Alejandro

Quality Analyst

Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions., Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements., Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.

Customer Service Call Center Supervisor

Collaborated with call handling in a medical account where different tasks were needed at the same time, such as: creating patient profiles, checking availability from doctors, scheduling visits, creating cases, and contacting clinics over the phone., Mentored junior staff members in their career development, sharing knowledge from years of experience in the field., Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions., Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.

Call Center Sales Supervisor

Maximized employee retention, fostering a supportive work environment and offering growth opportunities., Championed continuous process improvements initiatives that significantly reduced customer wait times and improved overall service levels., Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education., Established strong relationships with vendors to secure cost-effective solutions for call center equipment needs., Managed escalated customer issues effectively, ensuring timely resolutions that maintained satisfaction levels.

Call Center Quality Analyst

Enhanced call center performance by implementing quality monitoring processes and providing feedback to agents., Recognizing top performers and celebrating individual achievements during team meetings., Collaborated with management to develop targeted coaching plans, resulting in higher agent performance levels., Streamlined reporting processes for increased efficiency in tracking key call center metrics and trends.

Customer Service Representative

Handle hotel reservations, familiar with restaurant and amenities vocabulary., Resolved customer complaints with empathy, resulting in increased loyalty and repeat business., Collaborated with team members to develop best practices for consistent customer service delivery., Utilized CRM software to manage client information, track leads, and monitor sales progress., Contributed to sales growth by upselling products and services based on individual customer requirements., Assisted customers in navigating company website and placing online orders, improving overall user experience., Exceeded performance metrics consistently, earning recognition as a top performer within the team., Joined training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, emotional intelligence and procedural updates.

College Career: Social Work

No Degree: LESSA (Local Sign Language Course)

High School Diploma

Maintenance Technician IV Diploma