Guillermo Quintero

GUILLERMO QUINTERO MAY 3, 1991 ABOUT ME Passionate analyst with 10 years of experience in the field of customer service, Quality insurance, IT, and reporting. Multiple knowledge in the analysis of information and presentation of reports, and the development of people through emotional EDUCATION intelligence. Driven Business Analyst ready to leverage business knowledge and project management strengths to enact lasting and successful changes to company culture and operational Marketing Technichs Marketing practices. Insightful and driven professional with forward- Insaforp, San Salvador - 2023 thinking mentality. Offers experience in operational improvement. Big Data, Insaforp Big data Marketing information Insaforp, San Salvador - 2022 Excel Insaforp, San Salvador - 2022 EXPERIENCE February 2024 to date Quality Assurance Analyst Freelancer for Tax relief Advocates Live and recording call audit Industrial High School - Electronics Listening to and reviewing recorded calls to ensure adherence to Instituto nacional de Santa Ana, Santa company policies and standards. Ana Evaluating the performance of call center agents based on specific criteria such as communication skills, problem-solving abilities, and LANGUAGES Native Spanish Advanced English C2 Basic Portugues adherence to protocols. Grupal and personal 1 o 1 Proper feedback Providing constructive feedback to call center agents to help them improve their performance. Conducting one-on-one coaching sessions to address any identified areas for improvement. February 2023- February 2024 IT level 1 for HP Responsible for leading step by step customers to fix their personal CONTACT computers. Remote control and troubleshooting skills.Knowledge on alll Windows computer specifications. -- Chalchuapa, Santa Ana El Salvador June 2020 - February 2023 Logistics and transportation Workforce analyst Teleperformance, San Salvador, El Salvador * Reviews logístics processes and procedures; identifies, recommends, and implements improvements to maximize delivery efficiency while minimizing costs * Reviews and analyzes transportation costs, parts procurement and delivery processes, Inventory issues such as back orders, and otherfulfiliment metrics. * Conducted root cause analysis to formulate countermeasures to business mistakes and improve operations. * Cooperated with project partners to develop system analysis and new system design based on client specifications. November 2018 - July 2020 Fraud Prevention officer auditor KohlsTeleperformance, San Salvador, El Salvador * CORE QUALIFICATIONS - Fast Leamer - Leadership Responsible for reviewing vulnerable fraud victim risk assessments and recording data on force systems that are critical to the performance. Able to monitor reports to ensure recording processes are being followed across both forces overseeing that frauds in Surrey and Sussex are correctly - Microsoft Office. identified and a process is implemented to support and protect those - Teamwork affected. * Big data review is one of the experiences gained in this position, - Adaptability managing credit card information. - Problem Solving Skills. - Communication and Presentation -Advanced Excel -Advanced Microsoft 365 applications November 2016 - November 2017 Trainer Kohls - Teleperformance, Salvador * Knowledge obtained on how to work with people and inject the knowledge to implement it in their daily work *Experience in reporting the advancement of - Multitasking Skills. the agents" job growth. * Documented participant attendance, engagement - Business administration and progress * Provided additional materials to enhance training, * Developed - Critical thinking long-term training strategies for new and existing employees across multiple departments. * Completed frequent assessments of training materials, - Customer needs analysis structure and success rates. * Created successful training courses based on - Customer satisfaction evaluation of student needs. * Reduced process gaps by effectively training - Advanced problem solving - Data mining new hires on best practices and protocols. November 2014 - November 2016 Customer service representative Kohl's at Teleperformance, San Salvador, San Salvador, El Salvador * Knowledge obtained on how to work metrics and excellent customer + Supported customers by providing helpful information, answering questions, and responding to complaints. * Guaranteed first-class customer service, enthusiastically anticipating. and catering to customer needs and requirements. * Maximized customer satisfaction by resolving service issues promptly. * Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention. * Addressed customer service enquires quickly and accurately. EXTRAS Experience in the use of: Photoshop Audio and Video edition