mateo ortiz QA Analyst | Operations Analyst | Data Analysis and Reporting

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QA Analyst

OneTouch Direct

Nov 2024 - Current (1 year 8 months)

- Promoted from Customer Care Representative to Specialty Agent and later to QA Analyst, demonstrating consistent growth and increased responsibility. - Built and implemented the QA framework, including scorecards and performance tracking, to establish robust quality standards. - Developed Excel and Power BI dashboards to monitor quality and agent performance, enabling data-driven insights and strategic decision-making. - Evaluated interactions, identified trends, and provided feedback to improve service quality, fostering a culture of continuous improvement. - Collaborated with operations to optimize processes and reduce inefficiencies, leveraging a strong understanding of workflow organization and process enhancement. - Utilized virtual a
Customer Service Specialist

Lean Solutions Group

Oct 2022 - Oct 2024 (2 years 1 month)

- Managed escalation cases and high-priority customer issues, ensuring efficient resolution. - Performed back-office operations, maintaining data accuracy and process compliance. - Supported team performance through guidance and continuous process improvement initiatives.
Customer Service Representative

Atlantic Quantum Innovations

Nov 2021 - Oct 2022 (1 year)

Assisted customers with inquiries, scheduling, and claims via calls and email. Maintained accurate records and supported back-office operations to ensure data accuracy. Resolved complex cases, contributing to improved customer satisfaction and service efficiency.

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