Hanzel Eduardo Orozco Torres

Hanzel Eduardo Orozco Torres  new_releases

About

Detail

Quality Assurance Analyst
Costa Rica
Contact Hanzel regarding: 
Flexible work
Starting at USD9/hour

Timeline

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Job
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Education

Résumé

Jobs verified_user 0% verified
  • Foundever
    Quality Assurance Analyst II
    Foundever
    Jun 2022 - Current (4 years)
    - Monitor and evaluate customer service interactions through real-time and post-call monitoring, and provide feedback and coaching to improve skills and performance. - Collaborate with customer service managers to identify and address cross-functional issues. - Monitor and evaluate customer service interactions through real-time and post-call monitoring, and provide feedback and coaching to improve skills and performance. - Analyze customer service metrics, such as customer satisfaction scores and first contact resolution rates, to identify areas for improvement and create strategies to increase performance. - Develop and implement quality assurance processes and procedures to ensure consistent, high quality customer service. - Collaborate
  • T
    Technical Support Representative
    May 2018 - Mar 2019 (11 months)
    》SaaS - Automotive Industry Company.* •IDMS Technical Support Engineer I. •Front End Support. •Ticket Management. •VIP Enterprise Support. 》VoIP Services Company.* •Technical Support Tier 1 and 2 for the magicJack device. •Technical Support Tier 1 for mobile app (iOS/Android) and computer's app (Windows/Mac). •Ticket Management. •Billing Specialist. •Fraud Analyst. •VIP Customer Support. •Product SME. *Positions Outsourced.
  • Q
    Quality Assurance Analyst and Trainer public Remote experience
    May 2018 - Jun 2022 (4 years 2 months)
    - Creation of the Customer Service Quality Assurance Team for the Project. - Responsible for assessing the quality of the performance of the Technical Support Engineers who deal with existing and potential customers. •Responsible for assessing the quality of the performance of the Technical Support Engineers who deal with existing and potential customers. •Responsible for monitoring inbound and outbound chats and email responses to assess associate's demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. •Assisting in developing, creating and implementing project's quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to e
  • T
    Technical Support Representative
    Jun 2017 - May 2018 (1 year)
    》Telecom Company •Cable TV, Internet, Phone (VoIP) •DVR/Wireless Receiver, Phone, Modems/Routers Technical Support. •Network Security and Parental Control. •Modem/Router Interface Support. •Routing Issues Troubleshooting. 》Ecommerce - Retail Company •Online Shopping Support. •Website Assistance. •Inventory Management. •Order Generator. •Shipping/Returns/Refunds Specialist. •Fraud Analyst. *Positions Outsourced.
Education verified_user 0% verified
  • T
    Technical Degree in Customer Service
    Feb 2016 - Jul 2017 (1 year 6 months)