Experience

Newtech S.R.L

• Dominican Republic
• Software Development
• 300 - 400 Employee

• Content Developer

  • Apr 2021 - Present

  Receiving policy updates and transforming them into engaging and comprehensive training materials for internal staff. Responsible for updating and maintaining the company's knowledge base to ensure the availability of up-to-date and accurate information for all stakeholders.

• Quality Analyst

  • Mar 2019 - Apr 2021

  Ensuring adherence to company metrics and policies by monitoring and evaluating agent's performance. Calls review, providing coaching and feedback, helping to improve work and customer service skills. Maintain detailed records to inform data-driven decision-making.

• Customer Care Analyst

  • Nov 2018 - Mar 2019

  Reviewing customer accounts to ensure prompt follow-up on pending services. Approach to sensitive cases with empathy, aiming to deliver effective resolutions tailored to each unique situation. Thorough documentation of the steps taken ensuring accurate records are maintained in the programs used for these tasks.