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Fradiel
Customer Service Quality Analyst with 5+ years in telecommunications
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Competencies
Provided timely, personalized support and technical assistance to diverse customer portfolios, including high-value clients.
Monitored, scored, and evaluated customer interactions across calls, chats, and emails to ensure service standards.
Utilized advanced English proficiency to communicate effectively and resolve issues empathetically across cultural backgrounds.
Accurately documented customer interactions and contributed to reports and KPIs for team and management review.
Assumed leadership in quality operations in the absence of the lead, collaborating effectively with teams to sustain high performance.
Education
Languages
Summary
A Dominican Republic native fluent in English, experienced in customer service, quality analysis, and team collaboration. Skilled in resolving complex issues with empathy, supporting high customer satisfaction, and improving service processes. Proven ability to adapt across diverse settings and...
Key Achievements
- Led quality monitoring operations as acting Lead Quality Analyst, ensuring continuous performance standards.
- Consistently met and exceeded customer satisfaction and CSAT goals through effective issue resolution and service strategies.
- Contributed to creating quality reports and KPIs, supporting management decision-making and process improvement.
Experience
Customer Service Quality Analyst
Maintained a high level of English (Intermediate-Advanced) to communicate effectively with native speakers., Managed and responded to customer calls promptly and professionally., Identified and resolved customer issues efficiently to ensure a seamless experience., Handled complex inquiries and...