Experience

Aeropay

• United States
• Financial Services
• 1 - 100 Employee

• Quality Assurance Leader

  • Oct 2023 - Present

  Monitor and evaluate the quality of backoffice processes, transactions, and documents. Identify areas for process improvement and implement changes to enhance quality and efficiency. Define key performance indicators (KPIs) and track them to ensure quality standards are met. Develop and deliver training programs for backoffice staff to maintain and improve quality. Maintain detailed documentation of quality processes and procedures. Investigate the root causes of quality issues and implement corrective actions. Ensure that backoffice operations comply with relevant regulations and company policies. Generate regular reports on quality performance and provide insights to management. Collaborate with other departments to resolve quality-related issues and communicate findings effectively. Promote a culture of continuous improvement within the backoffice team. Show less



NEARSOL

• United States
• Outsourcing and Offshoring Consulting
• 300 - 400 Employee

• Operations Manager Jr.

  • Jan 2023 - Oct 2023

  Monitor and review calls and correspondence between representatives and customers to maintain our high-quality standards. Provide guidance and direction to representatives when handling escalated issues, ensuring timely and effective resolutions. Participate in the interview process for prospective new representatives, helping us build a skilled and motivated team. Collaborate with cross-functional teams to follow standard operating procedures and appropriately escalate issues for clients and participants. Show less



Massage Envy

• United States
• Wellness and Fitness Services
• 700 & Above Employee

• Customer Success Manager

  • Jul 2021 - Dec 2022

  Bridge the gap between sales and customer supportEnsure customers get fast time-to-valueKeep clients engaged and regularly using productsBuild customer loyalty and reduce churnKeep a “high-level view” of the entire support processAdvocate for customersFoster a customer-centric team environmentResolve customer issues

• Customer Success Specialist

  • Mar 2021 - Jul 2021



CloudTask

• Colombia
• Internet Marketplace Platforms
• 1 - 100 Employee

• Market Research Analyst

  • Jul 2019 - Jun 2021

• Data Entry Specialist

  • Feb 2019 - Jun 2019


UPS
• United States
• Truck Transportation
• 700 & Above Employee
• Collections Coordinator

  • Feb 2018 - Jan 2019


OneLink

• United States
• Advertising Services
• 1 - 100 Employee

• Customer Success Supervisor

  • Feb 2016 - Feb 2018

• Customer Support Specialist

  • Feb 2016 - Jun 2016