Dora Miriam Diaz Luna

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Quality Assurance Analyst & Trainer

B9 (US Financial Company)

Sep 2025 - Apr 2026 (8 months)

Conducted quality audits on customer support cases to ensure compliance with company policies and service standards. Tracked KPIs and provided structured feedback to improve case resolution quality and agent performance. Trained and onboarded new agents on operational workflows, internal tools, and customer support procedures. Reduced agent training time from 4 weeks to approximately 1.5 weeks by improving training materials and implementing structured SOPs. Reduced B9-related customer complaints from approximately 80% of calls to 53% while maintaining audit quality scores above 96%. Improved team retention by promoting better work-life balance and providing structured operational support to new agents.

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Case Support Agent - SEASONAL

(Home Depot)

Mar 2025 - Jun 2025 (4 months)

As a Case Support Agent - SEASONAL, I effectively split my responsibilities between case quality review and frontline customer support, ensuring a seamless balance between QA-related tasks and direct customer assistance. I managed customer support cases to guarantee accurate follow-up and timely resolution while supporting internal case quality processes. During my shifts, I handled high-volume customer communication, managing 60–120 inbound calls and 60–80 customer emails daily, while maintaining audit scores between 90%–96% approval ratings based on internal customer service quality standards. Additionally, I contributed to improving customer–agent interaction processes by helping implement new SOP-based workflows. My role also involved t

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Logistics & Dispatch Coordinator

MSC

Feb 2024 - Mar 2025 (1 year 2 months)

Managed 60-80 daily logistics orders during the low season and up to 100-160 during peak season, processing orders through the AS/400 order management system. Coordinated dispatch routes, pickup schedules, and shipment execution to maintain efficient transportation workflows. Performed initial Track & Trace monitoring each shift, tracking 5-12 active trucks and maintaining constant communication with drivers to ensure on-time deliveries. Verified inventory availability with warehouse teams and branch offices to ensure accurate order fulfillment and load scheduling. Resolved order processing issues, customer inquiries, and vendor-related concerns through inbound/outbound calls, email, and ticket management systems. Maintained shipment penalt

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VIP Customer Support Analyst

STP

Jan 2023 - Feb 2024 (1 year 2 months)

Managed support for VIP clients, ensuring high-quality service and timely resolution of complex account and payment issues. Analyzed client accounts and transaction activity to identify inefficiencies and provide actionable insights. Collaborated in service payment negotiations, preparing detailed account summaries to support discussions and decision-making. Provided strategic recommendations to optimize service costs and prevent potential financial losses for clients. Coordinated client calendars and scheduled meetings between internal teams and VIP clients to review account performance and service agreements. Coordinated with internal teams to resolve operational issues and improve overall client experience.

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Logistics Operations & QA Specialist

TATA

May 2021 - Jan 2023 (1 year 9 months)

As a Logistics Operations & QA Specialist, I managed facility maintenance incidents across international retail locations, coordinating repairs for issues such as HVAC failures and malfunctioning automatic doors to minimize store downtime. I effectively coordinated vendors and technicians, negotiating service rates and dispatching support to resolve issues efficiently. My role involved monitoring incidents and providing real-time updates to stakeholders, ensuring compliance with operational standards and service agreements. Additionally, I collaborated with global operations and support teams to maintain business continuity across multiple retail locations. I utilized CRM tools alongside incident management systems to track facility mainten

Bilingual Agent - QA - Supervisor

GameStop

Jun 2018 - Apr 2021 (2 years 11 months)

Started as a Customer Service Agent, resolving app issues, processing refunds, and managing order replacements for customers. Advanced to Store Dedicated Hotline, supporting retail locations by troubleshooting POS systems and ensuring proper register funding. Promoted to Team Lead, Supervisor, and Quality Assurance, where I implemented new SOPs for customer interactions and refund processes, reducing shipping and refund-related costs by 15%.

Dora Miriam Diaz Luna

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