Luis Adrian Prieto Rosado
Interpreter
Merida,Yucatan
Summary
Driven by a results-focused approach, honed my documentation and active listening skills at OneLink BPO, enhancing QA processes ,and customer and agents satisfaction. My adaptability and keen attention to detail led to streamlined operations and training improvements, showcasing a commitment to excellence and a positive team impact.
Overview
4
4
years of professional experience
1
1
Certification
2
2
Languages
Work History
Cash App Quality Assurance Agent
OneLink BPO
02.2022 - 08.2023
- Streamlined QA processes for increased efficiency, resulting in reduced errors and faster case evaluations.
- Evaluated randomly selected chat logs, ensuring the customer support agent was keeping up with company procedures and policies; as well as providing an easy and satisfactory experience for our customers.
- Kept up to date with new company procedures, policies, and new updates to existing procedures.
- Participated in group sessions where evaluating methods were discussed; guaranteeing all QA agents shared a similar mindset.
- Proposed changes to our procedures and product, to streamlined chat agents' tasks and provide a better experience for both agents and customers; resulting in higher quality chats and evaluations.
- Created training material for new and existing procedures; that seasoned and junior agents found difficult.
- Gave training sessions to newly hired agents, providing them with useful tools, tips and what they may expect in this line of work.
- Collaborated with team supervisor to ensure the wellness of their team and answered any questions they may had regarding the Quality department.
- Created audiovisual aids and spreadsheets that illustrated whole account, team and individual performance, and emphasizing areas of opportunity.
- Improved grade average of teams working directly with me by 10%.
Cash App Virtual Chat Support Agent
OneLink BPO
11.2021 - 02.2022
- Informed clients of policies and procedures.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Resolved chatter issues quickly and thoroughly.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Maintained a near perfect score in my weekly Quality Assurance evaluations.
Call Center Agent
YASC
10.2019 - 05.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Answered calls for "Medical Bureau" in Pennsylvania, US; for Doctor Offices, Hospices, Pharmacies and Hospitals.
- Documented customer and patient information and forwarded it to the proper channels for the best resolution; while adhering to the company's P.I. policy.
- Documented patients' symptoms and paged the on-call Doctor when required.
- Assisted non-english speakers communicate with their Doctor.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
Education
Diploma - Mechanical Engineering Technology
Northern Alberta Institute of Technology
Edmonton, Alberta 05.2001 -
High School Diploma -
Cowichan Secondary School
Duncan, British Columbia, Canada 05.2001 -
High School Diploma -
Centro Educativo De Las Américas
Mérida, Yucatán, Mexico 05.2001 -
Skills
Documentation skills
Teamwork and Positive Attitude
Multitasking
Time Management
Adaptability
Coaching and Training
Self Motivation
Excellent verbal and written communication skills
Attention to details
Process understanding
Active Listening
Documentation skills
Certification
IELTS Certificate: Band score 8.0. Speaking 8.0, Listening 9.0, Reading 8.5. Writing 6.5 (2017-2019)
Board Games, Trading Card games, Videogames, Jogging, Frisbee.
I enjoy jogging in the mornings to help keep a healthy body. My favorite boardgames are Monopoly and Quarks of Quedlinburg. Recently I've picked up the Disney Lorcana TCG, and have been enjoying it a lot. Although the occasions are rare, especially due to hot weather; I am fond of playing Frisbee with my friends or family while on parks or at the beach.
Timeline
Cash App Quality Assurance Agent
OneLink BPO
02.2022 - 08.2023
Cash App Virtual Chat Support Agent
OneLink BPO
11.2021 - 02.2022
Call Center Agent
YASC
10.2019 - 05.2020
Diploma - Mechanical Engineering Technology
Northern Alberta Institute of Technology
05.2001 -
High School Diploma -
Cowichan Secondary School
05.2001 -
High School Diploma -
Centro Educativo De Las Américas
05.2001 -
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