Mayra Elena Ramos Hdz
Monterrey
Summary
Communicative, friendly person and capable of adapting to each situation. I am looking for a job opportunity in which to demonstrate my commitment and ability to work. In my previous jobs I have always stood out for my good productivity and my ability to learn quickly.
Overview
9
9
years of professional experience
Work History
Senior Quality Analyst
Sutherland
10.2021 - Current
- Analyzed defect trends to identify recurring issues, proactively addressing underlying causes before they impacted end-users or production timelines.
- Reduced production errors by training team members on best practices in quality control and continuous improvement techniques.
- Managed Quality Analyst team effectively, setting clear expectations and providing guidance on achieving desired outcomes related to product performance metrics.
- Leveraged strong analytical skills in monitoring performance statistics against established benchmarks, identifying opportunities for targeted improvements in specific areas.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Quality Analyst
AND Agency
01.2019 - 10.2021
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation.
Agent Representative
Conduent
07.2018 - 01.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Earned recognition as a top agent representative for consistently meeting or surpassing key performance indicators.
- Developed a strong understanding of various product offerings, enabling informed recommendations to clients.
- Resolved customer complaints effectively, ensuring continued loyalty and repeat business.
Customer Care Agent
Teleperformance
03.2015 - 06.2018
- During my time in Teleperformance I was able to be in the Quality team for about 2 year´s and one year in the customer care dept.
- Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
- Built rapport with clients, resulting in increased customer loyalty and position.
Education
High School Diploma -
Preparatoria #4
Linares, Mexico01.2012
Skills
- Strong Communication Skills
- Workflow documentation
- Quality Assurance Strategies
- Quality processes
- Quality Improvement
- Training material development
- Technical Troubleshooting
- Corrective Actions
Marital Status
Single
Birthdate
09/26/1994
Personal Information
Nationality: Mexicana
Languages
English
Upper intermediate (B2)
Timeline
Senior Quality Analyst
Sutherland
10.2021 - Current
Quality Analyst
AND Agency
01.2019 - 10.2021
Agent Representative
Conduent
07.2018 - 01.2019
Customer Care Agent
Teleperformance
03.2015 - 06.2018
High School Diploma -
Preparatoria #4
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