Ambar Méndez Dotel
Santo Domingo
Summary
Customer Experience Analyst with 4+ years of expertise in process management and quality analysis, leveraging advanced skills in Microsoft Excel and ERP systems to enhance customer service and documentation efficiency. Demonstrates a strong ability to analyze and report on customer feedback, driving actionable insights and improvements. Committed to fostering collaboration and continuous improvement within teams, with a focus on delivering exceptional service and operational excellence.
Overview
9
9
years of professional experience
Work History
Customer Experience Analyst - Customer Service and Documentation
08.2023 - Current
- Developed and presented data driven reports using graphical visualizations, with results categorized according to the typology of customer comments.
- Recommended and initiated corrective actions based on identified patterns and insights, Journey Maps, and reports on scheduled dates.
- Collaborated with the Continuous Quality Department to implement process improvements and ensure long term performance enhancements. All complaints and suggestions entered in the Complaints and Suggestions Form.
- Monthly delivery of general survey report with information
- Socialize pending actions with responsible and pertinent areas.
- Participate in the customer update project.
- Supervise temporary staff in the customer update project, and deliver weekly result reports.
- Created and distributed monthly reports to company directors and vice presidents, summarizing customer survey results and service performance.
- Led biannual executive meetings to present six month analyses, highlighting customer complaints, suggestions, implemented improvements, and future action plans.
- Monitored the progress of corrective actions and ensured accountability across departments as part of my role.
- Managed customer survey and complaint processes, ensuring accurate documentation and escalation to the appropriate departments.
- Designed and presented graphical reports, categorizing feedback by the typology of comments for clear visibility and analysis.
- Coordinated follow up actions with relevant teams to resolve issues effectively.
- Collaborated with the Continuous Quality Department to apply improvements based on data driven insights, ensuring long term service enhancements.
Quality and Documentation Analyst
06.2022 - 07.2023
- Determine the sequence and interrelation of the institution's processes
- Conduct surveys and analysis of processes in different instances
- Follow up on the design, preparation, review, and approval of documents created
- Place controlled documents in various consultation sources managed by collaborators
- Hold meetings with collaborators from units involved in the survey or follow-up of any process
Documentation Assistant
UNPHU
10.2021 - 05.2022
- Conduct surveys of processes in assigned areas
- Assist in drafting regulations, procedures, or other institutional documents
- Collaborate in designing forms and instructions
- Manage signatures of documents prepared in the direction
Secretary
Ministry of Education
01.2017 - 01.2018
- Manage the agenda
- Telephone communication
Education
Industrial Engineer -
UNPHU
Santo Domingo01.2023
Colegio San Gabriel de la Dolorsa -
01.2018
Skills
- Microsoft Office
- Microsoft Visio
- Microsoft Excel
- Microsoft PowerPoint
- Dynamics Outlook
- ERP
- Process Management
- Documentation
- Quality Analysis
- Customer Service
- Communication
References
- Dr. Laura Devers, 829-341-3442
- Rosmery Rodríguez, 484-957-1792
Languages
- Español, Native
- Inglés, Proficient
Timeline
Customer Experience Analyst - Customer Service and Documentation
08.2023 - Current
Quality and Documentation Analyst
06.2022 - 07.2023
Documentation Assistant
UNPHU
10.2021 - 05.2022
Secretary
Ministry of Education
01.2017 - 01.2018
Industrial Engineer -
UNPHU