REBECA FERNANDEZ TREJO

BLOOMINGTON, *****, UNITED STATES +1-812-***-****

DETAILS

Bloomington, 47401

United States

+1-812-***-****

ad34uu@r.postjobfree.com

Nationality

Portuguese, Venezuelan

SKILLS

Microsoft PowerPoint

Leadership

Communication

Microsoft Excel

Microsoft Office

Customer Service

LANGUAGES

Spanish (Mother Language)

Portuguese (Portugal)

English

PROFILE

Self-motivated quality professional individual, with broad skills and experience in Microsoft within the Quality and Sales Area. I'm an energetic, ambitious and hardworking individual, who is seeking to growing in QA Engineer, Sales, Customer Support or Technical Support, and be able to contribute, improve and growth the end product or brand. Highly successful in establish improvement process and maintaining relationships with the stakeholders. A dedicated tri-lingual (Spanish/Portuguese and English written and spoken) who thrives in adapting to fast-paced environments that require constant learning. Furthermore, I am adept at handling multiple tasks on a daily basis competently and at working well under pressure. A key strength is communication; building strong relationships with people in order to deliver the best results. EMPLOYMENT HISTORY

Business Quality Analyst at Telperformance Portugal, Lisbon Portugal November 2020 — Present

In this period, I was able to be the main responsible of communication between Teleperformance and Microsoft CCS, a few of my dutties were:

• Manage Quality Team (7 people of different language) Spanish, Portuguese, English and France. Design and implement action plans for improvement areas identified by QA

• Responsible to built all the report, power point for the Weekly Business Review, Monthly BusinessReview and Quarter Business Review

• Make sure that Quality Team is followed and has completed the Best QA Process

(Microsoft Quality Gobal Process, and Internal Process for Teleperformance). The BEST QA guidelines include the DMAIC (Define, Measure, Analyze, Improve and Control) improvement cycle for optimizing and stabilizing business processes.

• Identify procedures and scenarios for the quality control of products and services and improve them. Process product reviews and inform the operation team of the improvement areas. Transaction monitoring to resolve product issues and track progress

• Reduce call duration as well as operational costs. Responsible of improve customer satisfaction. Responsible of improve QA process efficiency

• Owner of all the action as an (Action Plans, Report, Insights to the client Microsoft, QualityHunddles Report, Minutes)

• Ensure that the final product satisfies the product requirements and meet end-user expectations

• Research the current market for similar products and compare results. Responsible of deep investigation about KPI's

Quality Assurance Analyst at Teleperformance Portugal, Lisbon, Portugal May 2018 — October 2020

At this time, I was customer representative in a Proactive Outreach Campaign, where I was chosen to be able to be exposed to great quality team around the areas as Quality Analyst for Sales, Retention, Microsoft Store for Business and Education, E-commerce billing team and Technical Support Team for Office 365.

• Provide insights, escalate and communicate detailed information about calls monitored to operation, client and Quality Assurance Supervisor.

• Work closely with Technical Advisor and Sales Advisor from Microsoft\

• Create Reporting and Dashboard in PowerBI to provide a better and faster feedback to Operation

• Answer Operations questions concerning QA guidelines and policies.

• Send out Red Flag/Fatal Error Audits through CCMS.

• Monitor centers for quality and performance issues.

• Create and Participate in calibration sessions with Operations, Training, and internal quality members off-site.

• Owner of the Quality Huddles, Pilot and Action Plans Customer Service Representative at Teleperformance Portugal, Lisbon, Portugal May 2017 — April 2018

This was one of my very first job, where I was able to became Customer Service Representative for a video games project called Supercell, After a year working as a Spanish Representative, I was chosen to change to a Microsoft Techical Support Area. There I was able to do:

• Working as CSR for Supercell Project for 1 year. Attend ticket and handle a big number of cases under pressure in order to achieve KPI’s.

• SME dedicate to work with New Hire to provide them knowledge about the product

• After that, working as CSR for Microsoft Project for Sales and Retention Team within Office 365boundaries for 6 months. There I used to have the following responsibilities

• Promote and sales Microsoft Product for Office 365

• Proactive Outreach Team, where we contact customer in a proactive way to use the 100% os theirproduct.

• Retention line where we retain customer that wanted to cancel their products. EDUCATION

BACHELOR IN LAW (ATTENDANCE), Universidad Yacambú, Venezuela January 2015 — January 2017

BACHELOR SECONDARY SCHOOL IN HUMANITIES AND SOCIAL SCIENCES, Colegio Nuestra Señora del Perpetuo Socorro, Merida Venezuela 2005 — 2015

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