Senior Quality Analyst with Customer Focus
Resume:
Minerva Armijo
Garland, TX **043
****************@*****.***
(Local to Irving, TX; available for in-person interview and can start the assignment immediately.)
I am a Senior Quality Analyst with a record of increased responsibility. I am proficient in prioritizing and completing detailed projects in a timely manner in a fast-paced, multi-task environment. I am customer-focused with diverse industry experience including quality control, management, collections, sales, and retail.
Skills
QuickBooks
Excel
Word perfect
Kronos
ETECH/ESAWEB Database
Dial Connection Dialer System
DirectPay
Power Point
Microsoft Office
Call Miner Eureka
Accurint
Latitude
Salesforce
EAutomate
Education
Some College Coursework Completed, May 1992 - Aug 2002
Grand Prairie High / Mountain View Collage State: Texas 1997
Minor in Business Administration
Work Experience
WTW, Richardson, TX
08/25- 02/26
My role in WTW is to help with the administration of health benefits. I also process payments and help with any questions or concerns the participants may have. I also help with providing help with any enrollment in medical, dental, health, 401K, pension and life insurance elections during and after open enrollment.
Mary Kay, Addison, TX
05/22- Aug 2025
My job descriptions it to take both inbound and outbound calls and work cases depending on the needs of the IBC’s. I create product orders, take payments, correct and revise personal information on accounts.
Work Customer Service A, B and also Product Knowledge
Senior Customer Service Lead
Waterlogic USA
05/2019 to 03/2022
My job descriptions it to take calls and work cases depending on the needs of the consumers. I create work orders, input PO numbers, take payments, correct and revise invoices.
I run reports daily and create data spreadsheets to ensure all the customers’ needs are met, if not create cases to have accounts serviced.
I create monthly performance reports through Call Miner that address both standards and compliance issues that require disciplinary action.
I also handled escalated calls for both customer service and collections. I also conduct and coordinate training for new hires as well as develop and update training materials that helps the call center stay in compliance.
Processed payments and collected on account both with in the 30-day grace period as well as after 60+ days
Used Accurint to skip trace accounts
Manage a group of 10 or more agents and ensure they are performing to the best of their abilities.
Process timecards online
Tom Thumb
Cashier
12/2019 to 06/2019
Assist customers with their purchases and questions. Greet customers as they arrive at the store. Process all customers orders.
Credit Protection Association, Dallas, Texas
Bilingual Quality Analyst Supervisor
Oct 2010 – 2019
My job descriptions it to listen and audit calls for the entire call center through Call Miner Eureka to ensure quality and professionalism. I also assist in coaching the agents as needed to improve job their performance.
I run reports on a daily basis and create data spreadsheets to ensure the call center teams run according to company policy and standards.
I create a monthly performance reports through Call Miner that address both standards and compliance issues that require disciplinary action.
I also assist in handling escalated calls for both customer service and collections. I also conduct and coordinate training for new hires as well as develop and update training materials that helps the call center stay in compliance.
Before being promoted to QA I handled customer service and collection calls both inbound and outbound
Processed payments and collected on account both with in the 30 day grace period as well as after 60+ days
Used Accurint to skip trace accounts
Processed all compliance material and ensured we stayed within laws of all of the US states
Sequa Corporation, Dallas, Texas
Bilingual CSR/Collections Lead
Feb 2010 – Oct 2010
I handled all customer issues regarding customer’s accounts, and I handled all claims sent to my department.
I assisted in executing policies and procedures.
Helped manage a Team of 15 or more employees.
I trained and managed all employees including new agents. I ran data spreadsheets daily to ensure quality of work.
I verified agents’ work, and coached agents to ensure the job was done to their best potential.
I mainly used Lotus Notes, Microsoft Office Excel, Syteline, Wide Area Workflow, and Cav.
Process payments and collect on accounts that defaulted after 30 days of non-payment
Direct Energy, Ennis, Texas
Bilingual CSR/Collections Lead
Feb 2009 – July 2009
I would input customer data and set up new electrical service.
I handled all customers’ complaints and needs regarding the services provided from Direct Energy.
I handled escalated calls from upset and irate customers.
Collect on accounts over 30+ days of non-payment
Process disconnect orders on non-pay accounts
I processed all payments provided by the customers for the continuation of their electrical services.
Dallas Truck Center, Inc., Irving, Texas
Finance Manager/Administrator/Collector
May 2002 – Feb 2009
Managed a small company of 40 employees working mainly with QuickBooks and Excel.
I dealt with several financial institutions to obtain the best commercial loan available for the customers purchasing tractor trailers.
I handled all background screening needed by the company to see if customer qualified for a loan, and processed the documents and paperwork need to close out the contracts.
I also managed both the owner’s personal bank accounts, as well as the company’s bank accounts to make sure they balanced.
I assisted with the collections on delinquent accounts and sent out the repossession orders. I also handled all background screening needed by the company to see if customer qualified for a loan.
I also collected on accounts that were over 30+ days of non-payment
I would skip trace to find the consumers that changed their address and phone numbers
Once accounts were over 90+ days I would contact a repo service team to go and repossess the vehicles from the customers whom did not want to pay
Safesite Dallas, Texas
Data Entry Manager
Jan 2001 – May 2003
Input customers’ information into a database.
I updated all customer accounts, and I processed and filed records and information for clients. I also set up spreadsheets to coordinate where records were stored.
I also managed a team of 12 or more agents by handling their time in Kronos and also the quality of their work and performance.
Nieman Marcus Direct Irving, TX
Supervisor
May 1995 – Jun 1999
Managed a group of 25 or more employees.
I kept up with the employees’ payroll and timekeeping and processed both Data & Order entry for customers’ requests.
I handled all complaints and customer inquiries.
Languages
English
Spanish (read & write)
References: Upon Request
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