Hi, I’m
CORINA GONZÁLEZ
Journalist / Quality Assurance Lead /Trainer
Pachuca, Hidalgo
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Hardworking and passionate job seeker with strong organizational skills. Ready to help team achieve company goals.
Overview
3
years of professional experience
6
years of post-secondary education
Work History
Celebrity Cruises
Reservations Resolutions Specialist
03.2024 - Current
Job overview
- Collaborated with cross-functional teams to achieve project goals on time and within Company's policies.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Maintained detailed knowledge of company products
and services to provide accurate information
to clients. - Proactively communicated potential product or service
issues identified during interactions with clients,
contributing valuable insights for continuous improvement.
Celebrity Cruises
Groups Service Advocate
12.2021 - 03.2024
Job overview
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues during call interactions and at the Mexico's market inbox.
- Assisted and trained new employees, sharing best practices for achieving success as a Service Advocate.
- Greeted each customer and solved all issues and complaints via face-to-face, through email or on phone.
- Handled escalations professionally, demonstrating composure under pressure while finding satisfactory solutions for both parties involved.
- Reduced average call duration by implementing time-saving techniques without compromising on service quality.
- Participated in ongoing professional development opportunities to stay updated on industry trends and best practices for service advocacy roles.
- Supported team members, fostering a collaborative and productive work environment.
- Managed high call volumes while maintaining quality service standards and positive customer interactions.
Celebrity Cruises
Customer Service Advocate
11.2021 - 12.2021
Job overview
- Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
- Attended regular training sessions to ensure consistent service delivery .
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
Freelance
Customer Service Quality Analyst
1 2012 - 03.2023
Job overview
- Customer Service Quality Assurance Manager in charge of national & international sites
- Developed training materials to enhance staff proficiency and
productivity. - Proactively communicated potential product or service
issues identified during interactions with clients,
contributing valuable insights for continuous improvement. - .Developed trends in customer feedback to identify
areas for improvement within the dept or company-wide
initiatives. - Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
Samsung Electronics
Quality Assurance Manager
1 2011 - 1 2012
Job overview
- Customer Service Quality Assurance Manager covering México & Dominican Republic
- Survey Call Project Leader.
- Contact Center's personnel evaluation & training to ensure consistent
service delivery across the team. - Team Work & coordination with Samsung USA Customer Service Quality Lead, analyzed customer's issues and complaints and
initiate corrective actions. - Calibrations with US and Dominican Republic QA team to identify
areas for improvement. - Responsible for Team Leaders, in charge of training and follow up.
Education
UNIVERSIDAD NACIONAL AUTÓNOMA DE MEXICO UNAMMexico City
Bachelor in Communications & Journalism from Media communications specialty
01.2000 - 05.2003
Universidad Nacional Autonoma De MexicoMexico City, Mexico
High School Diploma
02.2000 - 01.2003
University Overview
- Locution & Radio course.
- Professional photography course.
- Advanced english course.
- Financials specialist at web portal ESMAS.COM, 2003 to 2004.
- Production assistant at Canal Once, 2002 to 2003.
Skills
Quality Assurance standards, policies and procedures
Customer Service for national and international campaigns
Broad experience in Personnel supervision and training
Mystery Shopper Program Development, Implementation and monitoring
Personnel supervision & evaluation
Friendly, Positive Attitude
Computer Skills
Problem-Solving
Computingskills
Good Computing skills
Description
CORINA GONZÁLEZ MALDONADO CUSTOMER SERVICE QUALITY ASSURANCE
Availability
Full time availability
Languages
Fluid english
Bilingual or Proficient (C2)
Software
Office, Sabre, Avaya, Photo shop
Timeline
Reservations Resolutions Specialist
Celebrity Cruises
03.2024 - Current
Groups Service Advocate
Celebrity Cruises
12.2021 - 03.2024
Customer Service Advocate
Celebrity Cruises
11.2021 - 12.2021
Universidad Nacional Autonoma De Mexico
High School Diploma
02.2000 - 01.2003
UNIVERSIDAD NACIONAL AUTÓNOMA DE MEXICO UNAM
Bachelor in Communications & Journalism from Media communications specialty
01.2000 - 05.2003
Customer Service Quality Analyst
Freelance
1 2012 - 03.2023
Quality Assurance Manager
Samsung Electronics
1 2011 - 1 2012