Eileen Guevara
Tonopah,AZ
Summary
Competent Quality Assurance Specialist with 6+ years of experience in the customer service and QA industry. Proven record of quality leadership in all facets of production, team performance and fulfillment or delivery. Strategic in planning, implementing and improving processes and standards which generate opportunities for sustainable company growth.
Overview
4
4
years of professional experience
Work History
Quality Assurance Specialist (REMOTE)
Millenium Software
Tempe, AZ
06.2023 - Current
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues
- Prepared reports to communicate results of quality inspection activities to management
- Trained new and fellow employees on quality documents, standard operating procedures, and quality forms
- Received company "Golden Standard" award for my commitment to improvement and contribution to multiple departments.
Quality Assurance Agent
RG Quality Cleaning Services
Avondale, AZ
01.2021 - 01.2023
- Checked production performance for compliance with process standards
- Contributed to customer script update that led to a 22% raise in customer satisfaction reviews
- Tracked findings, completed documentation and generated reports
- Helped maintain and organize quality-related data, including quality metrics, trends, and performance indicators
- Assisted in generating reports and presentations to communicate quality performance.
Customer Service Agent
Discover Finacial Services
12.2019 - 01.2021
- Successfully assisted over 80 customers a day via phone and email in a fast paced, call center environment
- Received employee of the month award 3 times during my tenure for my ability to deescalate intense customer interactions and quickly problem solve
- Met or exceeded call speed, accuracy and volume benchmarks on a consistent basis
- Led the team of agents in my department in quality assurance adherence.
Education
High School Diploma -
Springs Charter School
05-2019
Skills
- Performance Monitoring
- SQL
- Data Analytics
- Documentation and Reporting
- Team Collaboration
- Project Management
- Data Analysis
- Verbal and Written Communication
- Microsoft office
- Microsoft Teams
- CRM software
- Salesforce
- Spanish Fluency
Languages
Spanish
Native/ Bilingual
Timeline
Quality Assurance Specialist (REMOTE)
Millenium Software
06.2023 - Current
Quality Assurance Agent
RG Quality Cleaning Services
01.2021 - 01.2023
Customer Service Agent
Discover Finacial Services
12.2019 - 01.2021
High School Diploma -
Springs Charter School
Similar Profiles
Javon MentoreJavon Mentore
Head Summer Camp Counselor at Millenium DevelopmentHead Summer Camp Counselor at Millenium Development
Hanna MailleuxHanna Mailleux
Agent de service ASP at MilleniumAgent de service ASP at Millenium
Brandon RaxterBrandon Raxter
Flexo Press Associate at Millenium Print GroupFlexo Press Associate at Millenium Print Group
Martha TorresMartha Torres
Nurse associate at Banner Boswell Medical CenterNurse associate at Banner Boswell Medical Center
Lorenzo A PantojaLorenzo A Pantoja
Dewatering Technician at Palo Verde Nuclear Generating StationDewatering Technician at Palo Verde Nuclear Generating Station