Quality assurance specialist
Resume:
Galia Rodriguez
************@***.*** • 347-***-****
LinkedInGR • Bronx, NY
Specialist
Skilled and detail-oriented professional with over 20 years’ experience directing operational and customer service excellence.
Experienced leader well-versed in training and mentoring cross-functional teams regarding operational procedures in accordance with regulatory policies. Proficient in overseeing strategic operations and facilities management to boost profitability and organizational efficiency. Track record of utilizing distinguished bilingual communication skills to cultivate fruitful relationships with clients, stakeholders, and staff to ensure optimal satisfaction and retention. Areas of Expertise
● Operational Management
● Facilities Management
● Relationship Management
● Staff Leadership & Training
● Customer Service
● Strategic Planning
● Regulatory Compliance
● Sales Strategies
● Data Collation & Reporting
Career Experience
VNSNY, Brooklyn 2017 – Present
Quality Service Manager
Direct operational and performance management of a 60-person team in accordance with regulatory compliance as set out by state mandates. Train and mentor team regarding operational excellence and customer service. Conduct observation of employee to customer calls to ensure high-quality service and analyze calls to identify training gaps.
Chase, Sanford, FL 2015 – 2017
Customer Service Representative
Oversaw customer service to assist clients with statements, balances, and purchases. Facilitated and maintained payment arrangements. Managed payment processes. Analyzed customer complaints and queries to identify innovative solutions which drive customer satisfaction and retention. Verizon, Queens 1993 – 2015
Bilingual Sales Consultant
Headed operational management of 20-person team of consultants as temporary team lead in accordance with store policies and procedures. Maintain shipping statuses and expediting orders. Generated weekly sales reports and assisted with customer complaints and query resolution. Trained and mentored team of 97 consultants regarding operational and customer service excellence to drive sales revenue and client satisfaction.
● Consistently achieved between 90% and 95% sales monthly, contributing to approximately $1M annually.
● Recognized as within Top 10% of sales consultants yearly due to distinguished productivity.
● Instated as Acting Supervisor for one year.
Professional Development
Medical Office Assistant, Thomson Education Direct Médica Insurance Clerk, Penn Foster Career School
MOUS Program, Career Blazers Learning Center
Is Leadership the Right Path?, Building Strengths Through a Growth Mindset, Engaging & Inspiring Others, Developing Others, Managing Difficult Conversations. Madison Consulting Page 2 2
Languages
Spanish, Native • English, Proficient
Contact this candidate