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