Josuara Ferrera
Villanueva
Overview
4
4
years of professional experience
Work History
Customer Service, Moderation and Quality Analyst Interim
PartnerHero
04.2022 - Current
- Provided prompt and effective assistance to students via email and phone, ensuring a seamless customer experience.
- Facilitated the purchase of online courses for students, including discount application, course addition, payment processing, and refund management.
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
Telephone Agent
KM2
07.2021 - 04.2022
- Retained customers through empathetic listening and understanding of their concerns, offering appropriate resolutions.
- Streamlined communication between departments by effectively routing calls to the appropriate parties when necessary.
Telephone Agent
Concentrix
04.2021 - 06.2021
- Phone agent in technical support, providing assistance to customers with technical problems, product billing and sales.
- Providing the best quality assistance possible to give them a good experience at the time it was solved or helped.
Education
Technical Degree of Human Resources -
Technological University of Honduras
San Pedro SulaSkills
- Human resources familiarity
- Microsoft 365
- Data entry
- Workflow and task coordination
- Training material preparation
- Decision-making
- Time management and multitasking
- Creating and keeping good professional relationships
- Attention to detail
- Google Documents
Manageprograms
- Microsoft Word
- Microsoft Excel
- Microsoft Power Point
- Asana
- Zendesk
- Zoom
- Front
- Tableau
- Jira
- Notion
- Google Documents
- Operator
- Slack
Workreferences
If requested.
Personal Information
- Identification Number: 0511-2003-00243
- Place of Birth: San Pedro Sula
- Date of Birth: 12/22/02
- Nationality: Honduran
- Marital Status: Single
Timeline
Customer Service, Moderation and Quality Analyst Interim
PartnerHero
04.2022 - Current
Telephone Agent
KM2
07.2021 - 04.2022
Telephone Agent
Concentrix
04.2021 - 06.2021
Technical Degree of Human Resources -
Technological University of Honduras