Alexandra Figueroa
Hudson,FL
Summary
Passionate and dedicated customer service professional with over 8 years of proven knowledge for leadership, problem-solving, and workflow prioritization. Able to exceed without direct supervision and within a team environment as well. Aiming to provide my successful skills and talent in any company role I fill.
Overview
8
8
years of professional experience
Work History
Sr. Quality Evaluator
Concentrix
06.2021 - Current
- Monitor and audit approximately 30 inbound/outbound calls and other methods of contact including chat and email per day.
- Assure customer experience targets are met and improved.
- Facilitate or participate in client calibration sessions with quality leadership, operations, and client management staff members to ensure scoring consistency and best practices.
- Conducted data review and followed standard practices to find solutions.
- Served as a subject matter expert on various aspects of quality assurance within the organization, providing guidance when needed for decision-making purposes.
- Meet departmental productivity requirements (number of calls, emails, chat sessions monitored and evaluated per month).
Customer Service Advisor
Concentrix
06.2020 - 06.2021
- Handled approximately 35 inbound calls/emails.
- Provided technical advanced support by handling complex customer cases, while under minimal supervision.
- Respond to escalated and unresolved calls/emails and questions from less experienced Customer Service Advisors.
- Identify, investigate, research, and provide resolution on user questions and problems.
- Met customer service advisor call/emails handling quotas.
- Reviewed customer feedback regularly, using insights to further enhance service delivery methods.
Customer Service Representative
Answernet
11.2018 - 06.2020
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Delivered prompt service to prioritize customer needs.
- Answered constant flow of customer calls with minimal wait times.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Front End Supervisor
DD's Discount
07.2016 - 11.2018
- Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.
- Mentored new sales associates to contribute to store's positive culture.
- Conducted regular training sessions for new hires and existing employees on company policies, procedures, and best practices.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
Education
High School Diploma -
Advanced Central College
Puerto Rico06.2015
Skills
- Time management
- Analytical mindset
- Employee Supervision
- Training and mentorship
- Process evaluation
- Problem solving
- Attentive to detail
- Adaptability and Flexibility
- Computer Skills
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Sr. Quality Evaluator
Concentrix
06.2021 - Current
Customer Service Advisor
Concentrix
06.2020 - 06.2021
Customer Service Representative
Answernet
11.2018 - 06.2020
Front End Supervisor
DD's Discount
07.2016 - 11.2018
High School Diploma -
Advanced Central College