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Customer Service & Quality Assurance with 8+ years in BPO and Tech
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Competencies
Used daily in engaging clients, coaching team members, and supporting cross-functional communication.
Adapted to various roles within customer service, technical support, and QA across different industries.
Handled challenging customer interactions, including collections and insurance claims, maintaining professionalism.
Managed multiple tasks efficiently in fast-paced call center environments.
Applied manual and automated testing techniques to support quality assurance initiatives.
Education
Languages
Summary
Experienced in client engagement, quality assurance, and technical support within BPO and tech industries, with a strong skill set in communication and adaptability.
Key Achievements
- Progressed from inbound sales and appointment setting to quality assurance and technical support roles, demonstrating skill development and role diversification.
- Supported teams in maintaining high quality communication standards and mentored team members on QA topics.
- Handled diverse customer issues across sales, collections, insurance, and technical support, demonstrating versatility.
Experience
Inbound Sales Agent
Inbound sales agent who focuses on attracting and engaging potential customers by providing valuable information and personalized solutions to meet their needs., Ultimately guiding them through their buying journey., Fostering long-term relationships.
Appointment Setter
Appointment setter agent specializing in contacting potential clients., Understanding clients' needs., Ensuring personalized and timely service.
Collection Agent
Collection agent responsible for contacting customers with overdue accounts, negotiating payment.
Quality Assurance Analyst
Supported the company in maintaining a work environment focused on quality, communication, collaboration, integration, and teamwork., Mentored and coached team members on QA topics and strategies.
Insurance Follow
Ensures timely processing and resolution of insurance claims by contacting insurance companies., Verifies coverage details and assists clients with any issues related to their claims.
Technical Support Representative
Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.