Hi, I’m
Bryana Arroyo
Quality Analyst
Corpus Christi,TX
Summary
Adept at enhancing customer satisfaction and call quality, I leveraged my expertise in call evaluation and active listening at Results Companies to significantly improve service standards. By providing targeted feedback and developing training, I played a key role in elevating agent performance and ensuring compliance, demonstrating both my dependability and adaptability.
Overview
10
years of professional experience
Work History
Results Companies
Call Quality Analyst
05.2016 - Current
Job overview
- Improved overall customer satisfaction by providing constructive feedback to call center agents.
- Conducted regular calibration sessions with client and supervisors to ensure consistency in evaluation standards and scoring methodologies.
- Developed comprehensive reports on agent performance, contributing to staff training and development initiatives.
- Ensured adherence to company policies and procedures during customer interactions, maintaining a high level of compliance within the call center.
- Enhanced call quality by monitoring and evaluating customer interactions with agents.
- Contributed to the design and delivery of agent training modules, focusing on critical skills such as active listening, empathy, and conflict resolution.
- Identified areas of improvement for agents through thorough analysis of recorded calls.
Results Companies
Call Center Representative
10.2014 - 05.2016
Job overview
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Education
Tuloso-Midway High SchoolCorpus Christi, TX
High School Diploma
05.2014
Skills
- Feedback Delivery
- Call Evaluation
- Customer Service
- Conflict Resolution
- Flexible and Adaptable
- Dependable and Responsible
- Calm Under Pressure
- Active Listening
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Native or Bilingual
Work Preference
Work Type
Full TimeLocation Preference
RemoteOn-SiteHybridImportant To Me
Work-life balanceCompany CultureHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leaveFlexible work hoursCareer advancementPersonal development programsTimeline
Call Quality Analyst
Results Companies
05.2016 - Current
Call Center Representative
Results Companies
10.2014 - 05.2016
Tuloso-Midway High School
High School Diploma
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