Debbie Nieves
Palm Coast,FL
Summary
Experienced: Customer service professional with 17+ years in call centers Efficient: Adept at handling numerous calls daily, while consistently resolving customer issues in a timely manner Bilingual: English – Native; Spanish – Conversational; Able to provide clear customer service in both languages
Quality assurance professional known for high standards and consistent results. Extensive experience in identifying and resolving quality issues to maintain top-tier product standards. Reliable team player with focus on collaboration and adapting to evolving project needs. Proficient in quality control processes and detail-oriented analysis.
Overview
30
30
years of professional experience
Work History
Quality Assurance Specialist
Magellan Solutions Usa
02.2022 - Current
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Optimized workflow efficiency by introducing automation tools into the QA process where appropriate.
Quality Assurance Rep
Palm Coast Data
01.2006 - 01.2022
- Responsible for ensuring quality assurance compliance according to PCD standards for all divisions within customer service
- Identified reps needing additional training and/or not adhering to department policies and reports to management
- Also increased representative efficiency, motivation, and retention by providing them with positive, constructive feedback and continuous support
Customer Service Rep
Palm Coast Data
01.2006 - 01.2022
- Answer inbound calls in support of customer needs
- Perform queries in multiple databases
- Work with customers in English and Spanish in the development of new subscriptions, problem solving and providing detailed information on new products
Executive Secretary
JP Morgan Chase Bank
01.1995 - 01.1999
- Provided secretarial support for the Vice-President of the credit card dept
Education
Associates Degree - Paralegal Studies
Everest University
Orlando, FL10.2013
Academic Diploma -
Forest Hills H.S.
Forest Hills, NY06.1982
Skills
- Microsoft Word
- Excel
- PowerPoint
- Outlook Express
- Spanish
- Detail Oriented
- Quality Assurance
- Problem-solving skills
- Analytical Thinking
- Decision-Making
- Team Collaboration
Qualifications Summary
Customer service professional with 17+ years in call centers, Adept at handling numerous calls daily, while consistently resolving customer issues in a timely manner, English – Native; Spanish – Conversational; Able to provide clear customer service in both languages
Languages
Spanish
Full Professional
Timeline
Quality Assurance Specialist
Magellan Solutions Usa
02.2022 - Current
Quality Assurance Rep
Palm Coast Data
01.2006 - 01.2022
Customer Service Rep
Palm Coast Data
01.2006 - 01.2022
Executive Secretary
JP Morgan Chase Bank
01.1995 - 01.1999
Academic Diploma -
Forest Hills H.S.
Associates Degree - Paralegal Studies
Everest University
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