Daniela Zainos

Daniela Zainos  new_releases

About

Detail

Senior QA
Mexico

Timeline

work
Job

Résumé

Jobs verified_user 0% verified
  • Shopee
    Associate Quality Assurance
    Shopee
    Feb 2022 - Oct 2022 (9 months)
  • Marriott Vacations Worldwide
    Senior Advisor Vacation Ownership
    Marriott Vacations Worldwide
    May 2021 - Feb 2022 (10 months)
  • Western Union
    Senior Quality Assurance Analyst
    Western Union
    Dec 2015 - Oct 2020 (4 years 11 months)
    Evaluate and audit the processes in the LACA and NAM regions for WU agents. Develop reference formats for auditing and evaluation of processes. Calibrate processes and forms of evaluation for the attention to agents. Preparation of executive and statistical reports for decision making. Reporting in Mexico to the Team Leader and in Costa Rica to the Team Manager. Aligned processes for the LACA region, implementing process improvement and simplification strategies. Which resulted in an increase in the quality of the service by 90% in a period of 4 months. Implemented fraud prevention strategies, reducing 80% of fraudulent transactions from internal and external clients. Maintained 90% of the quality service in the Western Union operations cen
  • Western Union
    Back Office Employee
    Western Union
    Dec 2012 - Dec 2015 (3 years 1 month)
    Attention to Sales representatives from the LACA and NAM regions through e mails and calls (if necessary). Conctact and being the intermediary between the representatives and agencies . Participated in the reactivation process of 5K Walmart transactions in Canada, achieving the goal in a shorter period than the established one, of 3 to 2 days. Provided service to VIP agents in the United States, through a personalized system, achieving 95% of the quality of service. Obtained for a consecutive year a 100% of the Quality in the Service, for which I received an economic recognition from the company.
  • Western Union
    Service Representative
    Western Union
    Nov 2011 - Nov 2012 (1 year 1 month)
    Attention to Sales representatives from NAM region through calls. Obtained acknowledgments from the agencies and their representatives via email. Achieved the title of Back Office in a shorter period of time than the rest of my colleagues (4 months).
Education verified_user 0% verified
  • UAM Universidad Autónoma Metropolitana
    Sociología
    UAM Universidad Autónoma Metropolitana