Dawn Perez
San Antonio,TX
Summary
Detail-oriented Quality Analyst with extensive knowledge of grading and improving quality workflow with excellent communication skills, knowledgeable expertise, and analytical insight. Dynamic individual with proven history of innovative and effective service and support. Committed to accurate and detailed research.
Overview
8
8
years of professional experience
Work History
Quality Analyst - Afterpay
TaskUs
San Antonio, TX
02.2019 - Current
- Ensured over 100 grades were completed and tracked efficiently while maintaining precision to consistently meet weekly deadlines
- Aligned campaign objectives and KPIs across all teams, developed performance measurement plans, and recommended campaign optimization
- Maintained consistent communication with leadership teams and client to manage customer service quality by monitoring performances and assessing metrics to achieve set goals
Customer Support/Merchant Support - DoorDash/PAX
TaskUs
09.2018 - 02.2019
- Assisted merchants and customers effectively by applying knowledgeable information in a professional manner
- Provided exceptional customer support in real time via chat and email
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Apple - iOS/Mac Tech Support
Volt
San Antonio, TX
11.2016 - 11.2017
- Troubleshooted and diagnosed problems to accurately resolve wide range of technical issues
- Averaged over 60 calls per day regarding phone and computer support while maintaining high customer satisfaction ratings
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Broke down and evaluated user problems, using tools, personal expertise, and probing questions
Forklift Operator
HEB Warehouse
San Antonio, TX
08.2010 - 12.2013
- Supervised new hires and established positive and productive workflow
- Unloaded and stacked costly materials carefully by expertly utilizing lifting devices
- Unloaded materials and goods at designated locations for best project availability
Education
High School Diploma -
Harlandale High School
San Antonio, TX05.2007
Skills
- Great Written and Oral Communication Skills
- Quantitative and Qualitative Analysis
- Knowledgeable and Adaptable
- Computer Proficiency
- Team Collaboration
- Goal Oriented
Timeline
Quality Analyst - Afterpay
TaskUs
02.2019 - Current
Customer Support/Merchant Support - DoorDash/PAX
TaskUs
09.2018 - 02.2019
Apple - iOS/Mac Tech Support
Volt
11.2016 - 11.2017
Forklift Operator
HEB Warehouse
08.2010 - 12.2013
High School Diploma -
Harlandale High School
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