Highlights:

Skills:Call Center, customer service, Quality Assurance

Quality Business Analyst 06/04/2017 - 06/06/2018
Ibex CO, Managua, Nicaragua
Industry: Call center
Quality business analyst for Netflix
*I was in charge of reporting growth and areas of opportunities found within the enterprise. *Auditing calls/chats and emails responses to customers. * Reporting to client issues and outages. * Creating action plans to improve performance.--
Quality Assurance 08/26/2011 - 06/29/2016
Sitel, Managua, Nicaragua
Industry: Call center
Quality Assurance
During this time, I was in charge of the accounts for Virgin Mobil USA and Toys R Us. * I will audit inbound and outbound calls and chats, ensuring it met the client expectations and requirements. * Take executive escalations and investigate, follow up and provide outcome to client regarding actions taken. * Report improvement on a weekly basis. * Be in constant communication with client.--