Roberto Jose Wong

I am a professional with over 20 years of experience in Quality and Production Systems, complemented by extensive expertise in customer service, sales, and retail management. My objective is to secure a remote position where I can effectively apply my skills and contribute to a supportive team. My career demonstrates a proven ability to lead quality assurance processes, train multidisciplinary teams, and drive continuous improvement initiatives. I am adept at delivering high-quality service, optimizing operational efficiency, and fostering team development across diverse industries.

My professional experience is robust, including my recent role as a Supervisor at eTags where I was tasked with monitoring performance, providing coaching and training to customer service agents, and handling escalated customer issues. As a Lead QA Quality Analyst, I monitored and evaluated customer interactions to ensure compliance with quality standards and developed QA frameworks. My extensive background as a Customer Service Agent for various companies involved handling over 80 calls daily, where I consistently achieved top performer status. I gained experience with money transfers and credit card transactions.

My skills are further demonstrated through other relevant experience. I served as a Compliance Engineer, responsible for ISO 9001:2015 implementation. As a Teacher & Trainer, I provided instruction on subjects like Quality Assurance and Business. I also functioned as a Production Coordinator, managing production orders and controlling purchases and costs. I am proficient in Microsoft Office and an advanced user of Verint. My communication, empathy, and problem-solving skills are complemented by my language abilities, as I am a native Spanish speaker with advanced English skills. My academic background includes a degree in Chemical Engineering and Business Administration.