Quality Assurance

Yanely Navarro

Email: **********.********@*****.***

Phone: 469-***-****

Skills - Fluent in both English and Spanish, can read and write in both, self-starter, also great at working with a team, detail-oriented, Microsoft office, 10-key, Call Center, Customer Knowledge, Quality Assurance, QA, Inbound, Outbound Calls, Team Lead, and excellent phone skills. Experience Work

Iron Mountain

03/2021-Present

Quality Assurance/ Mailroom Clerk Dallas, TX

Ensure that business requirements are fully met before each release; certify releases for quality and completeness of functionality.

Ensure quality and productivity standards are met or exceeded. Sorting and/or preparing hard copy record for scanning-document preparation. Scan hard copy files to electronic images. Ensuring a quality image. Follow production procedures and completing internal documentation & tracking. Adhere to Imaging Center guidelines of maintaining clean work environment. Accurately processing financial documents according to the specifications. Meet processing goals and individual metrics.

Effectively communicate with peers and management. Research and resolve customer issues. GSM Outdoors Irving, TX

05/2020- 02/2021

EDI Specialist Order Entry

Responsible for processing all purchase orders and analyze for discrepancies, variances or errors. Prepare all sales order documents needed per order, comfortable with paperless process. Run daily and weekly reports to ensure purchase orders shipping on time. Analyze and report product trends and performance. Resolve customer complaints via phone, email, mail. Attention to detail.

Research and solve charge backs and implements SOPs to prevent future occurrences. Handle international orders via email, call.

Other duties as assigned.

Inform Diagnostics Irving, TX

05/18- 11/19

Call Center Quality Assurance

Perform monitors of customer care email responses. Perform call monitoring and provide trend data to site management team. Participate in customer and client listening programs to identify customer needs and expectations. Use quality monitoring data management system to compile and track performance at team and individual level.

Identify common customer issues, improve customer experience and help standardize communication processes with customer.

Perform other duties as assigned.

08/2015-05/2018 Substitute Teacher

Grand Prairie,TX

Report to the principal or designee upon arrival at the school. Follow the lesson plans provided by the absent teacher. Maintain student confidentiality.

Work cooperatively with all school personnel.

Perform other duties as required.

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