Edgar Payano
System Engineer
Santo Domingo,Distrito Nacional
Summary
Thoughtful Quality Control Team Lead with 2+ years (between Analyst and Team Lead) of big-picture planning and systematic assessment of product standards. Tenacious strategist known for continual product consistency with meticulous detail orientation. Implements lasting quality-control measures, prioritizing customer satisfaction and long-term brand reputation. Excellent Analyst skills developer providing them objective and effective criteria to evaluate and coach associates to obtain beter results and create a better customer-brand relationship.
Overview
8
8
years of professional experience
8
8
years of post-secondary education
2
2
Certifications
Work History
Quality Assurance Team Lead
Hire Horatio DR
Santo Domingo, DN
03.2021 - Current
- Led team of 7 QA analysts, ensuring adherence to established procedures and timely completion of projects.
- Coached and motivated 7-person QA team to develop competencies and proper evaluation criteria.
- Championed continuous learning initiatives within QA team by organizing regular technical workshops and sharing industry best practices.
- Developed innovative automation frameworks to streamline repetitive tasks, increasing productivity.
- Initiated root cause analysis investigations for critical defects, leading to improved understanding of underlying issues and prevention measures for future occurrences.
- Ensured compliance with industry standards by conducting regular audits on internal processes and documentation practices.
Customer Service Representative
Alorica DR
Santo Domingo, DN
09.2015 - 05.2019
- Fostered customer-centric culture within team by consistently reinforcing importance of empathy, understanding, and patience in all interactions with clients.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Conducted training sessions for Customer Service Representatives on various aspects of job including soft skills development, product knowledge enhancement, and procedural updates.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Managed over 90 customer calls per day increasing productivity and customer satisfaction.
- Provided coaching and mentoring to new hires, contributing to their successful integration into team.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Diploma - Culinary Arts
Instituto Culinario Dominicano (ICD)
Santo Domingo, RD. 08.2021 - 11.2021
Bachelor of Science - System Engineering
UNAPEC
Santo Domingo, RD. 09.2012 - 10.2020
Skills
Test plan creation
Agile methodology knowledge
Requirements Analysis
Quality Process Audits
Strong Problem Solver
Relationship Building
Interpersonal Skills
Workload Management
Time Management
Teamwork and Collaboration
Client Requirements
Certification
Key Management Skills, Hire Horatio RD
Timeline
Diploma - Culinary Arts
Instituto Culinario Dominicano (ICD)
08.2021 - 11.2021
Quality Assurance Team Lead
Hire Horatio DR
03.2021 - Current
Customer Service Representative
Alorica DR
09.2015 - 05.2019
Bachelor of Science - System Engineering
UNAPEC
09.2012 - 10.2020