JENNY CAROL NAVARRETE FLORES
B.A In Modern Languages, Specialty In English And French
San Salvador,Apopa
Summary
Experienced in quality assessment, delivering comprehensive analysis to uphold high standards. Utilizes root cause investigation to identify and resolve quality issues effectively. Possesses a strong understanding of regulatory compliance and process improvement. Adept at ensuring quality control measures are in place to drive continuous improvement.
Overview
8
8
years of professional experience
10
10
years of post-secondary education
3
3
Languages
Work History
Quality Analysis Specialist
Concentrix
11.2021 - Current
- Reduced production defects by implementing rigorous quality control measures and providing detailed feedback to production teams.
- Assisted as a subject matter specialist.
- Boosted team performance through continuous training sessions on best practices in quality analysis and inspection techniques.
- Led Quality Analysis team meetings and trainings, ensuring all members were aligned with company goals and equipped to handle emerging challenges.
- Analyzed quality and performance data to support operational decision-making.
- Developed and maintained quality assurance procedure documentation.
- Reported problems and concerns to management.
- Performed routine maintenance and calibration on testing equipment.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and team productivity by promoting operational best practices.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Bilingual Advisor
Concentrix
03.2021 - 10.2021
- Customer service in banking services.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with carriers and customers and verified full satisfaction with products and services.
Customer Service Agent
Telus International
11.2020 - 01.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
Customer Service Agent, Retention Area
CONCENTRIX El Salvador
04.2017 - 12.2019
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
Education
High School Diploma -
Instituto Nacional Gral. Manuel José Arce
San Salvador, El Salvador 05.2006 - 12.2008
Bachelor of Arts - Modern Languages
University of El Salvador
San Salvador, El Salvador 05.2009 - 12.2016
Skills
Auditing techniques
Quality improvement
Data analysis
Continuous improvement
Training new quality members
Calibration
Problem-solving abilities
Multitasking
Decision-making
Adaptability and flexibility
Critical thinking
Attention to detail
Timeline
Quality Analysis Specialist
Concentrix
11.2021 - Current
Bilingual Advisor
Concentrix
03.2021 - 10.2021
Customer Service Agent
Telus International
11.2020 - 01.2021
Customer Service Agent, Retention Area
CONCENTRIX El Salvador
04.2017 - 12.2019
Bachelor of Arts - Modern Languages
University of El Salvador
05.2009 - 12.2016
High School Diploma -
Instituto Nacional Gral. Manuel José Arce
05.2006 - 12.2008