Dhyana Molina Executive and Virtual Assistant

Jobs 0% verified

Quality Analyst

IntouchCX

May 2024 - Current (2 years)

Collaborate in planning meetings to align quality objectives with operations and key stakeholders. Analyze quality metrics to identify trends, areas for improvement, and process optimization opportunities. Document quality audits, recording findings, recommended actions, and incident follow-ups through structured reports to support decision-making and continuous service improvement. Optimize communication between Operations and Quality Assurance (QA) by designing new reporting methodologies.
Bilingual Costumer Service Representative

Teleperformance Spain

Oct 2021 - Mar 2023 (1 year 6 months)

Handle technical support and customer service calls, as well as digitization and analysis. Maintain a consistent 95% Customer Satisfaction (CSAT) score, exceeding team benchmarks. Increase First Call Resolution (FCR), reducing callbacks and optimizing channel wait times.
B

Administrative Assistant

BM Consultoría

Aug 2017 - Mar 2018 (8 months)

Data entry and record management of information and documents, ensuring accurate transcription, organization, and data updates within relevant systems. Basic document analysis and review for proper classification, preliminary verification, and subsequent administrative processing. Redesign of the telephone reception and customer service protocol, optimizing response times and increasing satisfaction for both internal and external users. Migration of task management from email to project management platforms, increasing operational visibility and ensuring compliance with established deadlines

Education 0% verified

Dhyana Molina

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