Customer Service Hr Specialist

Genamaria Vicente

**** * ***** ******, *******, New Jersey, 08610, US 315-***-**** *.*.*********@*****.*** I am a precise Quality Assurance Manager looking to expand my skills and take on new responsibilities. Methodical Quality Assurance Manager with exceptional analytical and problem-solving skills. Dedicated to learning, growing, and succeeding in Customer Service Industry Recognized for motivating management team members to achieve their goals and fostering innovative work environments. Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the Customer Service business. Capable of Managing a quality audit program to identify and correct nonconformities, as well as to instill a culture of continuous improvement.Experienced and adept at building effective processes and obtaining reliable, accurate information for business decision making.Iam an experienced Team player who excels at collaborating with hardware and software experts to create a cohesive and successful design. Strong verbal communication

Methodology implementation

Data analysis

Supervision

Problem resolution

Policy reinforcement

Process improvement

Team building

Regulatory compliance

Inspection reviews

Risk management processes and analysis

Customer service

Business operations

MS Office

Project management

Quality control tests

Operational improvement

Employee supervision

Business Administration and Management - Associate of Applied Science 2015 Borough of Manhattan Community College New York, NY Professional Summary

Skills

Education

Director of Quality Assurance November, 2018 to June, 2022 Total Solutions Plaza Hache Segunda Nivel, Santiago Dominican Republic

• Worked with various Softwares to identify and track defects, as well as assist developers in resolving issues by completing additional tests.

• Conducted extensive quality assurance training via in-person and teleconference sessions.

• Developed quality planning for multiple new product launches by verifying customer requirements and implementing in design and production.

• Conducted extensive quality assurance training via in-person and teleconference sessions

• Kept track of the staff's organization and made suggestions for improving daily operations.

• Conducted extensive quality assurance training via in-person and teleconference sessions

• Kept track of the staff's organization and made suggestions for improving daily operations.

• Pushed for operational changes that resulted in cost savings and higher profit margins Looked for industry trends on social media and through online sources.

• Established and tracked the goals and objectives of the quality department.

• Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.Solved issues, improved operations, and provided excellent customer service.

•Gathered, analyzed, and disseminated statistical data.

• Entered data into the CRM system, including payments, account information, and call logs. Conducted an initial client assessment and analysis to begin the research process.

•Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries. Director Quality Assurance /HR Specialist July, 2015 to September, 2018 United Nearshore Operations (UNO) Santiago de los Caballeros, Santiago Was able to save money by effectively negotiating contracts for more favorable terms. Assessed suppliers in order to assess delivery quality, timeliness, and compliance, maintain tight cost controls, and maximize business operational efficiency.

Kept track of trends and suggested improvements to the company's product offerings in order to both challenge and refine them.

Reviewed financial statements and reports in order to assess performance, make targeted improvements, and implement changes

Worked directly with management and the HR department to brainstorm, discuss strategy, and mitigate issues. Was in charge of managing, training, and motivating agents to continually improve their knowledge and abilities in the customer service field.

Promoted a positive customer experience through day-to-day supervision and management of facility. Trained, coached and mentored staff to support smooth adoption of new programs. Work History

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