Cindie Llanes

F

Quality Assurance Coordinator

Foundever

Jun 2022 - May 2025 (3 years)

As a Quality Assurance Coordinator, I served as the primary quality point of contact with AT&T and DirecTV clients, ensuring that our company met their standards and expectations. I was responsible for overseeing a team of quality agents, verifying that their evaluations were accurate and providing constructive feedback when necessary. Additionally, I led calibration sessions and alignment meetings with the brand to maintain consistency in quality standards. I also facilitated new hire inductions and developed training courses and job aids aimed at enhancing the agents' performance in both sales and quality metrics. Furthermore, I led sales calibrations and alignments to ensure that agent interactions met brand expectations, ultimately impr

F

Sales compliance analyst

Foundever

Oct 2020 - Jun 2022 (1 year 9 months)

As a Sales Compliance Analyst, I was responsible for ensuring adherence to sales regulations and company policies, conducting thorough evaluations of sales calls, and providing actionable feedback to agents to enhance performance. I collaborated closely with the operations team to deliver comprehensive reports that informed strategic decisions. Additionally, I utilized Google Workspace tools extensively; I created and managed reports in Google Sheets, documented feedback in Google Docs, organized my notes in Google Keep, and developed training tips in Google Slides, which streamlined communication and improved overall efficiency in the sales process. I also worked with a team evaluating the AT&T and DirecTV interactions, receiving feedback

Quality Assurance Agent

Sykes

Dec 2015 - Oct 2020 (4 years 11 months)

As a Quality Assurance Agent, I was responsible for evaluating and ensuring the quality of service provided by the sales team. This involved listening to sales calls to identify agent behaviors and providing detailed reports that highlighted coaching opportunities for sales improvement. My insights were instrumental in assisting the operations team to enhance their key performance indicators (KPIs). Additionally, my experience in negotiation and sales processes allowed me to better understand the dynamics of the calls, further enriching the feedback provided to the team. By integrating lead generation and sales closing techniques into my evaluations, I contributed to a more comprehensive approach to quality assurance, ultimately supporting

Inbound Sales Mentor

Sykes

Aug 2013 - Dec 2015 (2 years 5 months)

As an Inbound Sales Mentor, I was responsible for training new hire agents on effective sales techniques and the utilization of various tools to enhance their performance. I provided guidance on best practices for engaging with customers over the phone, ensuring they were well-equipped to meet sales targets. Additionally, I leveraged my experience in selling hotel reservations, including Airbnb and apartment bookings, to illustrate the parallels with real estate sales, thereby enriching the training process and enhancing the agents' understanding of the market dynamics. Furthermore, I collaborated with operations to improve key performance indicators (KPIs) by working closely with a group of agents. This involved providing coaching, conduct

Inbound Sales Representative

Sykes

Apr 2012 - Aug 2013 (1 year 5 months)

As an Inbound Sales Representative, I was responsible for managing incoming customer inquiries and converting them into sales opportunities. I utilized effective communication skills to understand customer needs and provide tailored solutions, resulting in a significant increase in customer satisfaction and retention. Additionally, I leveraged my experience in selling hotel reservations and Airbnb accommodations, which is similar to real estate wholesaling and sales, to enhance my understanding of the market and improve my sales techniques. This background allowed me to effectively address customer concerns and close deals, contributing to the overall success of the sales team. Furthermore, I engaged in outbound sales strategies to create a

B

Inbound Sales and customer Service Representative

Benson

Feb 2010 - Mar 2012 (2 years 2 months)

As an Inbound Sales and Customer Service Representative, I was responsible for handling inbound calls from customers seeking government assistance with communication services. My role involved filling out applications to determine customer eligibility for the services we provided, ensuring a smooth and efficient process for those in need. Additionally, while cold calling was identified as a non-relevant skill, it is important to note that my primary focus was on responding to inbound inquiries, which required strong communication skills and a thorough understanding of the assistance programs available. Furthermore, I also engaged in follow-up calls to customers who had applied for services, based on the type of government assistance they re

T

Inbound Customer Service Representative

Teleperformance

Dec 2007 - Aug 2008 (9 months)

As an Inbound Customer Service Representative, I was responsible for providing exceptional service to customers by addressing inquiries and resolving issues efficiently. I utilized a structured approach to follow scripts, ensuring consistent communication and support. Additionally, I filled out forms and scheduled appointments for customers, which streamlined their experience. While managing customer interactions, I also tracked package searches in a specific database, enhancing our ability to provide timely updates. Although purchase orders were identified as a non-relevant skill, my experience in managing customer requests and maintaining accurate records contributed significantly to overall customer satisfaction. I scheduled appointments

A

Assistant

American School

Nov 2005 - Dec 2005 (2 months)

I was the assistant of the sport director of the american school, managing her schedule, tasks, incoming calls and her correspondence

Cindie Llanes

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