Experienced quality assurance professional with over a decade in telecom and consulting sectors. Skilled in audits, coaching, performance analysis, and troubleshooting to ensure operational excellence and enhanced customer satisfaction.
Performed quality audits to identify compliance issues and drive process improvements.
Provided coaching and onboarding support to agents, enhancing performance and knowledge transfer.
Handled complex customer interactions across multiple channels, ensuring high service standards.
Analyzed performance trends and root causes to support targeted process and quality improvements.
GSO - Accenture
Conduct quality audits to ensure adherence to internal, client, and regulatory standards., Evaluate agent performance using quality frameworks and scorecards., Deliver structured feedback to support performance improvement and quality consistency., Develop and monitor action plans aligned with...
Verizon Wireless – Foundever
Served as Subject Matter Expert for policies, billing processes, and troubleshooting guidance., Provided real-time floor support and escalation guidance for complex customer scenarios., Delivered coaching focused on quality standards and customer experience behaviors., Supported onboarding and...
Verizon Wireless – Foundever
Performed quality audits to identify compliance issues and performance gaps., Reviewed call recordings and validated documentation accuracy and completeness., Delivered feedback to support agent performance improvement., Identified recurring performance trends and supported corrective action...
Verizon Wireless – Foundever
Cisco Certified Network Associate (CCNA)
Bachelor’s Degree in English (Teaching Emphasis)
Technical Degree in Executive Customer Service
Portuguese Studies
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Supported technical issue resolution for devices and services, aligned with customer needs.
Handled inbound customer interactions across billing, services, and account requests., Resolved customer issues while ensuring compliance with company policies and procedures., Provided product and service guidance to support customer decision-making., Delivered troubleshooting support for device...
