Open To Work
Berenice Rivera
San Pedro Sula,Honduras
Summary
Results-driven Customer Service and Quality Assurance Professional with a solid background in high-volume call center operations and sales support. Expertise in resolving customer inquiries and enhancing service processes to improve client experiences. Experienced in performance monitoring and data analysis, delivering insights that enhance team effectiveness and customer satisfaction.
Overview
7
7
years of professional experience
Work History
Administrative Assistant
Regis Ro
San Pedro Sula, Honduras
09.2023 - Current
- Organized and maintained accurate records and files for efficient access.
- Managed incoming correspondence and routed it to relevant personnel for timely responses.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Communicated with clients and vendors to ensure smooth operations.
- Provided information to customers regarding products and services, enhancing customer understanding.
- Supported onboarding processes for new employees and training sessions.
Quality Analyst
Zero Variance
San Pedro Sula, Honduras
09.2021 - 06.2023
- Collaborated with cross-functional teams to identify and resolve quality issues, enhancing overall product quality.
- Implemented quality control procedures to enhance product consistency.
- Trained staff on quality assurance protocols and best practices, strengthening team adherence to quality standards.
- Monitored calls to evaluate agent performance and identify areas for improvement, contributing to enhanced service quality.
- Collected data on agent interactions to assess performance levels.
- Maintain working knowledge of quality standards.
Customer Services Agent
Superior Sales Services
San Pedro Sula, Honduras
06.2020 - 03.2021
- Resolved customer complaints with effective solutions, improving retention.
- Resolved customer complaints quickly and efficiently.
- Assisted customers with inquiries and product information efficiently.
- Delivered accurate information to resolve customer doubts, enhancing satisfaction.
- Managed daily workflow to meet department service level expectations.
- Documented customer interactions in CRM system, ensuring data integrity and accessibility.
Customer Services Agent
CONCENTRIX
San Pedro Sula, Honduras
07.2019 - 09.2019
- Resolved customer complaints with effective solutions, enhancing customer experience.
- Provided technical assistance to customers via phone, ensuring prompt issue resolution.
- Assisted customers with inquiries and product information efficiently.
- Provided product information to customers in a timely manner.
- Conducted follow-ups to confirm customer satisfaction and maintain service quality.
- Collaborated with team members to improve customer service processes.
Education
Bachelor of Science and Humanities -
Shaday Bilingual School
San Pedro Sula, Cortes11-2017
Some College (No Degree) - Law
Centro Universitario Tecnológico (CEUTEC)
San Pedro Sula, Cortes03-2026
Skills
- Administrative support
- Document management
- Record management
- Data entry
- Process improvement
- Customer service
Personal Information
Nationality: Honduran
Hobbies and Interests
Ongoing self-development through online learning and skill enhancement
Music composition and guitar performance
Video gaming
Languages
- English
- Spanish
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteRemoteSalary Range
L74000/yr - L200000/yrTimeline
Administrative Assistant
Regis Ro
09.2023 - Current
Quality Analyst
Zero Variance
09.2021 - 06.2023
Customer Services Agent
Superior Sales Services
06.2020 - 03.2021
Customer Services Agent
CONCENTRIX
07.2019 - 09.2019
Bachelor of Science and Humanities -
Shaday Bilingual School
Some College (No Degree) - Law
Centro Universitario Tecnológico (CEUTEC)