Christiam David Peña Orellana
El Progreso
Summary
Dynamic Quality Assurance Analyst with over 4 years of experience in the fields of customer service, process improvement, and team coordination. Proven track record in enhancing customer experience through meticulous attention to detail and effective communication. Spearheaded cross-functional collaboration to refine procedures, optimize workflows, and boost team performance. Highly skilled in leveraging tech solutions to streamline operations, with a strong focus on continuous learning, problem-solving, and adaptability. Adept at identifying inefficiencies and driving process improvements to enhance overall service delivery and operational efficiency.
Overview
4
4
years of professional experience
Work History
Quality Assurance Analyst
Telus International
11.2021 - 11.2024
- Evaluate and assess sales calls to ensure adherence to company guidelines, identifying areas for improvement, and providing detailed feedback to optimize performance.
- Lead and coordinate simulation call sessions for new hires across the Philippines, New Delhi, and Canada, evaluating their preparedness and readiness for the role.
- Document insights from simulation and calibration calls, offering actionable feedback to enhance sales techniques and team performance.
- Organize and conduct calibration calls with cross-functional teams to review calls, identify improvement opportunities, and refine training and evaluation processes
Quality Assurance Analyst
AIG Insurance
04.2023 - 10.2024
- Addressed customer inquiries regarding supplemental accident policies and claims.
- Processed refund requests and claims, ensuring accuracy and timely resolution.
- Collaborated with internal teams to resolve issues and improve service delivery.
- Provided feedback to management to enhance customer experience and streamline processes.
Customer Service Representative
Zero Variance
09.2020 - 10.2021
- Responded to customer inquiries regarding mobile plans, account details, and technical issues.
- Provided accurate information on refund policies and processed refund requests.
- Explained benefits and promotions to enhance customer satisfaction and loyalty.
- Maintained detailed records of customer interactions and ensured timely follow-ups.
- Collaborated with internal teams to resolve escalated issues efficiently.
- Delivered excellent service to meet customer satisfaction goals.
Education
Bachelor of Computer Information Systems - Informatics
Universidad Nacional Autonoma De Honduras (UNAH)
San Pedro Sula, Honduras11-2026
High School Diploma -
Instituto Departamental El Progreso Yoro
El Progreso, Honduras12-2017
Skills
- Scheduling and Time Management
- Accurate Note-Taking
- Effective Communication
- Problem Solving
- Process Improvement
- Attention to Detail
- Tech Savvy
- Collaboration and Team Coordination
- Adaptability and Flexibility
- Continuous Learning and Improvement
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Quality Assurance Analyst
AIG Insurance
04.2023 - 10.2024
Quality Assurance Analyst
Telus International
11.2021 - 11.2024
Customer Service Representative
Zero Variance
09.2020 - 10.2021
Bachelor of Computer Information Systems - Informatics
Universidad Nacional Autonoma De Honduras (UNAH)
High School Diploma -
Instituto Departamental El Progreso Yoro
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