Carla Estefania Rodriguez Zaciga
About
Detail
Quality Assurance Analyst | Agent Coaching & Training | Multilingual
Lima, Callao Region, Peru
Résumé
Jobs
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Appraisal Assistant - CCC ONESnapsheetApr 2025 - Current (1 year 2 months)• Use CCC ONE daily to assess vehicle damage, write collision repair estimates, and prepare documentation for insurance company review and submission. • Produce an average of 13–14 complete damage estimates per day, consistently exceeding the standard productivity target of 12 while maintaining accuracy and compliance with appraisal guidelines. • Review photographic evidence, repair documentation, and vehicle damage data to produce accurate, insurer- ready scope proposals that meet both shop standards and carrier expectations. • Flag discrepancies and resolve inconsistencies before submission, ensuring every estimate is audit-ready and compliant with policy guidelines. • Manage a full caseload autonomously in a fast-paced, deadline-driven r- Quality Analyst - Accuracy & Process ComplianceMajorelJun 2024 - Feb 2025 (9 months)• Evaluated approximately 220 cases per week against defined quality and compliance standards, identifying errors, deviations, and systemic patterns. • Tracked performance data in Microsoft Excel and internal QA systems, producing structured reports for operational stakeholders. • Identified recurring process gaps and recommended corrective adjustments to improve accuracy and workflow efficiency. • Prepared detailed documentation of evaluation findings, including interaction walkthroughs, feedback templates, and best-practice guides to standardize the communication of quality expectations. • Compiled comprehensive weekly and monthly QA reports, presenting clear, actionable insights to team leads, which directly informed customer service str
- Customer Operations RepresentativeMajorelJan 2024 - Jun 2024 (6 months)• Processed 190-200 cases per day across multiple channels, maintaining accuracy and service standards in a high-volume environment. • Delivered multilingual support in English, Spanish, and Portuguese.
- CArchitectural Intern - Plans, Materials & Technical DocumentationCONTSUSep 2023 - Dec 2023 (4 months)• Worked directly with architectural and civil plan sets, interpreting scope elements, material assemblies, finish details, and site components across construction projects. • Supported preparation of technical drawings, construction documentation, and material specification coordination. • Used AutoCAD and SketchUp to produce and refine technical documentation in line with project and regulatory requirements. • Supported project workflow distribution and material planning across multi-phase architectural projects, organizing resources and tracking needs across active deliverables, demonstrating practical exposure to capacity planning principles. • As the most senior intern, provided informal coordination and support to newer interns, guidi
- BArchitectural Intern - Technical DocumentationBEAU PROPERTY MANAGEMENTDec 2022 - Jan 2023 (2 months)• Worked with technical plan sets, producing structured documentation and coordinating material specifications - building the same scope-reading and detail-checking skills applied to damage estimate writing.
- GArchitectural InternG&F ARCHITECTURESep 2018• Developed architectural proposals and specification-accurate documentation for US-based fit-out projects in a cross-functional, English-language professional environment.
Education
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- Diploma in Design of Residential Spaces for SpecialistsUCALSep 2023 - Mar 2024 (7 months)
- Public Work Management CoursePontificia Universidad Católica del PerúMar 2023
- Bachelor of Architectural StudiesNelson Mandela UniversityFeb 2019 - Nov 2022 (3 years 10 months)Four-year international degree with hands-on training in construction plan reading, material specifications, quantity assessment, technical drawing, and site documentation using AutoCAD, Revit, and SketchUp.
Projects (professional or personal)
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- IIstanbul Youth SummitIstanbul TürkiyeFeb 2023Presented a social impact project in a multicultural, multilingual environment focused on regulatory frameworks for sustainable cities and inclusive urban communities. This involved meticulous document preparation to articulate project findings and recommendations effectively. Furthermore, I leveraged bilingual communication skills to bridge language barriers and ensure comprehensive understanding amongst participants. My contributions extended to capacity planning within a smaller working group, where I assisted in distributing workload to meet project goals within the summit’s tight timeframe, demonstrating effective coordination of effort to deliver a final presentation under defined evaluation criteria, despite the smaller scale and
- BExtreme Habitat 2022BelgiumJun 2022 - Aug 2022 (3 months)Developed a design proposal assessed against complex spatial and environmental requirements, demonstrating research-led problem-solving under international evaluation criteria.