David Polanco

• Conducted training sessions for new-hire employees, ensuring that they understand the company's quality expectations and standards.
• Conducted training for new projects to ensure employees understood the quality expectations and standards specific to each initiative.
• Providing comprehensive training during the process of onboarding new quality assurance analysts.
• Conducted calibration sessions to ensure all analysts consistently aligned with the company's expectations in their evaluations.
• Filled in for new hire training when the designated trainer called in sick.
• Evaluated quality assurance analysts through one-on-one feedback sessions.
• Conducted one-on-one evaluation feedback sessions with employees.
• Coordinated communication among project teams concerning product quality issues and suggestions.
• Documented scenarios and procedures for use in future projects.
• Contributed to the creation and ongoing updates of the quality assurance guidance sheet.
• Evaluated supervisors on escalated interactions and provided feedback in a group meeting setting via Zoom.
• Evaluated and analyzed employee resources to confirm accuracy and identify potential improvements.

• Resolved customer inquiries, complaints, and issues, providing insightful solutions.
• Researched assistance requested and offered accurate information to resolve issues and respond to inquiries.
• Answered inbound calls to greet and assist customers with various needs and questions.
• Documented detailed notes in the CRM system to track customer interactions.
• Assisted with floor coverage as a floor walker by addressing other representatives' questions and taking escalated calls.
• Assisted with New Hire Phase II training.

• Assisted callers interested in purchasing event tickets with a high regard for customer satisfaction.
• Able to satisfy customers as a result of understanding their needs.
• Assisted with floor coverage as a floor walker by addressing other representatives' questions and taking escalated calls.
• Assisted with New Hire Phase II training.
• Assisted sales supervisors with special projects and duties.

· Conducted one-on-one evaluation feedback sessions with employees

· Facilitated communication between project teams regarding product quality concerns and recommendations

· Conducted New Hire Training

· Revised data entered by representatives and ensured accuracy

• Resolved customer inquiries, complaints, and issues, providing insightful solutions.
• Researched assistance requested and offered accurate information to resolve issues and respond to inquiries.
• Answered inbound calls to greet and assist customers with various needs and questions.
• Documented detailed notes in the CRM system to track customer interactions.