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Ruth Pichardo

Independent Quality Assurance at OutPLEX
Intro Book
Ruth Pichardo is a seasoned quality assurance professional with extensive experience in customer service, process standardization, and team leadership, holding a Business Administration and Management degree from Universidad Autónoma de Santo Domingo.
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Location
Dominican Republic, DO
Languages
  • English Native or bilingual proficiency
  • Spanish Native or bilingual proficiency
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Bio

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Ruth Pichardo is a seasoned quality assurance professional with extensive experience in customer service and process standardization. A native English and Spanish speaker, she has honed her skills in ensuring agents meet agreed quality standards, providing feedback, and coaching to drive process standardization and equality. With a background in business administration and management, Ruth has successfully managed daily agents' activities, developed, evaluated, and coached employees, and performed various BPO/KPO services duties. Throughout her career, Ruth has worked with prominent companies, including Ecco Outsourcing Group, Support Services Group, and OutPLEX, where she has verified procedures, provided feedback, and direction to teams, and made progress reports. Her expertise in customer service, process standardization, and employee development has earned her a reputation as a trusted quality assurance specialist. Ruth holds various certifications, including the EF Standard English Test (EF SET) English Certificate and certifications from the Instituto Nacional de Formación Técnico Profesional (INFOTEP), showcasing her proficiency in English, accounting, and management.

Credentials

  • EF SET English Certificate 75/100 (C2 Proficient)
    EF Standard English Test (EF SET)
    Jun, 2021
    - Apr, 2026
  • ACCOUNTING CLERK
    Instituto Nacional de Formación Técnico Profesional - INFOTEP
  • ADVANCED EXCEL MANAGER
    Instituto Nacional de Formación Técnico Profesional - INFOTEP
  • BASIC WEB DESIGNER/DEVELOPER I & II (HTML)
    Instituto Nacional de Formación Técnico Profesional - INFOTEP
  • COMPUTER ASSEMBLER
    Instituto Nacional de Formación Técnico Profesional - INFOTEP
  • CONFLICT MANAGEMENT
    Instituto Nacional de Formación Técnico Profesional - INFOTEP
  • EMOTIONAL INTELLIGENCE
    Instituto Nacional de Formación Técnico Profesional - INFOTEP
  • INTERMEDIATE EXCEL MANAGER
    Instituto Nacional de Formación Técnico Profesional - INFOTEP
  • MANAGEMENT DEVELOPMENT
    Instituto Nacional de Formación Técnico Profesional - INFOTEP
  • MICROSOFT EXCEL BASIC
    Instituto Nacional de Formación Técnico Profesional - INFOTEP
  • MICROSOFT OFFICE PACK
    Instituto Nacional de Formación Técnico Profesional - INFOTEP
  • MODERN SUPERVISION
    Instituto Nacional de Formación Técnico Profesional - INFOTEP
  • OCCUPATIONAL SAFETY AND HEALTH
    Instituto Nacional de Formación Técnico Profesional - INFOTEP
  • OCCUPATIONAL SAFETY AND HEALTH
    Instituto Nacional de Formación Técnico Profesional - INFOTEP
  • OFFICE AND INTERNET PROGRAM MANAGER
    Instituto Nacional de Formación Técnico Profesional - INFOTEP
  • PLANNING AND ORGANIZATION OF HUMAN RESOURCES
    Instituto Nacional de Formación Técnico Profesional - INFOTEP
  • PRESENTATIONS MANAGER
    Instituto Nacional de Formación Técnico Profesional - INFOTEP
  • PROTECTION AND CONSERVATION OF THE ENVIRONMENT
    Instituto Nacional de Formación Técnico Profesional - INFOTEP
  • RECRUITMENT AND STAFF SELECTION
    Instituto Nacional de Formación Técnico Profesional - INFOTEP
  • SUPERVISOR
    Instituto Nacional de Formación Técnico Profesional - INFOTEP
  • TEXT WRITING
    Instituto Nacional de Formación Técnico Profesional - INFOTEP
  • VOCATIONAL TRAINING FACILITATOR
    Instituto Nacional de Formación Técnico Profesional - INFOTEP

Experience

  • OutPLEX
    • Santo Domingo de Guzmán, Distrito Nacional, Dominican Republic
    • Independent Quality Assurance
      • Jan 2023 - Present
      • Santo Domingo de Guzmán, Distrito Nacional, Dominican Republic

      Verified the procedures were followed correctly by ensuring the Customer Support Agents meet agreed quality standards. Provided feedback, clarification and direction to the parties involved to achieve standardization and equality of the process within teams, among other tasks.

  • Support Services Group
    • QA/QC
      • Jan 2022 - Oct 2022

      Verified the agents followed the guidelines, provided an excellent customer service experience or sales, and complied with the processes and procedures. Provided feedback and coaching for the areas of opportunities to be developed by the agents. Made progress reports and participated in calibration calls, among other tasks.

  • Ecco Outsourcing Group
    • Dominican Republic
    • Outsourcing and Offshoring Consulting
    • 1 - 100 Employee
    • Customer Service Supervisor
      • Jan 2019 - Aug 2021

      Managed the daily agents' activities to ensure productivity. In charge of scheduling and staffing for each week. Ensured the agents provided an excellent service through e-mails and chats in a timely and accurate manner. Provided primary support to agents when needed and provided an appropriate course of action if in doubt. Developed, evaluated and coached employees. Also, performed other BPO/KPO services duties.

    • Quality Assurance Specialist
      • Dec 2017 - Jan 2019

      Verified the agents followed the guidelines established, providing an excellent customer service experience and complying with the processes and procedures. Provided feedback and coaching, created action plans when needed, made progress reports, participated in calibration calls, among other tasks.

    • Customer Service Representative
      • Jul 2017 - Dec 2017

      Provided an excellent customer service through e-mails and chats in a timely and accurate manner. Offered primary support to customers by analyzing inquiries, problems, questions, complaints and presented the appropriate corrective actions using multiple computer programs, or route customers to the appropriate personnel for assistance or escalate the records for an additional review and a possible resolution. Assessed the customer’s level of understanding in the matter, and educated and influenced them to use self-service support. Documented the records for future reference purposes.

  • Synergies Corp.
    • Santiago, Dominican Republic
    • Customer Service Representative (Analyst)
      • Nov 2012 - Apr 2017
      • Santiago, Dominican Republic

      Performed some customer care and BPO/KPO services duties such as data verification and transformation, document management, public records search, orders, service request, problem resolution, customer care and satisfaction, data analysis, back office assignments, among other tasks.

Education

  • Universidad Autónoma de Santo Domingo
    Business Administration and Management, General
  • 2003 - 2012
    Universidad Autónoma de Santo Domingo
    Bachelor's degree, Computer Science
  • 1998 - 2002
    Instituto Politecnico Nuestra Señora de las Mercedes
    Associate's degree, Computer and Information Sciences, General
  • The New York Center School of Languages
    Intensive English Course

Suggested Services

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Industry Focus. “Outsourcing and Offshoring Consulting”

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