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Cynthia
Quality Assurance Analyst with 5+ years in Customer Service and Dispute Resolution
Contacto
Competencias
Provided quality feedback, created procedure manuals, and supported process improvements to maintain standards.
Assisted clients with account inquiries, transactions, troubleshooting, and delivered high-quality support.
Analyzed dispute tickets, resolved complex issues, and ensured compliance with procedures.
Recruited healthcare professionals, conducted interviews, and managed onboarding and documentation.
Supported transaction processing, system issue resolution, and user account management for clients and staff.
Educacion
Idiomas
Resumen
Experienced in quality feedback, process improvement, dispute analysis, and client support, with a track record of enhancing operational efficiency and delivering excellent service across financial and healthcare sectors.
Logros Clave
- Developed detailed procedure manuals and workflow charts at Conduent, enhancing process consistency and efficiency.
- Provided quality feedback to dispute clerks, supporting accurate case resolution and process adherence.
- Recruited and onboarded healthcare professionals, managing candidate documentation and CRM registration for U.S. placements.
Experiencia
QUALITY ASSURANCE ANALYST (REMOTE/HOME OFFICE)
Provide quality feedback to Dispute Resolution Clerks to ensure accurate ticket resolution according to procedures., Created procedure manuals and workflow charts for multiple scenarios, improving consistency and efficiency., Manage escalation mailbox and coordinate resolution of high-priority...
DISPUTE RESOLUTION SPECIALIST (REMOTE/HOME OFFICE)
Analyzed and resolved dispute tickets following specific procedures and compliance guidelines., Handled complex cases involving adjustments, valid receipts, and spreadsheet tracking.
CUSTOMER SERVICE REPRESENTATIVE
Assisted international clients with account inquiries, transactions, and online banking troubleshooting., Processed domestic and international wire transfers., Provided high-quality service in a fast-paced financial environment.
TALENT ACQUISITION ANALYST
Recruited healthcare professionals using LinkedIn, Facebook, and Indeed., Conducted interviews, prepared candidate profiles, and coordinated onboarding processes., Managed candidate documentation and CRM registration for U.S. placements.
CUSTOMER SERVICE AGENT
Provided customer support for Western Union transactions., Supported store agents with system issues, password resets, and user management.