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Customer Service and Quality Analyst with diverse support and monitoring experience
Contact
Competencies
Provided direct support to customers via calls and emails, managing inquiries and issue resolution.
Conducted call monitoring and analysis to ensure compliance and improve service quality.
Documented and escalated technical issues, ensuring proper communication and resolution pathways.
Generated reports based on performance data to identify trends and actionable insights.
Communicated effectively in English and Spanish to support diverse customer needs.
Education
Languages
Summary
Experienced in customer support, quality monitoring, and technical issue management across retail and service industries, with strong bilingual abilities.
Key Achievements
- Handled customer inquiries, refunds, and replacements across multiple companies, ensuring clear communication and customer satisfaction.
- Monitored and analyzed call data to ensure compliance with client procedures and identified trends for continuous improvement.
- Managed technical issues documentation and escalation processes, maintaining effective communication from initial contact to resolution.
Experience
Customer Service Rep.
Providing customer support and resolving delivery-related inquiries by handling calls and emails as the primary point of contact between customers and the delivery company.
Quality Analyst
In charge of monitoring calls and ensuring that agents and staff were aligned with client procedures., Identifying trends, creating reports, and providing actionable insights to improve performance.
Back Office Agent
Managing and documenting technical issues, from the first contact to resolution., Knowing when to escalate complex issues to higher-level support or Microsoft technical teams and ensuring clear communication with customers regarding the status of their cases, timelines for resolution, and any necessary follow-ups.
Customer Service Agent
First point of contact for ToysRus and BabiesRus online consumers., Responsible for managing customer inquiries, issuing refunds, and coordinating item replacements.