TATIANA ELIZABETH HERNANDEZ JOVEL
Mejicanos
Summary
Quality evaluation professional with comprehensive understanding of quality control and assurance processes. Proven potential to impact operational excellence through methodical analysis and process refinement. Highly collaborative team player with strong focus on delivering consistent results and adapting to evolving challenges. Strong analytical and problem-solving skills combined with keen attention to detail.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Backup Quality Evaluator
Foundever, El Salvador
11.2024 - Current
- Monthly monitored agents to make sure call flow and guidelines were being followed correctly.
- Participated in monthly internal and external calibrations.
- Developed different strategies to improve our customer service quality as per client guidelines.
- Provided weekly and monthly reports to the coaches and account supervisor, providing guidance where improvement is needed to achieve quality objective.
- Communicated with team members about quality issues found.
- Trained and mentored staff to apply changes and updates being reported by onshore.
Customer Service Representative
Foundever El Salvador
04.2019 - Current
- Assisted customers with a better understanding in how their insurance policy works.
- Updated account information to maintain customer records.
- Helped customers with their claims to assure they are processed in a timely manner.
- Called or emailed customers to do follow up to avoid delays in the claims processing.
- Contacted doctor's offices and employers by fax or email to obtain additional or missing information.
- Followed up with claims adjusters to make sure nothing else is needed and claims could be processed.
- Assisted with technical support when having issues with registration process, lock accounts, information is not displaying, reset passwords.
Customer Service Representative
Teleperformance El Salvador
08.2014 - 01.2019
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Provided technical support when having issues with their mobile services, providing steps to troubleshoot their mobile devices
- Helped with inquiries in regards to different mobile devices and services
- Reported outages in the different areas to technicians based on the customers' information.
Education
Bachelor Degree - English Language
UNIVERSIDAD TECNOLOGICA DE EL SALVADOR
San Salvador, El Salvador01.2018
High School Diploma -
LICEO CRISTIANO REV. JUAN BUENO
11-2011
Skills
- Quality management
- Quality training
- Problem resolution
- Follow-up skills
- Administrative support
- Data collection
- Staff training
- Microsoft Excel
- Microsoft outlook
Certification
- Talent Plus Quality Evaluator-Foundever El Salvador November 2024
Languages
English
Full Professional
Timeline
Backup Quality Evaluator
Foundever, El Salvador
11.2024 - Current
Customer Service Representative
Foundever El Salvador
04.2019 - Current
Customer Service Representative
Teleperformance El Salvador
08.2014 - 01.2019
- Talent Plus Quality Evaluator-Foundever El Salvador November 2024
Bachelor Degree - English Language
UNIVERSIDAD TECNOLOGICA DE EL SALVADOR
High School Diploma -
LICEO CRISTIANO REV. JUAN BUENO
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