recruitment processes, including candidate screening and interview coordination.
- Organized and maintained efficient filing systems for quick document retrieval.
- Managed the reception area, greeting visitors and providing assistance to create a welcoming environment.
- Executed quality control procedures, ensuring compliance with established standards.
- Handled incoming calls and emails, directing inquiries to appropriate personnel.
- Conducted data analysis to identify trends and opportunities for process improvement.
- Conducted customer satisfaction surveys, implementing improvements based on feedback.
Research Assistant/Sales Representative
Skyline Gardens Development Corporation
Lapulapu City Cebu, Philippines
12.2009 - 01.2011
- Generate reports on sales, providing relevant information to track sales progress and inform future strategies.
- Helped resolve client problems quickly with superior customer service.
- Prepared sales contracts and oversaw the signing of both parties.
- Resolved customer concerns promptly to maintain satisfaction.
- Completed customer searches to generate new leads.
- Closely monitored weekly sales to write reports for senior leadership and streamline operational processes.
- Responded to telephone and in-person requests for information.
- Adapted sales techniques to specific clients and promoted products based on individualised client needs.
- Collected and processed payments.
- Presented the latest merchandise to prospective buyers.
- Set up appointments with potential and current customers to discuss new products and services.
- I contacted satisfied customers to offer additional services.
- Reached out to prospective customers and warm leads to establish friendly, professional relationships.
Supporting Executive Secretary
Visayas Community Medical Center
Cebu City, Philippines
09.2006 - 04.2009
- Scheduled Board of Directors meetings, assisting with meeting materials, resources and agendas.
- Answered phones and took messages or routed calls to correct people.
- Collaborated with admin teams, human resources and finance department on special projects.
- Maintained databases and filing systems to boost team efficiency.
- Facilitated smooth communication between CEO and members of staff.
- Kept executives informed of upcoming commitments and responsibilities.
- Responded to emails and other correspondence, facilitating positive communication for enhanced business processes.
- Coordinated events and conferences, offering support with set-up and resources to guarantee smooth operations.
- Attended meetings on behalf of executives, taking notes and recording minutes.
- Made travel arrangements and booked accommodation for executives.
- Fielded calls and resolved general queries to limit pressure on management.
- Evaluated data and communicated reports to improve strategy planning.
- Welcomed arriving visitors and directed to appropriate meeting rooms.
- Researched and compiled data to prepare documents for directors to present during meetings.
- Filed and retrieved corporate records, documents and reports.
- Assigned work to appropriate members of staff on behalf of CEO.
- Opened, sorted and distributed incoming mail, emails and faxes.
- Prioritised critical items in leadership calendars and adjusted schedules to accommodate them.
- Collated information from staff required to resolve customer queries and complaints.
- Prepared expense reports to monitor staff and business spending.
Outbound Telemarketer
IV Call Center
Iloilo City, Philippines
09.2005 - 04.2006
- Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
- Maintained call centre efficiencies, ensuring clear, effective communication with all departments.
- Facilitated strategic decision-making by producing accurate, comprehensive end-of-shift reports.
- Optimised customer experience by tailoring responses to individual needs.
- Acted as first point of contact for customer issues and queries.
- Used targeted questioning techniques to determine customer needs and appropriate support.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Recommended technology to improve call flow, reducing customer waiting times by up to 3 minutes.
- Answered 100+ customer queries daily via inbound calls, emails and live chats.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Maintained accurate knowledge of current services to provide informative customer advice.
Education
Bachelor of Arts in Sociology-Community Development - Interdisciplinary Approach, Integrating Sociological Theories With Practical Skills
University of The Philippines
Iloilo, Philippines 06.2000 - 11.2005
Skills
- Administration
- Data Analysis
- Data Entry
- Process improvements
- Customer service
- Plan-Do-Check-Act methodology
- Excellent time management
- Attention to detail
- Problem-solving
- Team building
- Communication skills
- Customer-focused
- Google Workspace
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Timeline
Officer, Quality Management System
University of Fujairah
03.2020 - Current
Quality Enhancement and Academic Support Staff
Gulf Medical University
04.2013 - 03.2020
Branch Office Secretary/Receptionist/Coordinator
Cleanco Cleaning Services & Building Maintenance
03.2011 - 03.2013
Research Assistant/Sales Representative
Skyline Gardens Development Corporation
12.2009 - 01.2011
Supporting Executive Secretary
Visayas Community Medical Center
09.2006 - 04.2009
Outbound Telemarketer
IV Call Center
09.2005 - 04.2006
Bachelor of Arts in Sociology-Community Development - Interdisciplinary Approach, Integrating Sociological Theories With Practical Skills
University of The Philippines
06.2000 - 11.2005
Custom
03/14/2029
Personal Information
Passport Number: P1057696B
Birthdate: 27 January 1983
Custom
03/14/2029
Personal Information
Passport Number: P1057696B
Birthdate: 27 January 1983
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