Elizabeth Ramirez
Lethbridge,Costa Rica
Summary
Offering enthusiasm and keen eye for detail in quality assurance processes. Knowledgeable about maintaining high standards and ensuring compliance. Strong analytical and problem-solving skills combined with excellent communication and teamwork abilities. Ready to use and develop critical thinking, data analysis, and process improvement skills.
Overview
4
4
years of professional experience
Work History
Quality specialist
Infosys BPM
01.2022 - 03.2024
- Meticulous data: analysis initiatives to uphold high standards of product and process quality
- Crafted meticulously detailed training manuals, significantly enhancing onboarding efficiency
- Conducted in-depth audits of customer service calls, aligning findings with client KPIs and established criteria to drive process enhancement
- Maintained open lines of communication by consistently delivering comprehensive audit findings and detailed documentation to immediate managers and Verizon business partners, fostering transparency and facilitating collaborative efforts
Survey Response Management - Team Lead
Equifax
11.2019 - 01.2022
- Identified recurring issues in negative guest feedback and developed resolution strategies to improve customer satisfaction
- Created targeted training programs for agents to address common complaints effectively, enhancing their problem-solving skills
- Contacted consumers for major incidents to understand their concerns, then shared insights with senior managers through reports highlighting improvements in customer experience
Education
Senior Technical Degree - Business Administration
Academia Lider
San José03.2024
Skills
- Continuous improvement methodologies
- Quality training delivery
- Corrective actions implementation
- Customer relations
- Risk analysis
- Quality control auditing
- Customer Service
- Team Leadership
- Data analysis
- Effective communication
Timeline
Quality specialist
Infosys BPM
01.2022 - 03.2024
Survey Response Management - Team Lead
Equifax
11.2019 - 01.2022
Senior Technical Degree - Business Administration
Academia Lider
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