Ashley Reyes
Bachelor Degree In International Relations
Puebla
Summary
Proven leader at Scale AI with a track record of fostering team collaboration and driving quality assurance improvements. Expert in defect tracking and auditing techniques, coupled with exceptional communication skills and adaptability. Achieved significant increases in customer satisfaction through effective problem-solving and meticulous attention to detail.
Overview
8
8
years of professional experience
Work History
Receptionist Administrator
Baika Studio
05.2022 - Current
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Handled complaints and questions.
- Contributed to a positive work environment through excellent interpersonal skills and genuine care for colleagues'' needs or concerns.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Boosted company image by providing friendly, professional, and timely assistance to all visitors, clients, and vendors.
- Completed bi-weekly payroll for 15 employees.
- Updated office policies and procedures manual, ensuring compliance and up-to-date guidelines.
Quality Assurance Analyst
Scale
02.2021 - 08.2025
- Mentored and coached team members on QA topics and strategies.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Developed and maintained comprehensive documentation, including test cases, results, and improvement recommendations for team members
Bilingual Customer Service Representative
Teleperformance
01.2018 - 08.2020
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
- Executed sales to increase revenue for company
Education
Bachelor Degree in International Relations -
Universidad De Las Americas Puebla
Puebla City, Puebla 05.2001 -
Skills
Office equipment maintenance
Guest relations
Reception management
Quality assurance controls
Quality processes
Issue resolution
Mentoring and training
Sales closing
Product and service knowledge
Timeline
Receptionist Administrator
Baika Studio
05.2022 - Current
Quality Assurance Analyst
Scale
02.2021 - 08.2025
Bilingual Customer Service Representative
Teleperformance
01.2018 - 08.2020
Bachelor Degree in International Relations -
Universidad De Las Americas Puebla
05.2001 -
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