Quality Assurance Customer Service
Resume:
Jorge Perez
*************@*****.***
Los Angeles, California 90037
Summary
A Quality Assurance Specialist with more than ten years of experience in various Quality Assurance and Customer Care roles. Providing outstanding, effective and reliable service. Known as a responsible, detail oriented team player with the ability to adapt to different environments and implement skill sets. Able to confidently facilitate and organize the communication of inter organizational information.
• Customer Care
• Quality Assurance
• Business Development
• Strategy Implementation
• Bilingual in English and Spanish
• Knowledgeable of SalesForce and Right Now CRM Technologies
• Knowledgeable of multiple proprietary software, web and MS access based
• Relentless Learner
Experience
MySpace.com, El Segundo, CA 2007 to 2011
Quality Assurance Specialist
Responsible for monitoring the quality of customer service agents and interactions with site users, assuring customer inquiries were handled correctly according to company guidelines.
• Team leader for productivity in email support for 8 consecutive quarters.
• Reviewed and responded to over 1,200 user inquiries on a daily basis using CRM software.
• Assisted with translation of FAQ’s and standard responses from English to Spanish.
• Participated and facilitated quality calibration sessions by reviewing and agreeing on questionable content.
• Developed and implemented different methodology of inter organizational Quality Assurance procedures.
• Facilitated meetings and calibration sessions with off-shore vendors.
Content Review Agent (2007 to 2008)
Monitored user uploaded content including but not limited to images and videos, with the responsibility of removing any content that violated company terms of service
• Assisted in the development and implementation of content review guidelines.
• Research and delete profiles with violating content using web based tools.
• Team leader for productivity in both image and video review for 4 consecutive quarters.
• Maintained 99% accuracy at all times when reviewing content.
• Facilitated content calibrations with offshore vendors.
Guitar Center Hollywood, Hollywood, CA 2005 to 2007
Pro Audio Specialist
Assisted customers in the purchasing of high end professional recording equipment valued at over $100K.
• Provided and maintained excellent customer satisfaction through extensive knowledge and experience with recording equipment and musical instruments.
• Maintained display of consoles, instruments and microphones in the professional audio department.
• Prepared the store location and its merchandise for retail.
Speare and Company Insurance Brokerage, Sherman Oaks, CA 2003 to 2005
Assistant/Mail Clerk/ Receptionist
Provided general office services and duties to a dynamic team of industry leading insurance brokers, specializing in the entertainment, property and life insurance industry.
• Pulled and maintained Motor Vehicle Reports for current and potential clients.
• Maintained client portfolios for quick reference and producer support.
• Reception duties consisting of over 50 phone lines.
• Processed incoming and outgoing mail in a timely and effective manner.
• Maintained off site file storage room, often times voluntarily on the weekends.
• Monitored, serviced and maintained office equipment, including copy machines and desktop computers.
Education
Bachelor of Science in Business, University of Phoenix
Associate of Arts in Business, University of Phoenix
Audio Engineering Vocational Certification, SoundMaster Audio/Video Institute
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