Nataly - Customer Service and Quality Assurance Specialist with 5+ years in BPO and Logistics

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.

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.

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.

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.