Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Joseph Richard O. Jr. Potvin Tisol

Santiago De Los Caballeros,Santiago

Summary

Detail-oriented Quality Assurance Analyst with proven skills in software quality assurance, process improvement, and team collaboration. Committed to ensuring adherence to quality standards and enhancing operational efficiency. Results-driven quality assurance professional with expertise in problem-solving and quality management. Successfully conducted internal audits and supported process enhancements, contributing to improved team performance and quality standards. Dedicated Quality Assurance Analyst specializing in software quality and process improvement. Known for effective teamwork and leadership in quality management projects, with a focus on delivering measurable results and enhancing operational performance.

Overview

17
17
years of professional experience

Work History

Quality Assurance Analyst

CLARITY DEBT RESOLUTION
Santiago, Santiago
06.2022 - 05.2025
  • Reviewed requirements and specifications to ensure alignment with quality standards.
  • Documented testing processes and maintained accurate records of results.
  • Assisted other members of the QA team in identifying areas for improvement in processes and procedures.
  • Conducted internal audits to measure adherence to established QA standards.
  • Used quality monitoring system to compile and track individual and team performance.
  • Maintained self-study program to enhance QA knowledge and skills.

Customer Service Representative

PREMIER OFFSHORE SOLUTIONS
Santiago, Santiago
02.2021 - 06.2022
  • Assisted customers with inquiries and provided product information.
  • Resolved customer complaints through effective communication and problem-solving.
  • Processed orders and managed transactions using customer service software.
  • Analyzed customer feedback to identify retention improvement areas.
  • Performed customer negotiations to reach fair conclusion for both business and customer.
  • Explained new products and services to customers.
  • Assisted in the development of strategies aimed at improving long-term customer loyalty.
  • Researched competitive offerings and identified opportunities for improving our product offering.

Customer Service Representative

CONDUENT
Santiago, Santiago
03.2019 - 01.2020
  • Assisted customers with inquiries and provided product information.
  • Diagnosed cell phone issues using specialized diagnostic tools.
  • Provided technical support to customers regarding device functionalities.
  • Programmed SIM cards for customers' new or existing cell phone plans according to their requirements.
  • Communicated effectively with customers regarding delivery status and service inquiries.

Supervisor

VELTREX DEL CIBAO
Santiago, Santiago
11.2015 - 05.2018
  • Led team in daily operations and project execution.
  • Coordinated schedules and resources for optimal workflow management.
  • Motivated team members to consistently achieve or exceed performance expectations.
  • Set goals for performance and deadlines to comply with company plans and vision.
  • Managed client inquiries through phone, email, and in-person communication.
  • Coordinated special requests and arrangements for luxury accommodations.
  • Facilitated seamless check-in and check-out processes for VIP guests.
  • Maintained up-to-date knowledge of local events and attractions for client recommendations.
  • Managed guest lists, reservations, and other administrative duties related to VIP Services.
  • Greeted and welcomed VIPs upon their arrival to the venue.
  • Provided personalized services to ensure a pleasant experience for all VIPs.

Technical Support Representative

UNITED NEARSHORE OPERATIONS
Santiago, Santiago
02.2015 - 10.2015
  • Assisted customers with technical issues via phone and chat support.
  • Trained new support representatives on troubleshooting techniques and company support protocols.
  • Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.

Manager

Distribution LAC-A-CROIX
Alma, Quebec
06.2011 - 08.2014
  • Implemented quality control measures to uphold company standards.
  • Analyzed business performance data and forecasted business results for upper management.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
  • Created monthly reports for senior management summarizing operational performance metrics.

Accounting Assistant

HKS Holdings
New York, NY
02.2008 - 05.2012
  • Processed invoices and expense reports for timely payment and record-keeping.
  • Maintained accurate filing system for financial documents and records.
  • Supported audits by organizing and providing requested documentation.
  • Utilized accounting software to input data and update financial records.
  • Responded to inquiries regarding billing and payment issues promptly.
  • Performed bookkeeping and accounting consulting services.
  • Performed financial calculations for amounts due, interest charges and balances.

Education

High School Diploma -

Colegio Luis Hess
Pto Pta
06-2008

GED -

Pontificia Universidad Católica Madre Y Maestra
Santiago

Skills

  • Technical support
  • Software quality assurance
  • Problem solving
  • Process improvement
  • Team collaboration
  • Computer programming
  • Design support
  • Quality management
  • Project management
  • Quality assurance
  • Hardware and software installation
  • Art fundamentals
  • Video game product development
  • Customer support
  • Document management
  • Data analysis
  • Valid Driver's license
  • Verbal and written communication

Languages

French
First Language
Spanish
Proficient (C2)
C2
English
Proficient (C2)
C2

Timeline

Quality Assurance Analyst

CLARITY DEBT RESOLUTION
06.2022 - 05.2025

Customer Service Representative

PREMIER OFFSHORE SOLUTIONS
02.2021 - 06.2022

Customer Service Representative

CONDUENT
03.2019 - 01.2020

Supervisor

VELTREX DEL CIBAO
11.2015 - 05.2018

Technical Support Representative

UNITED NEARSHORE OPERATIONS
02.2015 - 10.2015

Manager

Distribution LAC-A-CROIX
06.2011 - 08.2014

Accounting Assistant

HKS Holdings
02.2008 - 05.2012

High School Diploma -

Colegio Luis Hess

GED -

Pontificia Universidad Católica Madre Y Maestra

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Joseph Richard O. Jr. Potvin Tisol