Claudia Flores
San Pedro Sula
Summary
Dynamic Quality Analyst with a proven track record at TELUS for enhancing QA processes and team productivity. Excelled in customer service roles at Lululemon and Amazon, demonstrating exceptional active listening and problem-solving skills. Achieved significant quality improvements and customer satisfaction, leveraging data analysis and a collaborative approach to exceed performance metrics.
Overview
4
4
years of professional experience
Work History
Quality Analyst
TELUS
05.2022 - Current
- Analyzed QA processes, pinpointing areas for improvement and boosting team productivity.
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Customer Service Representative
Lululemon
08.2021 - 04.2022
- Provided excellent customer service, addressing guest concerns promptly and professionally.
- Delivered exceptional customer service, addressing concerns with empathy and professionalism.
- Strengthened client relationships, provided exceptional customer service and follow-up.
- Managed high call volume while maintaining exemplary customer service standards.
Customer Service Representative
Amazon
01.2021 - 07.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Psychology
Universidad Tecnológica Centroamericana
San Pedro Sula, Cortés01-2029
Skills
- Audit processes
- Data analysis
- Report creation
- Equipment calibration
- Active listening
- Customer service
- Critical thinking
- Problem resolution
- Order processing
- Call center experience
- Problem-solving
- Quality processes
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
French
Elementary
Timeline
Quality Analyst
TELUS
05.2022 - Current
Customer Service Representative
Lululemon
08.2021 - 04.2022
Customer Service Representative
Amazon
01.2021 - 07.2021
Psychology
Universidad Tecnológica Centroamericana
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