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Work Background
ABC-AmegaQuality Assurance Specialist
Apr. 2024 - Mar. 2025Buffalo, New York, United StatesConducted detailed evaluations of call center agents to ensure compliance with quality standards and provided actionable feedback to drive performance improvements. Designed and implemented new quality assurance processes, leading to increased customer satisfaction and operational excellence. Analyzed call data and customer interactions to identify patterns and recommend targeted training initiatives for agents. Managed reporting through CRMs and AI-driven call analysis tools to optimize efficiency and maintain effectiveness.
ADT SolarQuality Assurance Specialist
Apr. 2020 - Nov. 2023Monitored and assessed call quality to ensure alignment with company standards and industry regulations. Led coaching sessions and developed targeted training programs, resulting in a 20% improvement in customer satisfaction through enhanced agent performance. Partnered with leadership to implement quality enhancement strategies, streamlining call center operations. Evaluated performance metrics and generated comprehensive reports, providing actionable insights to support process improvements and inform senior leadership decisions.
Sunpro Solar Energy SpecialistsAppointment Setter/CSR
Mar. 2020 - Apr. 2020Covington, Louisiana, United StatesDeveloped strong client relationships through proactive cold calling and timely follow-ups, successfully scheduling meetings with key decision-makers. Consistently exceeded appointment-setting goals by effectively communicating the value of the company’s services. Leveraged CRM tools, such as Salesforce, to efficiently manage client information and simplify scheduling processes. Collaborated closely with the sales team to implement strategies that boosted conversion rates, drove revenue growth, and maintained customer satisfaction levels above 95%.
Cellular SalesSales Specialist
Mar. 2019 - Oct. 2019Slidell, Louisiana, United StatesConsistently exceeded sales goals by utilizing effective strategies and maintaining up-to-date knowledge of the latest devices, plans, and promotions. Built lasting customer relationships by providing personalized recommendations and delivering an exceptional sales experience. Boosted sales performance through regular follow-ups, generating customer referrals, and continuously expanding product knowledge through training. Stayed ahead of industry trends by participating in networking events and staying informed on market developments to support ongoing professional growth.
DIMITRI DERMATOLOGYIntake Coordinator
Sep. 2018 - Mar. 2019Slidell, Louisiana, United StatesGathered and organized client information to ensure accurate scheduling of providers and coordinated appointments across various locations. Verified insurance coverage, submitted applications promptly, and worked with insurance companies to resolve issues efficiently. Assisted clients with inquiries regarding insurance and office policies, ensuring all interactions were documented accurately and confidentially. Managed multiple client cases simultaneously while providing Spanish interpretation and translation services to support communication between healthcare professionals and patients.
Metro Pcs Authorized DealerAssistant Retail Sales Manager
Jun. 2015 - Sep. 2018Slidell, Louisiana, United StatesOversaw daily store operations by ensuring adherence to sales procedures, maintaining excellent customer service standards, and upholding store appearance and promotional displays. Analyzed sales data to identify trends, implemented improvement strategies, and supported the team in meeting performance goals. Trained, onboarded, and coached employees to create a collaborative and productive work environment, conducting regular performance evaluations to drive growth. Handled customer complaints professionally, managed cash transactions accurately, and assisted with hiring and training new team members to strengthen the team’s performance.
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