Customer Service Quality Control
Resume:
Josara Pena
Houston, TX *****
**********@*****.***
Professional Summary
Versatile customer service professional with 5 years of experience in various roles. Proficient in customer service, quality control, and guest services. Skilled in computer systems, software, and medical office experience. Bilingual in English and Spanish. Possesses strong communication and analytical skills. Authorized to work in the US for any employer
Work Experience
Recieving Clerk
SPIRE TEK-Houston, TX
April 2025 to May 2025
• Conducted thorough inspections of incoming raw materials, ensuring compliance with quality standards and specifications
• Performed visual and dimensional inspections on finished products to verify conformance to customer requirements
• Implemented and maintained a comprehensive quality control system to monitor product quality throughout the manufacturing process
• Identified non-conforming products or materials and initiated corrective actions to prevent further production issues
• Collaborated with cross-functional teams including production, engineering, and suppliers to address quality concerns and implement effective solutions
• Created detailed inspection reports documenting findings, deviations from specifications, and recommended corrective actions
• Trained production line operators on proper quality control procedures and techniques to ensure consistent adherence to standards
Quality Control Inspector
HK-Houston, TX
September 2024 to March 2025
• Conduct visual inspections of parts and finished products to ensure compliance with company quality standards and specifications.
• Identify and document any defects, discrepancies, or non-conformities in products, and report findings to the Quality Assurance Manager.
• Collaborate with production teams to provide feedback on quality issues and suggest improvements.
• Utilize calibration tools and visual inspection techniques to assess the quality of materials and manufacturing processes.
• Maintain accurate records of inspections, findings, and corrective actions taken.
• Assist in developing and refining inspection standards and criteria as necessary.
• Participate in team meetings to discuss quality trends, concerns, and solutions Customer Service Senior Representative
Alorica Calling Center-Houston, TX
May 2019 to February 2023
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
• Built rapport with customers through active listening, empathy, and personalized interactions
• Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
• Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
• Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
• Maintained detailed records of all customer interactions in CRM system for future reference and analysis
• Identified opportunities for process improvement based on common customer inquiries or pain points
• Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary
• Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
• Contributed to team success by achieving individual targets while also supporting colleagues during peak periods
• Recognized as a top performer within the department based on consistently high levels of customer satisfaction ratings
• Assisted in training new hires by sharing best practices, providing guidance, and offering support during their onboarding process
• Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image
Quality Control Inspector
SPIRE TEK-Houston, TX
November 2018 to May 2019
• Conducted thorough inspections of incoming raw materials, ensuring compliance with quality standards and specifications
• Performed visual and dimensional inspections on finished products to verify conformance to customer requirements
• Utilized precision measuring instruments such as calipers, micrometers, and gauges to perform accurate measurements
• Implemented and maintained a comprehensive quality control system to monitor product quality throughout the manufacturing process
• Identified non-conforming products or materials and initiated corrective actions to prevent further production issues
• Maintained accurate records of inspection results, test data, and other relevant documentation for traceability purposes
• Participated in internal audits of the quality management system to ensure compliance with ISO standards or industry regulations
• Collaborated with suppliers on supplier qualification processes including audits, performance evaluations, and material certifications verification
• Improved overall product yield by XX% through identification of recurring defects patterns Data Entry Clerk
SPIRE TEK-Houston, TX
November 2017 to May 2018
• Entered and verified data accurately into company database, ensuring data integrity
• Performed regular audits of data entries to identify and correct errors, maintaining a high level of accuracy
• Maintained confidentiality and security of sensitive information by following established protocols
• Collaborated with team members to resolve discrepancies or missing information in the database
• Utilized advanced Excel functions such as VLOOKUP and PivotTables to analyze and manipulate data effectively
• Communicated effectively with other departments or clients to clarify any unclear or incomplete information before entering it into the system
Sodexo
IAH-Houston, TX
December 2016 to September 2017
• Showcased daily breakfast, lunch, and dinner features, detailing key cuisine elements and recommended wine and spirit pairings
• Assisted in the organization and execution of private events, ensuring exceptional service and customer satisfaction
• Collaborated with kitchen staff to ensure timely delivery of food orders to customers
• Maintained cleanliness of dining area by promptly clearing tables, sanitizing surfaces, and restocking supplies as needed
• Adhered to all food safety regulations to ensure the health and well-being of customers
• Communicated effectively with team members to coordinate table assignments for efficient seating arrangements
• Collaborated with bartenders to prepare specialty cocktails according to established recipes and standards
• Assisted in training new servers on restaurant policies, procedures, and best practices for delivering excellent customer service
Guest Services
National Institute of Health (NIH)-Rockville, MD
September 2015 to March 2016
• Managed cash register operations, including handling cash transactions, processing returns, and providing excellent customer service
• Maintained accurate records of daily sales, returns, and voids to reconcile with end-of-day reports
• Maintained a clean and organized checkout area by regularly restocking bags, receipt paper rolls, and other supplies as needed
• Provided guidance to customers on loyalty programs, promotions, discounts, or special offers available at the store
• Developed strong product knowledge to assist customers with inquiries about merchandise availability or pricing
Customer Service Representative
Imperial Oaks Apartments-Houston, TX
November 2012 to July 2013
• Interviewed applicants for water, gas, electric, telephone, and cable television system service.
• Filled out contract forms, determined charges for service requested, collected deposits, prepared change of address records and issued discontinuance orders, using computer.
• Reviewed complaints concerning billing and service rendered, referring complaints of service failures to designated departments for investigation.
• Visited customers at their place of residence to investigate conditions preventing completion of service- connection orders and to obtain contract and deposit.
• Successfully managed a 5 person team to keep up the any unit of apartments that need to be fixed
• Conducted property tours for prospective tenants, highlighting key features and amenities to drive leasing interest
• Negotiated lease terms and rental agreements with potential tenants, resulting in an average conversion rate of XX%
• Utilized CRM software to track leads, follow up with prospects, and maintain accurate records of all interactions
• Performed thorough background checks on applicants, including credit history verification and employment verification
• Organized and executed successful open house events to showcase available units and attract potential renters
• Responded promptly to tenant inquiries, addressing concerns or maintenance requests in a timely manner
• Maintained strong relationships with existing tenants through regular communication and proactive problem-solving
• Coordinated move-in/move-out processes including unit inspections, lease signings, security deposit handling, utility transfers etc
Insurance Agent
Affordable Insurance of Texas-Houston, TX
January 2012 to November 2012
• Analyzed client needs and recommended appropriate coverage options to ensure comprehensive protection
• Developed and maintained a portfolio of XX clients, providing them with personalized insurance solutions
• Built strong relationships with clients by delivering exceptional customer service and promptly addressing their inquiries or concerns
• Educated clients on the features, benefits, and exclusions of different insurance policies to help them make informed decisions
• Managed policy renewals by proactively contacting clients ahead of expiration dates and offering updated coverage options
• Utilized CRM software to track client interactions, manage leads, and maintain accurate records of policies sold
Hostess / Waitress
Delaware North Compnay-Houston, TX
July 2009 to January 2012
• Developed and implemented a seating rotation system to optimize table turnover and minimize wait times
• Trained new host staff on proper greeting procedures, reservation management, and guest communication
• Collaborated with the kitchen staff to ensure accurate wait time estimates based on current reservations and dining pace
• Resolved customer complaints or issues promptly and effectively, maintaining high levels of guest satisfaction
• Greeted and welcomed guests upon arrival, providing a warm and friendly atmosphere
• Managed guest reservations and seating arrangements efficiently, ensuring smooth flow of service
• Effectively communicated with the kitchen staff to ensure timely delivery of food orders Education
Vocational school in Medical Assisting
Texas School of Business-Houston, TX
March 2007 to October 2007
High school diploma
Ceasar Chavez PCHS-Washington, DC
September 2002 to June 2006
Vocational in Medical Billing & Coding
Florida Career College-Houston, TX
Skills
• SharePoint
• Guest services
• Shipping & receiving
• CSS
• Spanish
• Skills:
• Quality control
• Translation
• Medical office experience
• Bilingual
• Phone Etiquette
• CRM software
• Order Fulfillment
• Microsoft Word
• Typing
• Analysis skills
• Computer skills
• Medical Coding
• Microsoft Excel
• Windows
• Front desk
• POS (1 year)
• Self-motivated and assertive.
• Food handling
• Skilled with computer systems and software.
• Customer service
• Vital signs
• Cash register
• Medical billing
• Insurance verification
• Quality Inspection
• Well-organized and efficient.
• Work well in a high pressure environment.
• Communication skills
• HIPAA
• POS
• Customer support
• Microsoft Office
• Data entry
• Cash handling
Languages
• English/ Spanish - Fluent
Certifications and Licenses
Food Handler Certification
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