Melani Angel
Customer-oriented professional with over 6 years of experience in Customer Service and 2 years as a Quality Analyst
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Sobre mí
Customer-oriented professional with over 6 years of experience in Customer Service and 2 years as a Quality Analyst, working in international, regulated, and high-demand environments.
Background in Translation and Interpretation, with strong skills in communication, document management, administrative support experience, a high level of attention to detail, and process analysis. Proven ability in documentation control and tracking, performance metrics evaluation, and supporting operational efficiency while maintaining high standards of compliance and safety.
Experiencia
Quality Analyst at Telus International - Atlassian (2024-06 – Present)
- Conduct quality evaluations of customer interactions according to established standards
- Analyze KPIs and prepare performance and quality reports
- Provide feedback, coaching, and improvement recommendations to agents
- Support process improvement initiatives and compliance requirements
Customer Service Agent at Telus International - Atlassian (2022-06 – 2024-06)
- Supervised team performance and service metrics
- Coordinated workload distribution and daily operations
- Developed operational projects and internal databases
- Maintained spreadsheets, reports, and dashboards
- Delivered coaching and performance feedback
Customer Service Supervisor at 24-7 Intouch (2021-01 – 2021-12)
- Supervised team performance and service metrics
- Coordinated workload distribution and daily operations
- Developed operational projects and internal databases
- Maintained spreadsheets, reports, and dashboards
- Delivered coaching and performance feedback
Customer Service Representative at 24-7 Intouch (2017-01 – 2021-12)
- Provided customer support via phone, chat, and email
- Resolved inquiries, complaints, and service issues
- Worked with multiple systems and internal tools
- Maintained high customer satisfaction in high-volume environments
Educación
Linguistics Sciences in Translation, Interpretation & International Correspondence – University of San Carlos of Guatemala (2017-01 – 2022-12)
Certificate in Human Resources Management and Technology – Galileo University (2023-01 – 2024-12)
High School Diploma in Computer Science – IMBPC (2015-01 – 2016-12)
