Adriana Castillo

Foundever (Sitel)

San Angelo, Tx

02.2006 - Current

Provide detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
Evaluate agent performance by conducting regular audits, ensuring adherence to established quality standards and requirements.
Participate in departmental meetings to establish short- and long-term strategy.
Provide regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Develop and maintain quality assurance procedure documentation.
Participate in team projects, demonstrating an ability to work collaboratively and effectively.
Skilled at working independently
Learn and adapt quickly to new technology and software applications.
Proven ability to learn quickly and adapt to new situations.
Organized and detail-oriented with a strong work ethic.
Providing support and guidance to agents.
Administer 3 internal quality audits per agent/month and assess results to inform corrective action measures.
Compile and distribute weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
Apply effective time management techniques to meet tight deadlines.
Prove successful working within tight deadlines and a fast-paced environment.
Previously assisted providing technical support, Inbound/Outbound sales, billing customer service and medical insurance renewals.