Laura Elena Higuera Alvarado
Durango, Dgo.
Summary
Experienced customer service representative addressing different type of issues. Skilled at managing goals and day-to-day organization. I was a Quality Analyst and Quality Assurance Manager in my previous job where I lasted for three years. I have great communication skills allowing me to adapt to each and every customer need. Build customer rapport is to me the most important thing since we have business thanks to them.
Overview
7
7
years of professional experience
Work History
Sr. QA
Advantage Communications México
01.2022 - 05.2023
- Conducted risk assessments to identify and mitigate potential quality issues.
- Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
- Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.
- Performed root cause analysis to identify and resolve quality issues and defects.
- Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
- Monitored staff organization and suggested improvements to daily functionality.
Quality Analyst
Advantage Communications México
07.2021 - 01.2022
- Analyzed quality and performance data to support operational decision-making.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Customer Service Agent
Advantage Communications México
06.2020 - 07.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
Customer Service Agent
Connempathy
04.2019 - 10.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Processed customer service orders promptly to increase customer satisfaction.
Customer Service Representative
Teleperformance
04.2016 - 03.2019
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Internal Empowerment Coaching - Choice Theory Connections
Loyola Marymount University
Los Angeles CA02.2015
High School Diploma -
Centro De Estudios Francisco Zarco
Durango Durango06.2001
Skills
- Social Perceptiveness
- Team Leadership
- Patience
- Dependable
- Customer Service Oriented
- 40 WPM Typing Speed
Timeline
Sr. QA
Advantage Communications México
01.2022 - 05.2023
Quality Analyst
Advantage Communications México
07.2021 - 01.2022
Customer Service Agent
Advantage Communications México
06.2020 - 07.2021
Customer Service Agent
Connempathy
04.2019 - 10.2019
Customer Service Representative
Teleperformance
04.2016 - 03.2019
Internal Empowerment Coaching - Choice Theory Connections
Loyola Marymount University
High School Diploma -
Centro De Estudios Francisco Zarco
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