Perla Aybar Marte

Perla Aybar Marte V I R T U A L A S S I S TA N T Profile Details Dedicated and hardworking Quality Analyst with 9+ years of experience in the call center industry and 4+ years as a QA Analyst in the corporate & call center industry. I aim to excel as a motivated staff member and I believe in the positive impact of team work (team members and superiors). Skilled communication, time management, coaching, mentoring, problem solving techniques and working under pressure. As an individual and professional being goal oriented and receptive to feedback are part of who I am, and I strongly believe these are key to achieve the best of the best in behalf of the account expectations. Dominican Republic Employment History Tech Support/Customer Service Rep, Concentix , Santo Domingo JANUARY 2013 — NOVEMBER 2013 --N AT I O N A L I T Y Dominican Skills Effective Time Management Business Management Microsoft Office • Answered incoming phone calls as a bi-lingual agent for a telecommunication company. Coaching & Mentoring • Troubleshooted the consumer’s issues towards a proper resolution. Communication Skills • Assisted with installations, service upgrades and billing education. Ability to Work Under Pressure • Delivered customer experience with excellence for every interaction. • Provided solutions that meet the customer’s needs. Administrative Assistant, E&L Learning Center, Santo Domingo Languages English DECEMBER 2013 — NOVEMBER 2015 •First point of contact for the Director's office. • Schedule team meetings virtual and on-site. • Arrange details for presentations. • Book international flights and nation wide trips to other learning centers. • Managed tracking processes. • Prepare presentations for focus groups. • Assisted with miscellaneous tasks, based on previous experience. Tech Support , Alorica, Santo Domingo J A N U A R Y 2 0 1 6 — M AY 2 0 1 6 • Guided customers through troubleshooting process for home appliances. • Verified equipment parts warranty and offer solutions accordingly. • Created dispatches/work orders for customers when required. ESL Teacher , Ministry of Higher Education, Science and Technology, San Isidro JANUARY 2020 — PRESENT Learning process facilitator (government ESL program - EIP) for young Army Cadets during the first 2 years of their learning curve. QA Analyst, Continuum, Santo Domingo D E C E M B E R 2 0 1 7 — M AY 2 0 2 1 Spanish; Castilian French • Supported the leadership team by providing quality reviews. • Collaborated with the leadership team to develop agents and processes. • Identified trends and behaviors that could affect the customer’s experience (positive/negative). • Monitored, coached and scheduled follow ups depending on the areas of opportunity found. • Participated on modification of QA guidelines. • Provided accurate and timely reports to all departments and team members. • Executed dive-deep to identify best. • Provided inputs on improvements to enhance proficiency and efficiency. • Complied with weekly evaluations quota. QA Specialist, I, Secure Auto Shipping, Santo Domingo M AY 2 0 2 1 — P R E S E N T • Back Office Quality Analyst for a broker company that ships vehicles within US territory. • Skilled at evaluating both verbal and written customer contact by agents (sales reps/dispatchers) while coaching them for success in executing superior service to customers. Education Industrial Engineering , UTESA, Santo Domingo JANUARY 2019 — PRESENT I am a transferred student from UASD University. 2 years left. Courses Business Leadership, INFOTEP F E B R U A R Y 2 0 1 9 — M AY 2 0 1 9 Coaching & Mentoring, INFOTEP JUNE 2019 — SEPTEMBER 2019 Quality Process Analyst, IESATEC JUNE 2021 — SEPTEMBER 2021 Six Sigma - Green Belt, IESATEC FEBRUARY 2022 — PRESENT References References available upon request