EDGAR ALDANA
Rowland Hts
Summary
Dynamic Quality Analyst with a proven track record at US Bank, excelling in quality assurance and process improvement. Adept at analyzing customer complaints and training personnel, I drive compliance and enhance product quality. Recognized for inspiring teams and delivering results, I thrive in fast-paced environments focused on customer satisfaction.
Overview
10
10
years of professional experience
Work History
Shift Lead
Starbucks
Rowland Heights
10.2022 - Current
- Implemented strategies to increase sales and improve service quality.
- Evaluated and performed equipment maintenance to support operational goals.
- Coordinated with other shift leaders and management to ensure smooth transitions between shifts.
- Coordinated shift workers for inventory receiving, auditing and restocking.
- Delegated tasks to employees and monitored activities and task completion.
- Operated cash registers and balanced cash drawers to ensure accuracy in transactions.
- Upheld company standards and compliance requirements for operations.
- Handled escalated customer concerns and emergencies in absence of manager or supervisor.
- Supervised and led employees to maintain productivity and customer service levels.
Quality Analyst
US Bank
Irvine
09.2018 - Current
- Creates a highly engaged work environment by positively impacting employee engagement
- Simulated software production environments to allow for enhanced testing.
- Leads self in both actions and words to inspire individual and team to share vision and purpose to drive top-line sales
- Ensured compliance with company standards, regulations and procedures related to quality control.
- Analyzed customer complaints regarding product issues and provided solutions as needed.
- Trained personnel on proper use of tools, equipment, materials, and software used for quality assurance purposes.
- Met project scope and delivery dates by planning optimal testing schedules.
- Evaluated performance metrics from existing processes to recommend improvements in product quality.
Financial Service Representative Flex-Customer Service and Collections
Nordstrom
Santa Ana
09.2015 - 08.2018
- Updated accounts with recent information and processed customer payments.
- Delivered accurate service information to meet goal-directed development plan.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collected deposits or payments and arranged for billing.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Education
MBA - Human Resources Management
Azusa Pacific University
Azusa, CA05.2022
Bachelor of Science - Sociology, Minor in Spanish
University of California, Irvine
Irvine, CA05.2013
Skills
- Quality assurance
- Data analysis
- Regulatory compliance
- Customer complaint resolution
- Employee training
- Process improvement
- Problem solving
- Results and Deadline-driven
Personal Information
Title: HR Generalist, Quality Analyst
Skills And Languages
Basic website design/Photoshop/social media, Proficient with Microsoft Office (Excel, Word [68 WPM], Outlook Power Point), Proficient with Zoom, Fluent in Spanish
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Shift Lead
Starbucks
10.2022 - Current
Quality Analyst
US Bank
09.2018 - Current
Financial Service Representative Flex-Customer Service and Collections
Nordstrom
09.2015 - 08.2018
MBA - Human Resources Management
Azusa Pacific University
Bachelor of Science - Sociology, Minor in Spanish
University of California, Irvine