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Yowandy
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Competencies
Experiencia demostrada en Quality Assurance.
Experiencia demostrada en Customer Experience.
Experiencia demostrada en Subject Matter Expert (SME).
Experiencia demostrada en Process Consulting.
Experiencia demostrada en Call Quality Monitoring.
Education
Languages
Summary
Perfil profesional
Experience
Quality Assurance — Customer Service
Monitor and evaluate customer-service interactions for quality, compliance, and customer experience.. Identify performance gaps, document findings, and provide actionable feedback for continuous improvement.. Apply process knowledge, attention to detail, and root-cause analysis to maintain service standards.
Subject Matter Expert (SME) / Process Consultant / Assistant Supervisor
Provided expert guidance and operational support to customer-service teams as an SME and process consultant.. Coached agents, supported escalations, answered complex process questions, and assisted supervisors with daily operations.. Served as a consultant on projects and identified process improvements, performance opportunities, and training needs.
Back Office — Quality / Operations Support
Reviewed customer interactions and operational processes for quality and compliance.. Analyzed call quality, verified documentation, and identified performance gaps and improvement opportunities.
Journalist / Reporter — Internship
Completed a university internship in the press department, contributing to reporting, interviews, research, and news content.. Applied communication, storytelling, public-speaking, and critical-analysis skills in a television newsroom environment.