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Bilingual Contact Center Agent
Contact
Competencies
Ability to analyze complex situations and develop effective solutions to improve processes and service quality.
Skilled in identifying issues promptly and implementing corrective actions to ensure customer satisfaction.
Experienced in coordinating schedules and managing multiple tasks efficiently in fast-paced environments.
Proficient in understanding customer needs and providing tailored solutions through attentive communication.
Capable of gathering and analyzing data to monitor KPIs and identify improvement opportunities.
Education
Languages
Summary
Dedicated professional with over 5 years of experience in customer service, quality assurance, and logistics. Skilled in problem-solving, data analysis, and process optimization to deliver outstanding results.
Key Achievements
- Enhanced customer satisfaction through effective technical support and prompt issue resolution at Teleperformance.
- Implemented automation strategies that reduced manual testing efforts and improved accuracy as a QA Analyst.
- Optimized technician scheduling and customer communication, leading to increased efficiency at Appliances USA PRO.
Experience
Bilingual Contact Center Agent
Technical assistance responding to approximately 40 incoming interactions and queries through omnichannel experience., Management of sensitive and confidential information., Documentation and updating of records in required systems., Demonstrated strong organizational and time management skills while managing multiple projects., Managed time efficiently in order to complete all tasks within deadlines.
QA Analyst
Identified opportunities for automation, implementing script-based tests to minimize manual effort and increase accuracy., Monitored KPIs to proactively address bottlenecks and quality issues., Defined and implemented quality initiatives to reduce risk., Delivery of daily, weekly, and monthly reports and analysis on team's performance giving weekly feedback to team leaders and managers to improve service time and quality while increasing productivity., Encouraged adoption of best practices among team members, leading workshops and training sessions on relevant topics.
Dispatcher
Coordinated daily routes for technicians, improving efficiency through effective planning and scheduling., Managed customer communications, confirming appointments and resolving issues promptly to enhance service satisfaction rates., Maintained inventory control, ensuring availability of necessary parts while documenting daily technician activities and performance metrics.