Zulema De La Rosa De La Rosa
Tijuana
Summary
Quality-focused professional with robust history in call center environments, specializing in quality assurance and process optimization. Strong collaborator with track record of adapting to evolving operational needs and maintaining team cohesion while achieving key performance targets. Utilizes strong analytical skills to identify trends and areas for improvement, ensuring consistent service quality. Knowledge of fostering culture of continuous improvement and driving operational excellence.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
TaskUs
12.2023 - 07.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
QA Analyst
GGA Solutions
08.2020 - 09.2023
- Contributed to the establishment of performance benchmarks, tracking QA metrics over multiple development cycles.
- Analyzed quality metrics and provided insights for process improvements.
- Participated in calibration sessions to ensure consistency in quality evaluations.
- Collaborated with training team to develop and implement quality improvement initiatives.
- Monitored and evaluated call interactions to ensure quality and adherence.
Appointment Coordinator
High Power
03.2017 - 08.2020
- Collaborated with team members to improve overall productivity and communication within the office.
- Streamlined appointment cancellations and rescheduling, minimizing disruptions to daily operations.
- Maintained up-to-date records of client information, ensuring accurate scheduling and contact details.
- Maintained strict confidentiality when handling sensitive client information during the scheduling process.
Education
High School Diploma -
Cobach Nueva Tijuana
Tijuana, Baja California, Mexico07-2010
Skills
- Critical thinking
- Problem resolution
- Computer proficiency
- Coaching and mentoring
- Call center operations
- Product knowledge
- Documentation
- Quality control
- Attention to detail
- Analytical thinking
- Process monitoring and improvement
- Documentation and reporting
Timeline
Customer Service Representative
TaskUs
12.2023 - 07.2024
QA Analyst
GGA Solutions
08.2020 - 09.2023
Appointment Coordinator
High Power
03.2017 - 08.2020
High School Diploma -
Cobach Nueva Tijuana
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