Quality Assurance Customer Service

Myriam Goris

772-***-**** *******@*******.***

Customer Service professional, with 10+ years of experience, consistently meeting and exceeding productivity goals. Proven success in problem-solving, building high-quality customer relationships, and driving customer satisfaction.

Experience

QUALITY ASSURANCE ANALYST TELEPERFORMANCE MARCH 2022 - PRESENT

·Monitoring agent transactions to ensure we meet the needs of the customer and client in each interaction.

·Providing coaching and developing agent’s opportunities by using effective interpersonal communication.

·Ensuring all policies and procedures are adhered to and communicating any known infractions to the proper management at once, among other duties.

BILINGUAL (SPANISH) CSR AGENT TELEPERFORMANCE DECEMBER 2018 – MARCH 2022

·Managing incoming customer inquiries through phone, email, and chat.

·Navigating through various MSO operating systems to help customers resolve issues on first interaction.

·Providing exact and prompt information to customers about their inquiries or concerns.

·Resolving customer complaints and escalating complex issues to the proper departments.

INTERNATIONAL FLIGHT ATTENDANT AMERICAN AIRLINES NOVEMBER 1989 - 2009

·Ensuring the safety and comfort of passengers.

·Providing guidance and help during irregularities.

·Interpreting announcements in Spanish.

·Collecting payments for items sold and accounting for such receipts, among other duties.

FLIGHT SERVICE STAFF ASSISTANT AMERICAN AIRLINES JANUARY-SEPTEMBER 2000

·Managing data entry, payroll, preparation of documents, and mail distribution.

·Maintaining the reception area, answering, and forwarding calls.

·Coordinating parking permits and ID badges, among other duties.

Education

BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION UNIVERSITY OF PUERTO RICO, RIO PIEDRAS, PUERTO RICO JUNE 1987

Skills and Competencies

· Fluent in English and Spanish

· Active Listening

· Analytical ability

·MS Office proficiency (Word, Excel, Power Point)

·Report writing

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