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Maria
Quality Analyst with 5+ years in Healthcare and Customer Service
Contacto
Competencias
Evaluated agent interactions to ensure compliance with quality standards and identified improvement areas.
Developed and facilitated training programs and coaching sessions to enhance team skills and performance.
Provided tailored support in healthcare settings, addressing patient concerns with empathy and effectiveness.
Assessed agent calls and interactions, delivering actionable feedback to maintain high service standards.
Used data management tools like Excel to track, organize, and analyze quality and performance data.
Educacion
Idiomas
Resumen
Experienced in monitoring, coaching, and evaluating team performance within healthcare and customer service environments, with a focus on enhancing quality and operational efficiency.
Logros Clave
- Led calibration sessions with internal teams and clients, ensuring consistency and objectivity in quality assessments.
- Delivered personalized coaching sessions improving agent product knowledge by 90%.
- Designed tailored action plans that reduced transaction errors and optimized customer experience.
Experiencia
Quality Analyst
Monitored and audited agent interactions (calls and emails) to ensure compliance with client-defined protocols, policies, and quality standards., Delivered personalized feedback sessions that led to a 90% improvement in agents’ product knowledge and understanding, enhancing accuracy and confidence...
Training Phone Coach – Nesting Support
Monitor live and recorded calls to provide tailored, constructive feedback to agents, focusing on improving call flow, communication tone, objection handling, script adherence, active listening, and closing skills., Conduct regular one-on-one and group coaching sessions to strengthen soft skills,...
Customer Service Representative Agent
Provide tailored support to patients, addressing their concerns with timely and effective solutions to ensure a positive experience., Leverage expertise in Salesforce and Epic systems to enhance operational efficiency and maintain clear communication between staff and the PAC department.,...
QA Back up
Actively engage with agents through personalized coaching sessions, fostering open communication to align their performance with both client expectations and company goals., Carefully evaluate agent calls by identifying key areas for improvement, ensuring adherence to customer service protocols...
Medical Virtual Assistant and Customer Service Agent
Delivered exceptional customer service by providing personalized advice and effective solutions to customer inquiries, ensuring a high level of satisfaction and trust., Developed advanced skills in call management and problem resolution, consistently achieving service quality benchmarks.,...
Logistic Coordinator and Recruiter
Provided continuous logistical support through effective decision-making and collaboration, ensuring seamless coordination of daily appointments and dispatch routes for sales representatives in the solar panel industry., Managed and organized appointment scheduling with attention to detail,...
Appointment Setter Agent
Scheduled and coordinated appointments between sales representatives and potential customers, ensuring seamless communication and optimized schedules to maximize sales opportunities., Conducted outbound calls to homeowners across various states in the United States, effectively explaining the...
Referral Agent
Facilitated connections among homeowners, insurance providers, guardians, and housekeepers, creating opportunities to enhance income streams and develop new business partnerships., Designed effective communication strategies and workflows to attract a broader network, expanding reach and...