Experience

Crypto.com

• Singapore
• Financial Services
• 700 & Above Employee

• Quality Assurance Analyst

  • Jan 2022 - Present

  - Analysis QA scores, CSAT results, and applications reviews. - Collaboration with the Customer Support Team Leads to improving quality and customer satisfaction results. - Monitoring product changes and updates constantly, reflecting them in their day-to-day responsibilities. - Delivering engaging feedback to individuals and organizing coaching sessions. - Preparing regular reports and dashboards. - Addressing client's feedback and following up as needed. - Analysis QA scores, CSAT results, and applications reviews. - Collaboration with the Customer Support Team Leads to improving quality and customer satisfaction results. - Monitoring product changes and updates constantly, reflecting them in their day-to-day responsibilities. - Delivering engaging feedback to individuals and organizing coaching sessions. - Preparing regular reports and dashboards. - Addressing client's feedback and following up as needed.



Alorica

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Quality Lead

  • Jul 2020 - Jan 2022

  - Implement quality control policies to ensure the consistency and effectiveness of internal and external requirements, and ensure that the operation department will provide timely and professional services to customers and users.- Implement the standardization process of the customer and operation department to ensure that the target is met and miscommunication and misunderstanding are avoided.- Implement quality monitoring research and information infrastructure projects to support operational requirements, including company benchmarks, investigation procedures and standard management.- Provide relevant quality monitoring report, including work development, customer satisfaction survey, the benchmark survey, system analysis and setting, simulated possibility research, process validation, decision analysis, and analysis process control and so on. Show less

• Technical Support Agent with Polish

  • Aug 2019 - Jun 2020

  - Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.- Gather customer’s information and determine the issue by evaluating and analyzing the symptoms- Research required information using available resources.Received award for outstanding perfomance in November 2019 Show less



Forever 21

• United States
• Retail Apparel and Fashion
• 700 & Above Employee

• Flagship Store Manager

  • Jul 2017 - Aug 2019

  - Completes store operational requirements by scheduling and assigning employees; following up on work results.- Maintains store staff by recruiting, selecting, orienting, and training employees.- Maintains store staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.- Achieves financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.- Ensures availability of merchandise and services by approving contracts; maintaining inventories.- Secures merchandise by implementing security systems and measures.- Protects employees and customers by providing a safe and clean store environment.- Maintains the stability and reputation of the store by complying with legal requirements.- Maintains operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.- Contributes to team effort by accomplishing related results as needed. Show less

• Assistant Store Manager

  • Mar 2017 - Jun 2017

  - Assist the Retail Store Manager in planning and implementing strategies to attract customers.- Coordinate daily customer service operations (e.g. sales processes, orders and payments).- Track the progress of weekly, monthly, quarterly and annual objectives.- Monitor and maintain store inventory.- Evaluate employee performance and identify hiring and training needs.- Supervise and motivate staff to perform their best.- Coach and support new and existing Sales Associates.- Monitor retail operating costs, budgets and resources.- Suggest sales training programs and techniques.- Communicate with clients and evaluate their needs.- Analyze consumer behavior and adjust product positioning.- Handle complaints from customers.- Research emerging products and use information to update the store’s merchandise.- Create reports, analyze and interpret retail data, like revenues, expenses and competition. Show less



Rossmann Polska

• Retail
• 700 & Above Employee

• Deputy Manager

  • Feb 2016 - Feb 2017

  - Assisting the manager in organizing, planning and implementing strategy. - Coordinating retail store operations. - Ensuring store schedules and objectives are met by employees. - Assisting the manager in organizing, planning and implementing strategy. - Coordinating retail store operations. - Ensuring store schedules and objectives are met by employees.



Inditex

• Spain
• Retail
• 700 & Above Employee

• Deputy Store Manager - ZARA

  • Dec 2014 - Oct 2015

• Senior Sales Associate - ZARA

  • Mar 2013 - Nov 2014

• Sales Associate - ZARA

  • Sep 2012 - Feb 2013