Christy A Guzman
Summary
Interested in offering a support role and committed to being dependable as a subject matter expert in all tasks assigned. Ready to use my questioning skills to acquire important details for enhancements and problem solving.
Overview
12
12
years of professional experience
Work History
Quality Assurance Analyst
Fresenius Medical Care
11.2018 - Current
- Mentor and coach agents and team members
- Participate in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Report progress, test metrics and results to project stakeholders.
- Maintain comprehensive knowledge of policies, regulations and standards, ensuring compliance throughout the QA process.
- Act as a liaison between the QA team and other departments such as Training, Customer Support, and Operations, ensuring effective communication throughout all stages of the project lifecycle.
- Advocate quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of the department
- Conduct training sessions for new hire QA analysts, enhancing their skills and knowledge of industry best practices.
- Identify and document discrepancies between expected and actual outcomes, contributing to overall quality improvement.
Call Quality Specialist
Ryerson Inc.
03.2016 - 11.2018
- Review Sales calls for accuracy, best industry service with emphasis on maximizing opportunities
- Concentrated on providing management with insight into call drivers, sales representative execution, customer reactions to market changes and promotions
- Provide awareness and delivered recommendations to management and agents to improve customer service, customer loyalty, and retention
- Established positive relationships with agents and supervisors, promoting open communication channels for ongoing support and collaboration.
QA Analyst
Samsung
09.2012 - 03.2016
- Performed operations QA and vendor management including developing and implementing QA policy and procedures
- Developed Train the Trainer procedures for external vendors in Dallas, Colorado, Manilla and Dominican Republic.
- Streamlined QA processes for improved learning and decreased new hire training timeline from 6 weeks to 4 1/2 weeks.
- Briefed internal and external management teams with QA department performance and contact center agent performance
- Collaborated with cross-functional teams to ensure seamless integration of new features and procedures.
Education
Bachelor of Science - Business-Management
University of Phoenix
Dallas, TX01.2010
Skills
- Languages - Bilingual (English / Spanish)
- Excellent communication skills able to discuss complex transactions with others and make recommendations to resolve questions and issues
- Subject matter expert Understand quality assurance from both an agent and business perspective Strong understanding of processes and standards
- Able to observe, analyze, evaluate English and Spanish transactions, Email, Chat interactions, and correspondence
- Oversaw Vendor Quality departments with a strong focus on key performance indicators and metrics to all policies and processes
- Supported 3rd party vendors with developing proactive changes including long term and short term improvement goals as well as problem solving internal challenges
- Recruiting - Assisted HR with recruitment, interviewing and skills assessments of Bilingual candidates
- Proficient in developing, preparing, and execution of content, checklists, policies and processes Experienced with check for understanding, questioning and debriefing
- Team Player Adaptable Friendly Highly organized Positive attitude Dependable Strong time management skills Able to work with minimal supervision and willing to work flexible shifts
- Experienced with troubleshooting and supporting various work related software Creating IT and support tickets/cases
- Proficient in Microsoft Suite: Word, Excel and Power Point Canva, Share Point
Languages
Bilingual (English / Spanish)
Timeline
Quality Assurance Analyst
Fresenius Medical Care
11.2018 - Current
Call Quality Specialist
Ryerson Inc.
03.2016 - 11.2018
QA Analyst
Samsung
09.2012 - 03.2016
Bachelor of Science - Business-Management
University of Phoenix
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