Adriana Marcela Monterroza Henríquez
Bachelor's Degree Student In Public Relations With Specialization In Marketing
San Salvador
Summary
Motivated and detail-oriented professional with a successful track record in customer service and quality assurance within the BPO industry. Skilled in identifying process improvements, analyzing KPIs, and consistently delivering exceptional customer experiences. Bilingual in English and Spanish with strong communication, problem-solving, and team collaboration skills. Currently pursuing a Bachelor's degree in Public Relations with a focus on Marketing, eager to contribute, grow, and innovate in dynamic and fast-paced work environments.
Overview
5
5
years of professional experience
2
2
Languages
Work History
Quality Assurance Analyst
The Office Gurus
10.2024 - 07.2025
- Audited calls and provided actionable feedback to improve agent performance and elevate service quality.
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Developed detailed audit reports and utilized Excel and presentation tools to support data-driven continuous improvement.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
Lead Customer Service Representative
The Office Gurus
10.2023 - 08.2024
- Analyzed performance metrics to identify trends and recommend process improvements, enhancing team efficiency and operational flow.
- Reviewed associate performance to identify training needs.
- Conducted regular team meetings to share best practices, discuss challenges, and foster a collaborative work environment.
Customer Service Representative
The Office Gurus
01.2022 - 10.2023
- Provided voice and chat support for a vacation rental company, managing property bookings, payment processing, and maintenance issue reporting.
- Participated in outbound campaigns, utilizing strong communication and problem-solving skills to deliver exceptional customer service.
Resolution Specialist
Teleperformance
11.2021 - 12.2022
- Specialized in managing customer escalations, resolving complex issues efficiently while prioritizing customer satisfaction. Thoroughly documented cases to support continuous improvement initiatives and enhance service processes.
- Utilized advanced problem-solving abilities to identify creative solutions for atypical client concerns.
Customer Service Representative
Teleperformance
01.2021 - 11.2021
- Managed high-volume inbound calls and delivered live support in English and Spanish.
- Resolved delivery-related inquiries, shipment tracking issues, and customer concerns promptly, ensuring timely resolutions and a positive customer experience.
Education
Technical Bilingual Assistant -
Centro Cultural Salvadoreño Americano
San Salvador, El Salvador 01.2018 - 01.2020
Public Relations with specialization in Marketing
Universidad Evangélica De El Salvador
San Salvador, El Salvador 05.2022 -
Executive Operator Certified -
Centro Cultural Salvadoreño Americano
San Salvador, El Salvador01-2021
Skills
Analytical Thinking
Communication Skills
Problem-Solving
Coaching Skills
Time Management
Root-cause analysis
Improvement recommendations
Teamwork and collaboration
Effective communication
Mentoring and training
References
Josseline Rodriguez
TELUS - Mentor BMO
- Phone +503 7735 4821
- Email: josselinerodriguez1221@gmail.com
Susana Díaz
The Office Gurus - Operation Manager
- Phone +503 7326 1643
Timeline
Quality Assurance Analyst
The Office Gurus
10.2024 - 07.2025
Lead Customer Service Representative
The Office Gurus
10.2023 - 08.2024
Public Relations with specialization in Marketing
Universidad Evangélica De El Salvador
05.2022 -
Customer Service Representative
The Office Gurus
01.2022 - 10.2023
Resolution Specialist
Teleperformance
11.2021 - 12.2022
Customer Service Representative
Teleperformance
01.2021 - 11.2021
Technical Bilingual Assistant -
Centro Cultural Salvadoreño Americano
01.2018 - 01.2020
Executive Operator Certified -
Centro Cultural Salvadoreño Americano