Azucena "Susy" Alvarado
BILINGUAL QUALITY ASSURANCE SPECIALIST
Toccoa,GA
Summary
Detail-oriented Quality Assurance Analyst successfully monitors the effectiveness and quality of customer service interactions. Determines weaknesses in performance and establishes solutions to improve. Personable (bilingual) analyst, with nearly 10 years of customer service experience in a variety of fields (ranging from real estate to insurance to healthcare). Exceptional communication and interpersonal skills.
Overview
9
9
years of professional experience
Work History
Quality Assurance Analyst
StubHub
Remote
11.2021 - Current
- Monitored and evaluated customer interactions with StubHub experts
- Audited interactions scored by peer QAs and collaborated with team members to to identify, analyze trends, successes, and opportunities
- Calibrated with other QA Specialists as well as in house and outsource CE leadership
- Navigated several technical systems and processes (ex. Amazon Connect, Freshworks, Sharepoint, Excel, etc.)
- Assisted in coaching CE agents on interaction feedback and participated in learning and development projects.
- Continued to partake in weekly call taking time in order to remain expert in assigned queues
- Consistently exceeded 100% personal QA metrics and partnered with peers to ensure monthly team productivity goals were met. Accurate evaluations resulted in variance score of under 3%.
Quality Assurance Analyst & Floor Support
QUANTUM 3 MEDIA
01.2021 - 11.2021
- Monitored calls and reported issues for optimal agent efficiency.
- Graded recorded call center transfers to ensure high quality calls and company/agent integrity
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Coached and educated low-performing agents to increase team productivity
- Consistently met and exceeded daily compliance team goals (exceeding 45+ evaluations per day).
- Assisted bilingual supervisors in script translations and bilingual team auditions.
- Helped coordinate team meetings to boost agent efficiency and further educate and increase call quality
Bilingual Insurance Qualifier
QUANTUM 3 MEDIA
08.2020 - 01.2021
- Efficient representative with outstanding customer service performed on 500+ outbound english and Spanish calls per day.
- Utilized acquired clinical/health insurance knowledge to correctly assess/qualify leads and transfer to licensed insurance agents.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Utilized natural sales inclinations and personable tone to consistently exceed set daily transfer goals and transfer quality leads that resulted in high volume of sales
Referral Coordinator
CLARKESVILLE DERMATOLOGY AND MEDICAL ASSOCIATES
Clarkesville, Georgia
03.2018 - 08.2020
- Scheduled inbound referrals for skin cancer screenings and dermatological needs in office, coordinated surgeries for outbound referrals, followed-up and charted all accordingly.
- Medical interpreter: interpreted for Spanish-speaking patients during consults/surgeries as well as interpret via phone calls, translated patient pathology/dermatology notices
- Front desk receptionist: performed check-in/check-out duties for fast-paced atmosphere of average of 50-75 patients per day. Assisted with insurance/billing inquiries. Coordinated office visits/surgeries for dermatology and ENT providers. Answered up to 150 daily phone calls/voicemails. Tackled clinic’s faxes and medical records intake/release. Provide exceptional customer service both in person and via phone calls.
- Proficient use of software (Microsoft programs, Athena, EMA, Epic/Healtheconnections)
Billing Representative
PRUITTHEALTH PHARMACY
Toccoa, Georgia
02.2015 - 03.2018
- Electronic claims specialist: corrected and submitted electronic claims to health insurance companies in order to ensure timely payment of medications
- Billing Representative: provided excellent customer service to long term care residents and their family members; job details include calling private insurance/Medicare/Medicaid providers to achieve paid claims. Used basic clinical knowledge to interpret/adjust invoices for customers.
Bilingual Administrative Assistant
K&A TAX SERVICE LLC/ K&A REALTY GROUP/ NATIONWIDE INSURANCE
Cornelia, Georgia
12.2013 - 12.2014
- Completed clerical work including: answering phones, paying bills, purchasing office supplies, and assisting customers for a multi-business office
- Nationwide Insurance: filled applications, took payments, and assisted customers with insurance needs
- K&A Tax Service LLC: translated documents, assisted with phone interpreting, and made faxes/copies and helped senior customers with document filling.
- K&A Realty Group: organized and filed contracts, assisted with bank accounts
Education
High School Diploma -
Habersham Central High School
Mount Airy, GA 08.2009 - 05.2013
Piedmont College
Demorest, GA 08.2012 - 05.2013
Skills
English/spanish communication skills
Personable phone voice
Spanish translation/interpreting
Complaint resolution
Call center operations
Problem-solving
Spanish/English Medical terminology knowledge
Multi-line phone talent
Administrative support
Creative problem solving
Good listening skills
Proficient in Microsoft Office software
Team player
Fast learner
Quality assurance
Root-Cause Analysis
Accomplishments & personal interests
- Georgia Young Authors Award
- Honor Roll with Distinction: 2001- 2013
- Student Council: 2009- 2013
- Key Club: 2009- 2013
- DECA: 2012- 2013
- Fine Arts Award: 2003, 2006, 2010, 2013
- Published in Celebrating Art: 2011, 2012, 2013
- Kiwanis Art Contest, 1st place: 2013
- Advanced Placement Art courses & Gifted/Honors Classes
- Computing in the Modern World Award: 2012
- Teaches Spanish classes/Bible studies
- Biblical-education full time volunteer
- Freelance makeup artist
- Digital art creator and Etsy shop owner
References
Rubi Betancourt
Bilingual Medicare Qualifier
Quantum 3 Media
(704) 957- 3141
Leah Watts
Dermatology PA-C
Clarkesville Dermatology & Medical Associates
(706) 244-9926
Cindy Cantrell
Billing Representative
PruittHealth Pharmacy Services
(706) 621-9489
Katie Behunin
Training and Quality Manager
StubHub
(385) 258-5172
Timeline
Quality Assurance Analyst
StubHub
11.2021 - Current
Quality Assurance Analyst & Floor Support
QUANTUM 3 MEDIA
01.2021 - 11.2021
Bilingual Insurance Qualifier
QUANTUM 3 MEDIA
08.2020 - 01.2021
Referral Coordinator
CLARKESVILLE DERMATOLOGY AND MEDICAL ASSOCIATES
03.2018 - 08.2020
Billing Representative
PRUITTHEALTH PHARMACY
02.2015 - 03.2018
Bilingual Administrative Assistant
K&A TAX SERVICE LLC/ K&A REALTY GROUP/ NATIONWIDE INSURANCE
12.2013 - 12.2014
Piedmont College
08.2012 - 05.2013
High School Diploma -
Habersham Central High School
08.2009 - 05.2013