Petra Liliana Hernandez
Quality AnalystEnglish Costumne Servicie Agent
Mexico
Summary
Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Dedicated to analyzing and resolving defects. Experienced Quality Control Analyst with demonstrated track record of improving products and procedures by leveraging hands-on inspections, testing methods and data analysis. Disciplined professional with systematic approach KPI´S and NPS results.
As a Customer Financial Services Representative Ffrom PayPal successful at building strong and lasting customer relationships by assessing client needs and addressing financial concerns. Professionally supported clients with empathy , educating and providing solutions to their issues . Strong organization, time management and communication skills.
Overview
22
22
years of professional experience
7
7
years of post-secondary education
Work History
Quality Analyst /Special Agent
PayPal7Teleperformance
Mexico
03.2020 - 06.2022
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Inspected finished goods to verify conformance with customer specifications and company quality standards.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Participated in departmental meetings to establish short- and long-term strategy.
- Administered Internal quality audits and assessed results to inform corrective action measures.
Road Side Assistance Agent
Zipcar PayPal
Mexico
08.2019 - 03.2020
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Received and processed stock into inventory management system.
- Improved operations through consistent hard work and dedication.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Developed and maintained courteous and effective working relationships.
- Delivered services to customer locations within specific timeframes.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Increased customer satisfaction by resolving issues.
- Worked with customers to understand needs and provide excellent service.
English Teacher
Colegio Ingles Michael Faraday
Mexico
08.2014 - 08.2019
- To teach English as a second language
- Prepare classes improvements which resulted in savings and improved profit margins.
- Exceeded goals through effective task prioritization and great work ethic.With my students and coo-workesrs
- Used coordination and planning skills to achieve results according to schedule.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
English Teacher
Clogeio Las Aguilas/Simon Bolivar
Mexico
09.2009 - 09.2013
- Worked with administrators on behavioral issues to support needs of students.
- Attended department meetings to develop and update course curricula.
- Kept classroom organized, clean and safe for students and visitors.
- Explored and implemented innovative use of technology in language education.
- Planned dynamic lessons to increase student comprehension of books and literary concepts.
Cashier and Order Taker
Great Neck Dinner
New York
01.1998 - 01.2001
- Helped customers complete purchases, locate items and join reward programs.
- Answered questions about store policies and addressed customer concerns.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
PHone Operator and Receptionist
Marriot / Westing Galeria Plaza
Mexico
04.1991 - 08.1998
- Pleasantly greeted all callers and asked how to be of assistance.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Operated switchboard and routed incoming calls to appropriate departments.
- Provided relay service for hearing-impaired users.
- Connected callers with appropriate professional, department or business.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
Education
High School Diploma -
BYU From Idaho
UTHA 01.2016 - 02.2017
Teacher S Diploma - Education
English Teacher
Harmon Hall 02.2002 - 02.2003
Management of Tourism Enterprises - Tourism
COSUTH
Mexico 09.1990 - 01.1992
High School Diploma -
Colegio De Bachilleres
Mexico 02.1987 - 09.1990
Skills
Production quality monitoring
undefinedTimeline
Quality Analyst /Special Agent
PayPal7Teleperformance
03.2020 - 06.2022
Road Side Assistance Agent
Zipcar PayPal
08.2019 - 03.2020
High School Diploma -
BYU From Idaho
01.2016 - 02.2017
English Teacher
Colegio Ingles Michael Faraday
08.2014 - 08.2019
English Teacher
Clogeio Las Aguilas/Simon Bolivar
09.2009 - 09.2013
Teacher S Diploma - Education
English Teacher
02.2002 - 02.2003
Cashier and Order Taker
Great Neck Dinner
01.1998 - 01.2001
PHone Operator and Receptionist
Marriot / Westing Galeria Plaza
04.1991 - 08.1998
Management of Tourism Enterprises - Tourism
COSUTH
09.1990 - 01.1992
High School Diploma -
Colegio De Bachilleres
02.1987 - 09.1990
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