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Quality Analyst at HCL with 11 years in Customer Service and Education
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Competencies
Extensive experience in call center, back office, and billing support, ensuring high customer satisfaction.
Skilled in developing and delivering training modules, coaching teams to improve performance and professionalism.
Proficient in providing actionable feedback to enhance agent performance and customer interactions.
Experienced in teaching arts, English, Psychology, and Philosophy to a diverse student body, including those with special needs.
Strong proficiency in Microsoft Office tools and effective communication, including accent neutralization training.
Education
Languages
Summary
Dedicated professional with over a decade of experience in customer service, quality analysis, and education. Skilled in coaching, training, and process improvement, with a psychology degree enhancing interpersonal skills.
Key Achievements
- Led initiatives to improve call center agent performance through targeted feedback and project development.
- Developed and implemented training programs for customer service teams, enhancing professionalism and empathy.
- Created small-scale projects to address specific areas of opportunity, resulting in measurable service improvements.
- Successfully transitioned from customer service roles to quality analysis, demonstrating adaptability and growth.
- Contributed to educational development by teaching diverse student groups, including those with special needs.
Experience
Quality Analyst
Provide feedbacks for the areas of opportunites that agents have., Elaborate small projects to improve areas of opportunities such as: empathy statements, time frames, being professional on the call due to incorrect wording choice., Lidership on calibrations globally: India, USA, United Kingdom and Guatemala sites., Delivering training to peers.
Customer Service Representative
Activate phone lines for T-Mobile., Run credit for clients., I was part of the red-hat cofac program., I develop a temp position for Supervisor and Trainer.
Teacher
Arts teacher for 6th grade, English teacher from 7th to 11th grade, Psychology and Philosophy for 10th and 11th grade., This is a school for kids with different capacities (special needs) such as: Autism, Deaf, Down´s Syndrome, etc.