Quality Assurance and Customer Service Specialist

Edgardo Ramos

Edinburg, TX ***** +1-956-***-**** ****************@*******.***

Professional Summary

Authorized to work in the US for any employer

Work Experience

Quality Assurance Specialist

Standup wireless Edinburg, TX

June 2023 to April 2024

• Responsible for monitoring, inspecting, and proposing measures to correct or improve a company's final products and processes in order to meet established quality standards. Compliance Support Representative

StandUp Wireless Edinburg, TX

June 2022 to June 2023

• Handle a large volume of inbound and outbound calls in a timely manner

• Follow communication scripts and use knowledge of the company’s products and services to go off- script when necessary

• Identify customer needs, research issues, resolve complaints, and provide solutions

• Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team

• Recommend improvements for systems and processes to boost organizational efficiency

• Ensure that the company complies with its outside regulatory and legal requirements as well as internal policies and bylaws.

• Arrive on time on a daily basis, clocking in & out, taking breaks at an appropriate time as assigned by supervisor.

• Escalate issues as needed to management during the call.

• Meeting with management once a week to review weekly performance & goals. Customer Service Representative

Teleperformance Edinburg, TX

November 2019 to November 2020

• Handle a large volume of inbound and outbound calls in a timely manner

• Follow communication scripts and use knowledge of the company’s products and services to go off- script when necessary

• Identify customer needs, research issues, resolve complaints, and provide solutions

• Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team

• Recommend improvements for systems and processes to boost organizational efficiency Education

High school diploma

Skills

Accounts receivable Communication skills Call center Technical support Retail math Computer skills VoIP Employee orientation computer navigation Medical terminology Retail sales Call center agent experience Medicare Sales Salesforce Desktop support Banking Negotiation ADP Time management Customer Service Cash register Microsoft Office Microsoft Access Word processing Mac OS HIPAA Microsoft Word Jira Dealership experience Technical Proficiency Medical office experience Team management Phone etiquette Marketing Live chat English Recruiting Front desk Computer operation Customer service CRM software Assistive technologies Transcription Grammar Experience Outbound calling Data entry Attention to detail Microsoft Powerpoint Bilingual Filing Leadership Human resources Windows Employee relationship building Customer support Training & development Operating systems Cash handling Sales management Contracts VPN Microsoft Outlook Spanish Accounting Interviewing Entry level tech support experience (3 years) Microsoft Excel Business development Organizational skills

Languages

Spanish

Bilingual

English

Certifications and Licenses

Driver's License

Additional Information

Authorized to work in the US for any employer

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