SB
SALVADOR
BELLO
--384 Av. Isabel Aguiar. Edif Ramos 3A. Santo
Domingo 11005.Dominican Republic
PROFESSIONAL SUMMARY
I am enthusiastic, team player, goal driven and oriented. I have 4+ years of experience in the contact center industry. I have
vast experience in customer service for both calls and emails/chats. I got great data entry skills and VA experience. I used to
work with live captioning and interpreting. I am efficient, reliable, and a fast learner. I strive to provide top-notch quality
service into every work I do.
SKILLS
Email & Chat Support
Virtual Assistant
Data Entry
Behavior & Trend Analysis
Community Management & Moderation
Ecommerce Support
Quality Assurance
EXPERIENCE
Quality Assurance Specialist, Hire Horatio. Jun 2021 - Current. Santo Domingo, DR
Identify opportunities for process and system improvement and enhancements to better meet quality targets.
Create and Handle deep and comprehensive quality audits to customer interactions to guarantee they comply with the
company and client guidelines.
Provide development sessions to ensure team calibration on client policies and procedures as well as their soft skills.
Build quality dashboards and reports to assess individual and team's performance and common trends. These are then
reported to the Operations team.
Create effective action plans to improve Quality KPI's based on the reports created.
Frequently review and optimize current policies, practices and procedures.
Senior Customer Experience Associate, Hire Horatio. Jun 2020 - Jun 2021. Santo Domingo, DR
Took on escalated, complex customer issues and developed creative solutions to restore loyalty.
Coordinated Training and mentored junior customer experience team members to keep the group operating at peak
levels.
Learned client products and services in-depth to offer customers best-in-class service.
Worked effectively under pressure and with demanding performance targets to handle 100+ interactions per day.
Met and exceeded daily service quality and performance goals.
EDUCATION
Bachelor of Business Administration
Autonomous University of Santo Domingo - Santo Domingo, Dominican Republic.
LANGUAGES
Spanish, Native
English, Bilingual