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Customer Service and Quality Assurance Specialist at Teleperformance Colombia
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Competencies
Expert in auditing customer interactions to ensure compliance and improve service quality.
Proficient in managing customer interactions to deliver effective solutions and enhance satisfaction.
Strong verbal and written communication abilities for clear, professional client and team interactions.
Experienced in accurately recording clinical and customer data using digital tools and software.
Education
Summary
Dedicated professional with expertise in customer service, quality assurance, and data documentation. Proven ability to improve interaction quality, ensure compliance, and support team success across diverse industries.
Key Achievements
- Ensured compliance with client policies and improved interaction quality through meticulous monitoring and auditing.
- Maintained high standards of professionalism and accuracy in customer interactions, enhancing client satisfaction.
- Successfully transitioned from Quality Analyst to Account Coordinator, demonstrating growth and increased responsibility.
- Streamlined documentation processes in dental practice, improving record accuracy and billing efficiency.
Experience
Quality Analyst
Monitored and audited interactions for accuracy and professionalism., Ensured agent compliance with scripts, metrics, and client requirements., Guaranteed interactions complied with policies and data regulations., Verified procedures and workflows, ensuring efficiency and consistency., Prepared quality reports with metrics, trends, and insights., Identified issues, recommended corrections, and supported training., Collaborated with operations and aligned evaluations through calibration.
Account Coordinator
Customer Service Agent
General Dentist
Digitally recorded patient histories and consultation details in clinical software., Applied diagnostic and procedure codes (CUPS, ICD-10) for accurate records and billing., Documented diagnoses, treatments, and patient progress in the system., Generated and validated electronic consent forms, ensuring compliance and safety., Scheduled and managed patient appointments, improving workflow efficiency., Collaborated with specialists in procedures and conducted oral disease examinations., Maintained and managed clinical records of over 1,000 patients and shared checklists with 30 weekly.