Edgar Payano
Santo Domingo
Summary
Quality control team lead with over 2 years of experience in product assessment and strategic planning. Proven track record in implementing effective quality-control measures that enhance customer satisfaction and strengthen brand reputation. Strong analytical skills utilized to develop objective criteria for coaching associates, resulting in improved performance and customer relationships. Dedicated customer service representative with a positive attitude and ability to build rapport with clients, contributing to overall company success.
Overview
11
11
years of professional experience
2
2
Certification
Work History
Tracking Agent
KDB Services Group
12.2025 - Current
- Monitored shipment status and ensured timely updates for clients.
- Collaborated with team members to resolve shipment discrepancies promptly.
- Maintained communication with carriers to facilitate smooth logistics operations.
- Documented tracking information for compliance and operational reporting purposes.
- Provided customers with updates on order status via phone, email, or in-person meetings.
- Maintained detailed records of shipments, including tracking numbers and destinations.
- Documented all communication regarding customer orders and inquiries in the system database.
Client Service Specialist
Broadway Support Services
05.2025 - 12.2025
- Provided exceptional support to clients, addressing inquiries and resolving issues promptly.
- Maintained accurate client records using CRM software for effective communication and follow-up.
- Collaborated with team members to develop strategies for enhancing client service experiences.
- Processed client feedback systematically to identify areas for improvement in services provided.
- Cultivated strong relationships with clients through consistent communication and engagement efforts.
- Provided customer service to clients by responding to inquiries and resolving complaints.
Quality Assurance Team Lead
Hire Horatio RD
03.2021 - 02.2025
- Led a team of seven QA analysts, ensuring adherence to established procedures and timely completion of projects.
- Coached and motivated a 7-person QA team to develop competencies and proper evaluation criteria.
- Championed continuous learning initiatives within the 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 an 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 RD
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.11.2021
Bachelor of Science - System Engineering
UNAPEC
Santo Domingo, RD.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
- Shipment tracking
- CRM management
- Quality assurance
- Client communication
- Customer service
- Problem solving
- Attention to detail
- Mentoring and coaching
Certification
• Key Management Skills, Hire Horatio RD - 09, 2023
• Networking in the Workplace, Hire Horatio RD - 10, 2023
Timeline
Tracking Agent
KDB Services Group
12.2025 - Current
Client Service Specialist
Broadway Support Services
05.2025 - 12.2025
Quality Assurance Team Lead
Hire Horatio RD
03.2021 - 02.2025
Customer Service Representative
Alorica RD
09.2015 - 05.2019
Diploma - Culinary Arts
Instituto Culinario Dominicano (ICD)
Bachelor of Science - System Engineering
UNAPEC