Customer Service Quality Analyst

Eileen Marie Cortez 915-***-**** ******.*****@*****.***

OBJECTIVE

Analytical, self driven, highly organized individual with a great sense of attention to detail and the ability to prioritize tasks efficiently. Major strength in multitasking, ability to deliver instructions and feedback to correct and improve observed trends. Uses analytical skills to work through tough, high pressure problems without supervision, but can also work in group environment if needed. Looking to secure a responsible and challenging career opportunity to fully utilize and expand my training, skills, and knowledge while making a significant contribution to the success of the company. EXPERIENCE

CREW MEMBER, BUBBLE BATH CARWASH MARCH 2023 TO CURRENT

• Greeting customers and explaining services provided by the facility

• Performing maintenance on car washing equipment as needed

• Washing the exteriors of cars by hand, using proper equipment and cleaning agents

• Pre-washing and rinsing soiled vehicles

• Moving or directing vehicles into car wash areas

• Ensuring adherence to company policies and procedures QUALITY ANALYST SUPERVISOR, TELEPERFORMANCE JANUARY 2022 TO FEBRUARY 2023

• Resolve critical issues in a time-sensitive environment using excellent analytical skills

• Prioritize, delegate, and review tasks to meet productivity and quality goals

• Stay focused and pay close attention to detail while keeping up with quotas to meet client expectations

• Organize and monitor staffing schedules and rotations

• Provide coaching and establish goals for improvement

• Train new supervisor, Quality Analyst, and QA Analyst to assure they understand their roles. QUALITY ANALYST, TELEPERFORMANCE AUGUST 2021 TO JANUARY 2022

• Monitor and assess demeanor, accuracy, customer service performance, and conformity to company policies and procedures.

• Prioritize, delegate and review tasks to meet productivity and quality goals

• Resolve critical issues in a time-sensitive environment using excellent analytical skills

• Identified root cause of behaviors for each agent to tailor coaching sessions to what would be most effective for their needs

• Partnered with leadership to address top trends and develop action plans

• Provided feedback, and teach backs to ensure understanding

•Followed up to ensure consistency and sustained performance

• Participated in customer and client programs to identify customer needs and expectations and provide data to internal support groups

• Performed other duties as assigned

SOCIAL MEDIA CONTENT MODERATOR, TELEPERFORMANCE JUNE 2021 TO AUGUST 2021

• Review content to determine community guidelines are met while upholding a high standard of accuracy and quality

• Review, classify and / or eliminate highly sensitive content, uploaded by users, according to the parameters defined by the client

• Comply with corporate confidentiality policies and the proper handling of customer information to guarantee the security of the information

• Able to moderate traumatic, sensitive and potentially offensive content

• Provide trends and insights to develop improvements to the overall processes and provide recommendations for process, policy and product improvements

• Remain up to date on key workflow changes, operational guidelines, policy updates and Community Standards

TRAINER, MAXIMUS FEDERAL FEBRUARY 2020 TO OCT 2020

• Support the design, development, and distribution of training programs and materials.

•Conduct, plan and coordinate training to a variety of audiences.

•Coordinate logistics for instructive events, including scheduling classes, reserving classrooms and preparing workstations

•Determine resource readiness for courses, including materials, training room, technology and collection and data entry of training data

•Maintain records of training activities, participant progress, and program effectiveness

•Provide production floor support and answer questions

•Provide training and feedback for call trends to CSRs QUALITY ANALYST, HGS (AETNA) OCT 2016 TO FEBRUARY 2020

• As a Quality Analyst, my duties consist of but are not limited to, assessing the quality of our call center associates who deal with our existing and potential Medicare members.

• Monitor inbound calls to assess demeanor, accuracy, customer service performance, and conformity to company policies and procedures.

• Identified root cause of behaviors for each agent to tailor coaching sessions to what would be most effective for their needs

• Partnered with leadership to address top trends and develop action plans

• Provided feedback, role plays and teach backs to ensure understanding

•Followed up to ensure consistency and sustained performance

• Participated in customer and client programs to identify customer needs and expectations and provide data to internal support groups

• Coordinated and facilitated call calibration sessions for call center staff

• Prepared and analyzed internal and external quality reports for management staff review

• Performed other duties as assigned

EDUCATION

DECEMBER 2013

EMERGENCY MEDICAL TECHNICIAN

CERTIFICATION, EPCC

MAY 2005

HS DIPLOMA, BEL AIR HS

SKILLS

• Strong Interpersonal communication

skills.

• Problem analysis and problem

solving.

• Ability to coach and instructor

individuals.

• Adaptability and ability to work

under pressure.

• Strike a positive and cooperative tone with both customers and coworkers

• Organized and detail oriented

• Computer knowledge of Microsoft Word, Excel,

Outlook, Power Point, and Social Media

Contact this candidate