Morely Martinez
Santo Domingo,Dominican Republic
Summary
With over 5 years of experience as a Quality Assurance Analyst and Customer Service Representative, my expertise lies in team leadership, data-driven decision-making, and bilingual customer support. I've consistently optimized team performance and elevated customer satisfaction through strategic coaching and meticulous analysis. My track record of driving results and fostering excellence in dynamic environments makes me well-equipped to contribute to your organization's success.
Overview
6
6
years of professional experience
Work History
Virtual Receptionist
Veta Virtual
02.2024 - Current
- Created appointment schedules for clients.
- Confirmed appointments and scheduled meetings to keep clients on track, preventing double bookings and missed deadlines and appointments.
- Entered customer data into a virtual database.
- Maintained up-to-date knowledge of the company's products, services, and policies.
- Updated customer records with new contact information as needed.
- Answered inbound telephone calls promptly and courteously, listened attentively to the callers, responded to questions, and accurately documented and forwarded messages.
- Operated telephone switchboard to answer, screen, and forward calls to appropriate personnel.
Quality Assurance Analyst / Trainer
Outplex DR
05.2023 - 05.2023
- Orchestrated and led a team of 30+ customer service representatives in a rapidly expanding project.
- Employed data-driven analysis to identify improvement areas, resulting in a 20% surge in productivity and customer satisfaction scores.
- Pioneered a comprehensive coaching and training program that elevated the team's expertise, aligning performance with quality benchmarks.
- Crafted personalized training sessions, fostering individual growth plans that catalyzed employee performance.
- Assisted other members of the QA team in identifying areas for improvement in processes and procedures.
- Led onboarding sessions to familiarize new staff with company policies and procedures.
- Provided feedback on employee performance based on observed results during training sessions.
- Collaborated with subject matter experts to ensure the accuracy of content being delivered to trainees.
- Documented all training activities including attendance records, feedback forms, and surveys.
- Adapted teaching methods according to the needs of individual learners or groups.
Quality Assurance Analyst
Acquire BPO
06.2020 - 04.2022
- Played a pivotal role in the department's formative stages, facilitating team expansion, and identifying opportunities for overall production improvement.
- Guided a diverse team of 15+ agents to exceed performance targets through personalized coaching and feedback.
- Spearheaded weekly evaluations, coaching, and progress tracking, translating data into comprehensive statistics presented to clients.
- Efficiently coordinated and conducted team meetings, training sessions, and team-building activities, fostering a cohesive and high-performing unit.
- Implemented effective communication strategies across departments, organizing interdepartmental meetings to promote collaboration.
Customer Service Representative
Advensus
05.2018 - 01.2020
- Delivered bilingual technical support to customers via chat for telecommunications services and products.
- Provided top-notch customer service via phone and email channels, handling various inquiries.
- Assisted customers with troubleshooting, billing inquiries, product usage, payments, and miscellaneous inquiries.
Education
Clinical Psychology -
O & M University
Santo Domingo, Dominican Republic05.2023
Electrical Engineering Technician -
IPCAS
Santo Domingo, Dominican Republic06.2015
High School Diploma -
Politechnical High School
Skills
- Multichannel Customer Support
- Coaching and Training
- Leadership
- Development Team Collaboration
- Training Material Development
- Training Implementation
- Audit Processes
- Quality Improvement
- Email Management/ Etiquette
- Calendar Management
- Appointment Scheduling
- File Organization
- MS Office/ G Suite
Languages
Spanish
First Language
English
Advanced (C1)
C1
References
References available upon request.
Timeline
Virtual Receptionist
Veta Virtual
02.2024 - Current
Quality Assurance Analyst / Trainer
Outplex DR
05.2023 - 05.2023
Quality Assurance Analyst
Acquire BPO
06.2020 - 04.2022
Customer Service Representative
Advensus
05.2018 - 01.2020
Clinical Psychology -
O & M University
Electrical Engineering Technician -
IPCAS
High School Diploma -
Politechnical High School
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