David Rodriguez
Quality Assurance Analyst with experience in call monitoring, quality assurance, and customer service
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Sobre mí
Dynamic professional with experience in call monitoring, quality assurance, and customer service within call center environments. Proven ability to enhance team performance through KPI evaluation, structured feedback, and compliance monitoring. Skilled in resolving complex customer inquiries while maintaining high levels of accuracy and customer satisfaction.
Experiencia
Quality Assurance Analyst at Amov International Teleservice (2024-10 – 2026-01)
- Monitored 70+ calls weekly to ensure compliance with company standards and quality metrics
- Evaluated agent performance using KPIs and identified areas for improvement
- Provided structured feedback to agents to improve communication and service delivery
- Collaborated with supervisors to implement performance improvement strategies
Customer Finance Representative at Amov International Teleservice (2018-02 – 2020-04)
- Managed customer billing inquiries with accuracy and attention to detail
- Assisted customers with payment options and account understanding
- Processed account adjustments and resolved discrepancies efficiently
Customer Service Representative at Amov International Teleservice (2017-11 – 2018-02)
- Handled high-volume inbound calls and resolved customer concerns
- Maintained accurate records using CRM systems
- Delivered consistent customer satisfaction through effective communication
Educación
Some College in Systems Engineering – Universidad Autónoma de Santo Domingo (UASD)
