Luis Alberto Baez Perez
Tech Support, Customer service agent, Sales Representative, QA Analist.
Los Alcarrizos,24
Summary
Delivered a 95% first-call resolution rate for customer complaints, driving higher satisfaction levels. Boosted customer retention by 20% through proactive engagement and follow-up initiatives. Honored with 'Top Performer' recognition for exceptional satisfaction scores. As a QA Analyst, ensured adherence to service standards while continuously improving processes and team performance.
Overview
15
15
years of professional experience
3
3
Languages
Work History
Quality Assurance Analyst
Morgan and Morgan Law Firm
07.2023 - 06.2025
- Mentored and coached team members on QA topics and strategies.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
Customer Service Representative
Contact Center Dominicana
05.2021 - 12.2021
- Answering questions about a company's products or services.
- Ensuring that customer orders and transactions are processed in an efficient and timely manner.
- Handling and resolving customer complaints regarding product sales to customer service problems.
- Order processing.
- Resolve technical issues.
English Instructor
Self-employee
01.2018 - 03.2020
- Preparing classroom and coursework materials, homework assignments, and handouts.
- Recording and maintaining accurate student attendance records and grades.
- Assign essays and homework to students; Assign books for students to read.
- Track of student progress and customize individualized plans for students with special requirements.
Customer Service Representative
Alorica
03.2018 - 06.2019
- Answering questions about a company's products or services.
- Ensuring that customer orders and transactions are processed in an efficient and timely manner.
- Handling and resolving customer complaints regarding product sales to customer service problems.
- Order processing.
- Resolve technical issues.
Education
High School Diploma - undefined
Liceo Padre Jose Salvador Fernandez
Santo DomingoSoucheff -
Infotep
Santo DomingoNo Degree - Primary.
Escuela Primaria Prof. Felipe J Peña
Monseñor NouelSkills
Communication Skills
References
- Carolina, Garcia, Sra., 849-278-4049
- Maria, Perez, Sra., 829-216-4671
- Jean Carlos, Mendoza, Sr., 829-587-4650
Timeline
Quality Assurance Analyst
Morgan and Morgan Law Firm
07.2023 - 06.2025
Customer Service Representative
Contact Center Dominicana
05.2021 - 12.2021
Customer Service Representative
Alorica
03.2018 - 06.2019
English Instructor
Self-employee
01.2018 - 03.2020
High School Diploma - undefined
Liceo Padre Jose Salvador Fernandez
Soucheff -
Infotep
No Degree - Primary.
Escuela Primaria Prof. Felipe J Peña