Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Elizabeth Llorca

Metuchen,NJ

Summary

Experienced professional in call center environments with expertise in quality assurance and process optimization. Known for delivering insightful evaluations to drive continuous improvement and enhance customer interactions. Skilled collaborator able to adapt to evolving operational needs and promote team cohesion to achieve performance goals.

Overview

11
11
years of professional experience

Work History

Quality Assurance Specialist

Ashley Furniture Homestore
07.2024 - Current
  • Enhanced call center performance by implementing quality monitoring processes and providing feedback to agents.
  • Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement.
  • Conducted regular evaluations of agent interactions, ensuring consistency in delivering exceptional service.
  • Minimized customer complaints by proactively addressing potential issues through close monitoring of call metrics.
  • Facilitated regular calibration meetings with supervisors, aligning evaluation standards for consistent results throughout the team.
  • Streamlined reporting processes for increased efficiency in tracking key call center metrics and trends.
  • Supported the successful launch of new products or services by collaborating closely with other departments on training requirements and process updates.
  • Contributed to the development of training materials, ensuring new hires were well-equipped for success in their roles.
  • Participated in cross-functional projects aimed at improving overall business operations within the call center environment.

Guest Experience Tech Agent

Ashley Furniture HomeStore
05.2022 - 07.2024
  • Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
  • Managed , ensuring timely and effective service delivery.
  • Resolved customer complaints and issues to drive satisfaction and loyalty.
  • Oversaw the scheduling and dispatching of technicians, maximizing efficiency and minimizing delays in service delivery.
  • Completed billing for service vendors.
  • Provided customer service via phone, email, text, and live chat.
  • Collaborated with cross-functional teams to improve processes and enhance overall guest experience.

Customer Service Representative

LogistiCare
10.2019 - 03.2021
  • Booked non-emergency medical transportation for insurance plan members nationwide.
  • Managed 80-100 customer inquiries daily and resolved issues promptly and efficiently.
  • Provided exceptional service by actively listening to customer needs and finding solutions.

Social Media Manager

The Sights Set North Agency
06.2014 - 07.2019
  • Managed multiple social media platforms, ensuring a consistent brand voice and message.
  • Boosted engagement rates with the creation of compelling and visually appealing content.

Call Center Representative

PHE Inc.
01.2018 - 06.2019
  • Provided customer service support via phone, email, and chat.
  • Achieved consistently high sales numbers by effectively communicating product benefits to customers, consistently reaching Silver Olympian status.
  • Demonstrated excellent product knowledge and ability to address customer concerns promptly.
  • Proficient in using sales techniques to upsell and cross-sell products to customers.

Education

Some College (No Degree) -

Goucher College
Baltimore

Skills

  • Content creation
  • Teamwork and collaboration
  • Photo and video editing
  • Quality assurance
  • Data analysis
  • Mentoring and training
  • Call monitoring
  • Data entry proficiency
  • Exceptional communication
  • Leadership qualities
  • Guest complaint resolution
  • Staff training

Accomplishments

    Guest Experience Top Performer of 2024

Timeline

Quality Assurance Specialist

Ashley Furniture Homestore
07.2024 - Current

Guest Experience Tech Agent

Ashley Furniture HomeStore
05.2022 - 07.2024

Customer Service Representative

LogistiCare
10.2019 - 03.2021

Call Center Representative

PHE Inc.
01.2018 - 06.2019

Social Media Manager

The Sights Set North Agency
06.2014 - 07.2019

Some College (No Degree) -

Goucher College

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