Nicole Ivette Fuentes Anariba
Tegucigalpa,Tegucigalpa
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level QA position. Ready to help team achieve company goals.
Overview
3
3
years of professional experience
Work History
Call Center Representative
Agent
04.2021 - 01.2023
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Call Center Representative
SME
01.2023 - 02.2023
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Contributed to process improvements within the team by suggesting innovative solutions that led to enhanced workflows and better results.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Helped the team to improved their skills in chat and always provided the correct support to the agents for them to managed the chat.
Call Center Quality Analyst
Quality Analyst
02.2022 - Current
- Enhanced call center performance by implementing quality monitoring processes and providing feedback to agents.
- Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement.
- Conducted regular evaluations of agent interactions, ensuring consistency in delivering exceptional service.
- Served as a subject matter expert on call center quality assurance, providing guidance and expertise to colleagues and management as needed.
- Facilitated regular calibration meetings with supervisors, aligning evaluation standards for consistent results throughout the team.
Education
Graphic Design Technician - Graphic Design
CEUTEC
01.2026
Law Degree - Law (Pre-Law)
UNAH
06.2022
Skills
- Customer Service
- Management
- Conflict Resolution
- Call Monitoring
- Data Analysis
- Feedback Delivery
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Flexible and Adaptable
- Excellent Communication
Name
NICOLE IVETTE
Last names
FUENTES ANARIBA
Languages
Spanish
Native language
English
Advanced
C1
Work Experience
- Technical Support Agent (Google Nest Tecnical Support), Intouch CX, 04/04/21, 06/06/22
- Technical Support Agent (Google Home, Chat), Intouch CX, 06/06/22, 01/02/23
- Quality Analyst (Google Home/Google Nest), Intouch CX, 01/02/23, Present
Timeline
Call Center Representative
SME
01.2023 - 02.2023
Call Center Quality Analyst
Quality Analyst
02.2022 - Current
Call Center Representative
Agent
04.2021 - 01.2023
Graphic Design Technician - Graphic Design
CEUTEC
Law Degree - Law (Pre-Law)
UNAH
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