This is my profileContact via CazVidJose
Customer Support & Quality Assurance Specialist at ERC, Teleperformance, Concentrix
Contact
Competencies
Exceptional ability to resolve customer issues, ensuring satisfaction and loyalty through effective communication.
Proficient in evaluating and enhancing service quality to meet and exceed industry standards.
Skilled in onboarding new clients and maintaining strong account relationships to foster retention.
Effective bilingual communicator capable of resolving conflicts and managing diverse customer needs.
Experienced with HubSpot, Salesforce, Zoom, Slack, Trello, and Notion to optimize workflows and team collaboration.
Education
Languages
Summary
Dedicated professional with over 8 years in customer service, quality assurance, and client onboarding, delivering bilingual support and service excellence across multiple sectors.
Key Achievements
- Consistently maintained high customer satisfaction scores across healthcare, banking, and technical support sectors.
- Conducted comprehensive quality assessments, leading to a 15% improvement in service standards.
- Streamlined onboarding processes, enhancing client retention and reducing onboarding time by 20%.
- Implemented quality assurance protocols that reduced compliance issues by 10%.
- Delivered bilingual support in English and Spanish, expanding service reach and customer engagement.
Experience
Quality Analyst & Customer Service Specialist
Delivered bilingual customer support for clients in healthcare, banking, and technical support sectors., Conducted quality assurance evaluations to ensure compliance with customer service standards., Managed client inquiries, escalations, and provided issue resolution in English and Spanish., Supported onboarding and training processes for new agents.