JOSE J LOPEZ
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PROFESSIONAL SUMMARY
Solutions driven Quality Assurance Analyst with over 3 years of experience on BPO for a travel campaign (Airbnb), accurately
ensuring internal processes are upheld within deadlines while assuring phone representatives were aligned to needs of the
company by performing weekly audits; one year of experience as a call center representative with outstanding customer service
skills that allow me to guide and assist users while ensuring customers satisfaction; Razor-sharp eye for detail and adept at
Microsoft Word and Excel.Outstanding English proficiency which allows me to properly communicate written and verbally.
Furthermore, Well used to working within deadlines and achieving weekly or monthly targets, thanks to my organizational
skills and experience categorizing duties’ urgency according to the necessities of the company. Lastly, over 2 years of experience
leading processes within the quality department, which also qualifies me to work on reports and schedule, attend and lead
meetings to present outcomes and findings.
WORK EXPERIENCE
CUSTOMER CONSULTANT|Sutherland
January 2020 - August 2021
● Provided direct phone and chat assistant with clients all over the world.
● Addressed user’s inquiries and requests.
● Accurately followed internal company policy.
● Accordingly escalated cases when needed ensuring proper case handling.
● Adhered to metrics and followed internal policies.
SENIOR ASSOCIATE QUALITY ANALYST|Sutherland
August 2021 - April 2023
● Made sure internal policies were upheld by phone associates.
● Provided regular feedback to help enhance customer experience.
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Lead weekly meeting with the objective of providing follow ups and updates.
● Met weekly deadlines making sure all employees were evaluated for quality assurance.
● Performed weekly 1:1 section with the purpose of going over weakness that needed to be targeted to achieve client’s
requirements.
LEAD CUSTOMER EXPERIENCE|Sutherland
April - 2023 - Current role
● Lead internal processes that require weekly updates and meeting deadlines.
● Assisted with keeping weekly dashboards updated.
● Communicate findings to upper level associates.
● Made sure to answer all company queries via email within a timely matter.
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Helped enhance the process when needed or required.
● handled calendars, scheduled and led meetings with the purpose of providing insights.
SKILLS SUMMARY
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Language: Spanish, English, Basic French
Tools: Microsoft Office, Tableau, Basic MySQL
Platform: Google Suite, Gmail, Outlook
Soft Skills: Proactive and solution driven, Eager to problem solving, Active and assertive communication skills,
Efficient task management, Customer service skills.
EDUCATION
Universidad de Córdoba
Córdoba -Colombia
Foreign Language TeacherEnglish GPA: 4.0/5
Secretaria Educacion Bogota
Bogotá-Colombia
Data Analysis Bootcamp
January 2015 - September 2019
August 2024 - December 2024
