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Quality & Customer Service Professional with 6+ years in Customer Support & Quality Assurance
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Competencies
Expertise in delivering attentive support via calls and emails, ensuring customer satisfaction.
Skilled in auditing, analyzing interactions, and maintaining high quality standards in customer support.
Capable of analyzing processes and data to identify improvements and ensure compliance.
Assertive and clear communicator, effective in calibration and collaboration with teams and clients.
Efficient in managing multiple tasks and meeting SLA deadlines in dynamic environments.
Education
Languages
Summary
Dedicated professional with over 6 years in customer service, quality assurance, and analytics. Proven track record of enhancing customer experience, ensuring compliance, and managing product migrations. Bilingual with strong analytical and communication skills, holding a Law Degree from Universidad Dominicana O&M.
Key Achievements
- Led quality audits and calibration sessions to improve customer service standards at TELEPERFORMANCE.
- Managed SLA compliance and conducted audits for product migrations at THRYV DOMINICANA.
- Collaborated with clients to ensure quality standards met, enhancing customer satisfaction.
Experience
Customer Service Representative
Provided attentive customer support via inbound calls and emails, addressing general inquiries and issues, assisting with credit card payment processing, and facilitating online order placements.
Quality Assurance Analyst
Audited and analyzed Customer Service Representatives’ interactions using Klaus and Zendesk to ensure adherence to quality standards., Participated in calibration calls to align on updates and requirements, and provided targeted feedback to address and correct common errors.
Acting Quality Coordinator
Collaborated closely with clients to ensure their quality standards were met according to their specific requirements., Kept the Quality Analysis department informed of the latest updates and processes., Presented audit data in weekly business reviews to highlight common errors, areas of opportunity and highlights assessing quality performance, and outlining action plans to ensure the compliance with the daily quota.
Fulfillment Analytics Specialist
Managed and keyed Thryv products within SLA parameters, handled escalations, and conducted Recurly audits., Audited U.S. SEOs and played a key role in several major product migrations in 2024.
Call Quality Partner
Monitored and evaluated customer service calls to ensure compliance with company guidelines and delivery of excellent customer experiences., Conducted calibration sessions with peers to maintain scoring consistency, and provided actionable feedback to team leaders to drive performance improvement.