Liliam Avilez
Tegucigalpa
Summary
Dynamic professional specializing in customer service, sales, collections, and IT systems, with a strong emphasis on interpersonal relations and effective communication with internal and external stakeholders. Recognized for rapid adaptability, proactive problem-solving skills, and meticulous attention to detail. Quality assurance expertise includes extensive experience in ensuring product quality and compliance with industry standards, complemented by robust analytical abilities and a methodical approach to issue resolution. Proven track record of collaborating with cross-functional teams to drive optimal results while navigating evolving project demands, along with a solid foundation in software testing, process improvement, and risk management.
Overview
8
8
years of professional experience
Work History
Senior Quality Advocate
Xfinity Mobile, Startek
08.2019 - 08.2025
- Trained new staff on company policies and customer service best practices.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Led cross-functional teams to enhance quality assurance processes and improve product reliability.
- Developed and executed comprehensive test plans, ensuring compliance with industry standards.
- Conducted root cause analysis on defects, implementing corrective actions to prevent recurrence.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Managed time efficiently in order to complete all tasks within deadlines.
- Self-motivated, with a strong sense of personal responsibility.
Customer Service Representative
Startek
03.2017 - 08.2019
- Enhanced customer satisfaction through effective communication and issue resolution.
- Delivered exceptional service, fostering positive experiences and customer loyalty.
- Responded promptly to inquiries, ensuring efficient and dynamic customer interactions.
- Managed customer support via phone, email, and chat channels effectively.
- Resolved escalated issues swiftly while maintaining strong customer relationships.
Education
Bootcamp Full-Stack Jr. Developer -
Kodigo
El Salvador12.2023
Ingeniería En Sistemas -
UNAH
TegucigalpaTécnico Bilingüe En Call Center -
CEUTEC
11.2016
Técnico en Computación - undefined
Instituto privado DR. Ramon Rosa
Tegucigalpa11.2014
Skills
- Proactive
- Adaptability
- Teamwork
- Leadership
- Time management
- Attention to detail
- Microsoft office suite
- Resilience
- QA analytic
- Issue resolution
- Quality assurance
- Data analysis
- Mentoring and training
- Call monitoring
- Collaboration and communication
- Test planning
- Process implementation
- Testing plans
Languages
Ingles
Full Professional
Spanish
Native or Bilingual
Timeline
Senior Quality Advocate
Xfinity Mobile, Startek
08.2019 - 08.2025
Customer Service Representative
Startek
03.2017 - 08.2019
Técnico en Computación - undefined
Instituto privado DR. Ramon Rosa
Bootcamp Full-Stack Jr. Developer -
Kodigo
Ingeniería En Sistemas -
UNAH
Técnico Bilingüe En Call Center -
CEUTEC