Experienced QA analyst with over 3 years in customer support environments. Skilled in performance evaluation, CRM management, and analytical reporting. Adept at coaching teams and supporting operational excellence across multilingual settings.
Expertise in evaluating customer interactions, documenting findings, and ensuring adherence to QA standards.
Proficient in managing customer data using Salesforce and Kustomer, handling billing, subscriptions, and updates.
Experienced in supporting US-based customers via chat, email, and voice channels with a focus on issue resolution.
Skilled in analyzing QA scores, recognizing trends, and supporting operational improvement efforts.
Teleperformance
Evaluated 30–40 customer interactions per week across chat and voice channels in English and Spanish, ensuring quality, accuracy, and policy compliance., Reviewed CRM documentation and system updates, including billing and subscription-related cases, following QA guidelines and KPIs., Delivered...
Teleperformance
Supported U.S.-based customers via chat, email, and voice channels, focusing on efficient issue resolution., Managed customer accounts using CRM tools (Salesforce, Kustomer), including billing inquiries, plan changes, and subscription updates., Processed product orders and service enrollments for...
High School Diploma
Descubre otros profesionales con experiencia similar
Demonstrated ability to work effectively with diverse customer bases and team members.
