Quality Assurance Customer Service

Alicia Lopez Betancourt

Houston, Texas Email: ******.*******@******.*** Mobile: 832-***-****

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Professional Summary

Bilingual Spanish professional with over 16 years of experience in compliance, document control, and quality assurance in the clinical research sector, complemented by 3 years in contact center leadership within a global technology company. Known for a strong combination of technical, leadership, and operational expertise, with a demonstrated commitment to long-term roles. As a lifelong learner, adaptable leader, and a professional with high emotional intelligence, consistently enhances process efficiencies to meet high standards and client needs. Professional Attributes

- Bilingual (Spanish/English): Strong communication skills in both languages.

- Adaptable and Quick Learner: Proven ability to thrive in fast-paced, evolving environments.

- Dedicated to Excellence: History of consistent career tenure and a commitment to quality assurance and compliance.

- Lifelong Learner: Continuously seeks opportunities for growth and skill enhancement.

- Analytical and Detail-Oriented: Skilled in identifying gaps, conducting thorough audits, and ensuring accuracy in compliance processes.

- High Emotional Intelligence (EQ) and Leadership Skills: Recognized for creating cohesive teams and maintaining a positive work environment.

Technical Skills

- Compliance & Quality Assurance

- Document Control & Management Data Analysis & Reporting

- Microsoft Office, Word, Excel, SQL, IVRS

- Software: Lexis-Nexis, Database Management

- Regulatory & SOP Adherence

Professional Experience

ICON Clinical Research

Compliance Specialist

March 2013 – 01Nov2024

- Conducted internal audits to ensure adherence to ICON SOPs, industry regulations, and guidelines, identifying data/process inconsistencies for corrective action.

- Acted as a subject matter expert in compliance, overseeing system installations, TMF binder reviews, and ensuring project alignment with System Development Life Cycle (SDLC).

- Provided insights to management on quality and compliance trends, ensuring high standards within the Interactive Technologies Division.

Alicia Lopez Betancourt

Houston, Texas Email: ******.*******@******.*** Mobile: 832-***-**** 2

Accomplishments

- Successfully led multiple audits, achieving 100% compliance with industry standards.

- Improved process efficiencies, reducing compliance review time by 15%.

- Recognized by management for expert knowledge in regulatory compliance and dedication to continuous improvement.

Document Control Coordinator

July 2010 – March 2013

- Managed secure documentation processes for client data, including archival, retrieval, and audit preparation.

- Maintained the off-site archiving of study binders and compliance reviews, actively participating in final system installation approvals and lifecycle adherence.

Project Support Analyst II

October 2008 – July 2010

- Supported project leaders with analysis and reporting on quality and customer service metrics, coordinating client-facing project updates.

- Enhanced operational efficiency through critical quality checks and supported new hire training within the help center.

Asurion

Call Center Supervisor

July 2005 – October 2008

- Directed a multi-tiered team of 15–25 customer service representatives, maintaining a strong focus on quality, accuracy, and customer satisfaction.

- Created a positive, results-driven environment recognized for stability, teamwork, and operational efficiency.

- Delivered effective coaching and training, handling escalated issues with high EQ, and promoting continuous improvement across the team.

Accomplishments

- Built a cohesive team with strong performance metrics, achieving high retention and satisfaction rates.

- Recognized for balancing detailed oversight with strong leadership and high emotional intelligence, contributing to Asurion's customer service excellence.

- Developed and implemented strategies that improved performance, consistently exceeding call center goals and standards.

Education

Houston Community College System

Associate Degree (In Progress)

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