Stefania Maldonado
About
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Customer service, Quality Analyst, Accountant
Barranquilla, Atlantico, Colombia
Timeline
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Résumé
Jobs
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75% verified
Quality Analyst SpecialistttecApr 2024 - Current (1 year 3 months)- TQuality assurance Analyst verified_user Verified experienceTuro, TeleperformanceJul 2023 - Sep 2023 (3 months)- Analyze compliance with quality policies and procedures by monitoring agents. - Execute the coaching process using internal standards for feedback and coaching. - Execute number of observations and feedback required by agent according to customer request or internal standards. - Provide training and develop opportunities for agents through the use of effective interpersonal communication. - Develop reports in Excel to report on the main opportunities found. - Observe potential inappropriate behavior and provide real-time alerts followed by immediate actions taken (safety clause) - Report any suspicious or malicious behavior detected during monitoring - Deliver feedback to agents so the can improve their performance
- TBilingual Customer Service Representative verified_user Verified experienceTuro, TeleperformanceNov 2021 - Current (3 years 8 months)At first it was a challenge because the campaign I work for is car sharing company and I didn't know anything about that, however, that was not an impediment to continue. I am proud to say that I was able to face the challenge, despite not knowing anything about vehicles, I set out to investigate, study and practice. Thanks to this, today I carry out my operational tasks correctly and complying with the requirements, metrics and expectations requested by the client in the area of customer service and conflict resolution through emails. In addition to that, I consider myself a responsible and collaborative person, willing to help when the operation requires it. For this reason, apart from customer service, I also help in the Training departm
- Bilingual Customer Service Representative verified_user Verified experienceQuantica BPONov 2019 - Nov 2021 (2 years 1 month)Provided customer service via call channel to telecommunication companies such as Tracfone, Straighttalk, Telcel and Walmart Family Mobile. I went through 3 different departments in which I learned new things and skills: Technical service/Sales: - Help customers when they had problems using their mobile data, calls or text messages and accompany them in a troubleshooting to fix their services. - Assist customers to make purchases of devices offered by companies such as phones, simcards, hotspot, etc. Supervisor department: - Receive transferred calls from customers who were encountering specific issues or cases that required escalation and in-depth investigation. - Use my empathy skills to deal with upset customers and use the tools and
Education
verified_user
50% verified
- Contaduria Publica verified_user Verified experienceUniversidad del AtlánticoAug 2018 - Aug 2023 (5 years 1 month)
- English B2, Foreign language course.Universidad del AtlánticoJan 2018 - Dec 2020 (3 years)