Liz

At GoaI, I managed payroll, prepared and organized instructional materials, and ensured smooth scheduling between teachers and students to support efficient daily operations

while working with AT&T, I handled high volumes of back-to-back inbound calls, ensuring accurate documentation and delivering on-the-spot resolutions. I consistently maintained strong performance metrics, including high CSAT, NPS, QA scores, and adherence to AHT and other KPIs.

While working with Furnished Finder, a platform for short-term housing rentals, I managed a high volume of back-to-back inbound calls, live chats, and customer emails. I ensured accurate documentation and delivered timely, effective resolutions. I consistently met and exceeded key performance metrics

At Teleperformance, I advanced from Customer Service Agent to Quality Assurance Specialist, and eventually to Quality Assurance Supervisor. I played a key role in building and expanding the QA department, implementing processes to reduce repetitive customer calls, and delivering performance feedback and targeted training sessions. My efforts helped maintain high customer satisfaction and contributed to the company retaining an A rating with the Better Business Bureau (BBB). I also helped establish and standardize the QA departments in both San Salvador and the Dominican Republic, aligning key quality benchmarks across all three countries to ensure consistency and operational excellence.