Ana Mena
Quality Assurance Specialist
Summary
Dynamic professional with a proven track record at Telus International, enhancing customer satisfaction and streamlining workflows. Excelled in roles requiring exceptional data analysis and work planning skills. Achieved significant improvements in quality metrics and customer loyalty through effective team collaboration. I'm on the lookout for new opportunities to put my skills to good use and I'm pumped about taking my career to the next level.
Overview
7
7
years of professional experience
Work History
QA Assistant Manager
Telus International
03.2021 - Current
- Assisted in recruitment to build team of top performers.
- Analyzed quality and performance data to support operational decision-making.
- Collaborated with other department leads to streamline workflows,and achieve business goals collectively.
- Generated reports detailing findings and recommendations.
- Developed effective improvement plans in alignment with goals and specifications.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Customer Service Representative
Telus International
02.2020 - 03.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Technical Support Representative
Teleperformance
01.2018 - 02.2020
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software issues.
Education
No Degree - Business Administration
UTEC
El Salvador 05.2001 -
Skills
Work Planning and Prioritization
Data Analysis
Time Management
Microsoft Suite
Google Suite
Timeline
QA Assistant Manager
Telus International
03.2021 - Current
Customer Service Representative
Telus International
02.2020 - 03.2021
Technical Support Representative
Teleperformance
01.2018 - 02.2020
No Degree - Business Administration
UTEC
05.2001 -
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