Irene Guadalupe Meza Camargo
Guadalupe, Nuevo León
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure a job entry-level position. Ready to help team achieve company goals. Seeking to maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
Work History
SENIOR CUSTOMER SERVICE REPRESENTATIVE
DME Service Solutions
San Pedro, Nuevo León, Mexico
06.2023 - Current
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints for diabetic patients.
- Streamlined customer service processes for increased efficiency and improved response times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts encountered thru patients insurances and medical providers.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Tracked customer service cases/ orders and updated service software with customer information.
QUALITY ANALYST SUPERVISOR
Xtendops
Monterrey, Nuevo León, Mexico
08.2022 - 05.2023
- Investigated variances, performed root-cause analysis and documented corrective actions to resolve complications
- Established metrics, applied industry best practices and developed new tools and processes
- Supported development of materials, aids and curriculum to direct staff in personal procedures and operations.
- Created requirements for milestones and monitored completion of tasks for QA team while conducting routine inspections to check quality and compliance with established specifications.
- Evaluated interactions between associates and customers to assess personnel performance
- Performed internal audits to maintain operating procedure and regulatory standards compliance.
- Established new and improved QA processes by developing test processes, test cases and assigning and executing tests
- Monitored workflow to improve employee time management and increase productivity by creating successful work schedules for each team member to maintain deadlines and fully staff and productive shifts.
- Coached and motivated 10-person QA team to develop competencies and personal growth.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
QUALITY ANALYST
Xtendops
10.2021 - 08.2022
- POC: Guide QA coworkers, by establishing a coaching structure, well written and detailed weekly reporting along with Weekly Business Review, following up on attendance and completed day to week tasks
- Exhibit a professional demeanor, excellent communication, and interpersonal skills.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Created and revised procedures, checklists and job aids to reduce errors.
- Documented testing procedures for developers and future testing use.
- Evaluated vendor performance by conducting regular audits, and coaching sessions ensuring adherence to established quality standards and requirements.
CUSTOMER SERVICE/RETENTION
Xtendops
Monterrey, Nuevo León, Mexico
03.2021 - 10.2021
- Boosted company reputation by consistently delivering exceptional customer service experiences.
- Negotiated mutually beneficial solutions for both the company and its clients when handling cancellations or refunds requests.
- Participated in ongoing professional development and training sessions to stay current on industry trends and best practices for customer retention strategies.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed timely and effective replacement of damaged or missing products.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
CUSTOMER SERVICE/MEDICAL INTERPRETER
Human Quality
Durango, Mexico
06.2019 - 03.2021
- Play role of conduit to help transmit an interpreted message maintaining message content, tone, and emotion as closely as possible between two parties. ( English and Spanish )
- Improved patient satisfaction with medical care by facilitating effective communication between healthcare providers and diverse populations.
- Maintained strict confidentiality, adhering to HIPAA guidelines while handling sensitive medical information during the interpretation process.
- Manage inbound and outbound interpretation calls from different companies such as insurance, utilities, governmental offices, roadside assistance, internet, banking, hospital visits, hospice ect.
SUPERVISOR
Teleperformance Durango
Durango, Mexico
03.2017 - 04.2019
- Assisting and develop processes and procedures working with manager or cross-functionally with other supervisors to improve efficiency across Fulfillment site
- Directly responsible for the supervision of assigned CSR's including workload planning and management, coaching, development and performance management
- Evaluating team performance, create and deliver performance reviews and developmental plans for team members
- Review departmental performance against key performance indicators and metrics and develop and execute strategies for improvement
- Observing, coaching and improving employee performance by establishing and communicating clear performance expectations and standards of performance.
CUSTOMER SERVICE / QUALITY ANALYST
TELEPERFORMANCE DURANGO
Durango, Mexico
02.2014 - 03.2017
- Coaching, mentoring and training the team to achieve a well in line Company qualified interaction
- Ensuring that performance and quality products conform to established company and regulatory standards
- During in-process review, ensures that SOPs are current and effective and that staff performs routine tasks according to SOP through direct observation
- Reviewing, analyzing, and reporting on quality discrepancies related to assembly, process, mechanical, electrical and electro-mechanical systems
- Conducting Quality Assessments of agent/customer interactions to Standards set by company's Quality Monitoring Process
- Conducting quality assessments of agent/customer interactions based on Quality Standards and calibration sessions.
Education
High School Diploma -
Colegio De Bachilleres Del Estado De Durango
Nazas, Durango, Mexico07.2014
Skills
- Escalation Management
- Documentation Review
- Conflict Management
- Account Management
- Complaint Resolution
- Effective Communication
- Interpersonal Skills
- Payment Processing
- Customer Support
- Time Management
- Multitasking
- Attention to Detail
Timeline
SENIOR CUSTOMER SERVICE REPRESENTATIVE
DME Service Solutions
06.2023 - Current
QUALITY ANALYST SUPERVISOR
Xtendops
08.2022 - 05.2023
QUALITY ANALYST
Xtendops
10.2021 - 08.2022
CUSTOMER SERVICE/RETENTION
Xtendops
03.2021 - 10.2021
CUSTOMER SERVICE/MEDICAL INTERPRETER
Human Quality
06.2019 - 03.2021
SUPERVISOR
Teleperformance Durango
03.2017 - 04.2019
CUSTOMER SERVICE / QUALITY ANALYST
TELEPERFORMANCE DURANGO
02.2014 - 03.2017
High School Diploma -
Colegio De Bachilleres Del Estado De Durango