Ena Quezada
Franklin,TN
Summary
Self-motivated, customer service and results driven professional, with a history of meeting and exceeding company needs. Able to learn quickly, work well under pressure and adapt as needed in different environments. Core competencies include: management, employee training, communication and quality assurance.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Quality Assurance Analyst
Evolent Health
Arlington, Virginia
2022.05 - Current
- Analyzed customer service calls to identify areas of improvement and provide feedback to agents. These calls include member benefits, claims status, appeal status, prior authorization request, etc
- Maintained detailed records of call center performance and provided reports to management.
- Provided coaching and guidance to call center representatives as needed.
- Attend monthly calibrations
- Provided QA training to new hires
- Create weekly infographic canvas with the QA guidelines
- Create monthly infographic with QA numbers.
- Assisted other members of the QA team in identifying areas for improvement in processes and procedures.
QA Associate
MONAT CORP.
Miami, Florida
2020.09 - 2022.05
- Evaluated interactions, including emails, phone calls and chats, in both English and Spanish, to assure quality of the interactions
- Complete audits and reports when needed
- Work hand and hand with our BPOs to ensure they perform according to our guidelines
- Coordinated and facilitated calibrations
- Provide weekly feedback to supervisors
- Create monthly QA knowledge check
- Design evaluations forms to gather insights
- Create infographic canvas with the QA guidelines.
QA Analyst
Road America
Miami, Florida
2020.03 - 2020.09
- Evaluated calls to assure quality and provide individual feedback, complete reports, help with new additions to the QA guidelines of the company.
Supervisor
STARTEK
Tegucigalpa, Honduras
2017.01 - 2019.09
- Managed and coached a team of sixteen
- Completed daily reports that included service, progress and call service totals
- Handled other ad hoc tasks and projects.
Quality Advocate
STARTEK
Tegucigalpa, Honduras
2018.10
- Evaluated calls to assure quality and provided individual feedback for process improvement
- Provided performance reports to management
- Help in onboarding and training new employees.
Customer Service Representative
STARTEK
Tegucigalpa, Honduras
2017.01
- Provided customer assistance to clients including Walmart Family Mobile, T-Mobile and Xfinity Mobile.
Education
General Courses Completed -
Universidad Nacional Autonoma Honduras
11.2016
High School Diploma Completed -
Instituto Salesiano Maria Auxiliadora
11.2012
Skills
- Microsoft Office (Word, Excel, Powerpoint, Outlook)
- Problem-Solving
- Attention to Detail
- Active Listening
- Task Prioritization
- Trend Analysis
- Conflict Resolution
- Team Collaboration
- Report Analysis
- Call Monitoring
- Fluent in Spanish
- Customer Service
- Management
- Data Analysis
- Graphic Desing
Certification
- Six Sigma Foundations-Course completed on 10/2/23 (Linkedin Course)
Timeline
Quality Assurance Analyst
Evolent Health
2022.05 - Current
QA Associate
MONAT CORP.
2020.09 - 2022.05
QA Analyst
Road America
2020.03 - 2020.09
Quality Advocate
STARTEK
2018.10
Supervisor
STARTEK
2017.01 - 2019.09
Customer Service Representative
STARTEK
2017.01
General Courses Completed -
Universidad Nacional Autonoma Honduras
High School Diploma Completed -
Instituto Salesiano Maria Auxiliadora