Melvin Romero
Quality Analyst
San Salvador
Summary
A professional with over 4 years of experience as a quality analyst and over 9 years of experience in the Call Center industry, highly skilled in group management, training, guidance, and feedback to the assigned group, in addition to high-level data analysis and quality management.
Developed strong analytical skills and meticulous attention to detail in quality-focused environment, with commitment to ensuring product excellence. Demonstrated ability to communicate effectively with cross-functional teams and implement process improvements. Seeking to transition into new field to leverage these skills in dynamic and challenging environment.
Overview
9
9
years of professional experience
Work History
Quality Analyst
Concentrix
10.2021 - Current
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Responsible for ensuring that processes and customer service are carried out and provided under established guidelines, identifying areas for improvement and providing feedback to the agents as required.
Customer Service Representative
Concentrix
03.2019 - 10.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responsible for providing support with flight reservations, voluntary changes, lost luggage, and the sale of new tickets.
- High level of proficiency with Amadeus, a tool used to create flight reservations.
Floor Worker
Teleperformance
07.2017 - 12.2018
- Collaborated with team members to complete daily tasks and achieve goals.
- Responsible for providing support to the assigned group in addition to performing administrative tasks if it was required by operations.
Customer Service Representative
Teleperformance
07.2016 - 07.2017
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Business Administration - Business Administration
Universidad De El Salvador
San Salvador, El Salvador 05.2001 -
Intermediate And Advanced English Curse - English-as-a-Second-Language Education
Englis4callcenter
San Salvador, El Salvador 05.2001 -
High School Diploma -
Instituto Nacional De San Marcos
San Marcos, El Salvador 05.2001 -
Skills
Quality improvement
Audit processes
Quality processes
Correction action planning
Problem-solving
Multitasking
Analytical thinking
Teamwork and collaboration
Timeline
Quality Analyst
Concentrix
10.2021 - Current
Customer Service Representative
Concentrix
03.2019 - 10.2021
Floor Worker
Teleperformance
07.2017 - 12.2018
Customer Service Representative
Teleperformance
07.2016 - 07.2017
Bachelor of Business Administration - Business Administration
Universidad De El Salvador
05.2001 -
Intermediate And Advanced English Curse - English-as-a-Second-Language Education
Englis4callcenter
05.2001 -
High School Diploma -
Instituto Nacional De San Marcos
05.2001 -
Similar Profiles
Sandile Marvellous NtombelaSandile Marvellous Ntombela
Team Coach at ConcentrixTeam Coach at Concentrix
Priyanka DasPriyanka Das
Team Leader at ConcentrixTeam Leader at Concentrix
AKASH BISHTAKASH BISHT
Senior Advisor at ConcentrixSenior Advisor at Concentrix