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Quality Manager
Contato
Competências
Demonstrated experience with English.
Demonstrated experience with Portuguese.
Demonstrated experience with Microsoft Access.
Demonstrated experience with Excel.
Demonstrated experience with Google Workspace (Sheets, Docs, Slides).
Formação acadêmica
Idiomas
Resumo
Quality Manager open to new opportunities
Experiência
Quality Manager
I worked on the Chime chat account, which involved providing support for a prepaid debit card service. My role included assisting customers with various inquiries and issues related to their accounts.
Financial and Purchasing Advisor
I provide budgeting and procurement advice, optimizing financial resources and helping to make informed decisions to maximize the economic efficiency of the institution.
Purchasing Technician
Executed acquisition and contracting processes under the "Free Management" (Libre Gestión) modality.. Ensured all procurement activities strictly followed applicable legal regulations and institutional guidelines.. Managed vendor relationships and maintained a comprehensive database of suppliers using Microsoft Access and Excel.. Drafted and edited official contracts, ensuring technical and legal accuracy.
Supervisor & Customer Service Agent
Served as a Supervisor for the Fitbit account, overseeing team performance, coaching, and floor management.. Monitored Key Performance Indicators (KPIs) and conducted quality assurance audits to ensure service excellence.. Acted as a Chat Agent for the Zynga account, providing technical support and troubleshooting for online users.. Utilized advanced CRM tools and internal databases to track customer history and resolve recurring issues.
Director of Planning
Coordinated and supervised the development of strategic and operational plans for legislative operations.. Ensured the achievement of institutional objectives by implementing performance tracking systems.. Utilized Google Workspace (Sheets, Docs, Slides) for real-time collaboration and project management across departments.. Analyzed operational data to identify bottlenecks and implement process improvements.
Customer Support Agent (Chime Account)
Provided high-tier chat support for Chime’s prepaid debit card services, handling sensitive banking data.. Resolved complex inquiries regarding account security, transaction disputes, and card activations.. Maintained a high CSAT (Customer Satisfaction) score by providing quick and accurate solutions.. Mastered multi-channel communication tools to manage multiple simultaneous customer interactions efficiently.
Billing Customer Service Representative
Manage billing inquiries and resolve payment discrepancies using Zendesk and internal CRM systems.. Process financial transactions, refunds, and adjustments with a high level of accuracy.. Utilize Microsoft Excel to track daily billing cycles and maintain organized records of client accounts.. Provide empathetic and professional support to clients regarding sensitive financial information.. Collaborate with the finance department to streamline billing processes and reduce payment delays.
Customer Service and Billing Representative
Resolve customer billing inquiries and payment discrepancies while supporting sales initiatives and product upgrades.. Process transactions, refunds, and account adjustments accurately using Zendesk and internal CRM systems.. Use advanced Microsoft Excel to track daily billing cycles and maintain organized customer account records.. Collaborate with the Finance Department to streamline workflows and reduce payment delays.
Financial and Procurement Advisor
Managed procurement activities and budget analysis to support institutional cost efficiency.. Prepared and managed purchase offers (procurement offers), quotations, and related purchasing documentation.. Maintained direct communication and working relationships with vendors, including requesting quotations, following up, and coordinating throughout procurement processes.. Analyzed market trends and compared vendor quotations to support price evaluation and favorable contractual terms.. Improved procurement workflows to support compliance with government regulations and transparency standards.. Prepared financial reviews, budget forecasts, and executive reports to support management decisions.. Monitored operational and procurement plans to support timely purchasing and adherence to institutional schedules.
Planning Director
Coordinated and supervised the development of operational and strategic plans for legislative operations.. Implemented performance-tracking processes to monitor progress toward institutional objectives.. Managed cross-departmental projects using Google Workspace for real-time collaboration.. Monitored operational and procurement plans to support timely purchasing and compliance with institutional schedules.
Customer Support Agent – Chime Account
Handled complex inquiries related to account security, transaction disputes, and digital banking for prepaid debit card services.. Supported customer satisfaction by providing timely and accurate solutions through high-volume chat support.
Procurement Technician
Executed procurement processes under the direct purchasing method known locally as “Libre Gestión,” emphasizing transparency throughout each stage.. Applied procurement laws and institutional guidelines to purchasing activities.. Managed supplier relationships and maintained supplier databases using Microsoft Access and Excel.. Drafted and edited official contracts with attention to legal and technical accuracy.
Customer Service Supervisor and Agent
Supervised team performance for the Fitbit account through coaching, monitoring, and KPI tracking.. Provided inbound technical support and sales assistance for Fitbit products and services.. Resolved technical issues for global users through chat support for the Zynga account.. Used internal CRM databases to track customer history and resolve recurring issues.