Fabiola Gonzalez
Orlando,FL
Summary
Self-motivated Quality Assurance Analyst with outstanding oral and written communication skills. Extensive knowledge in computer software development. Solid background performing quality assurance testing and consultative services for customers. Experienced in customer service in person and on the phones, which helps me exceed in my current position.
Overview
6
6
years of professional experience
Work History
Quality Assurance Analyst
BPA Quality International
Orlando, FL
02.2021 - Current
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
- Recorded and organized test data for report generation and analysis.
- Conducted data review and followed standard practices to find solutions.
- Monitored inbound and outbound calls made by numerous employees to provide constructive feedback.
- Administered several internal surveys and tabulated results to increase visibility.
- Developed and maintained quality assurance procedure documentation.
Customer Service Representative
Conduent
Ocoee, FL
10.2018 - 01.2021
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Entered customer interaction details in system to track requests, document problems and record solutions offered
- Responded to customer requests for products, services and company information
- Provided primary customer support to internal and external customers in fast-paced environment
- Determined root causes of issues and solved diverse problems
- Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment
- Educated customers on product and service details and information
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
Sales Associate
Universal Orlando
Orlando, FL
02.2018 - 03.2019
- Completed seasonal windows, dressed mannequins and arranged in-store displays to showcase available products
- Updated pricing and signage to complete product displays and educate customers
- Greeted, serviced and thanked all customers
- Merchandised new stock to appeal to customers, grab attention and drive sales
- Answered customer questions regarding store merchandise, department information and pricing
- Processed POS transactions, including cash, credit card purchases, and refunds
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Counted cash in register drawer at beginning of shift
Sales Associate
Underground By Journey's
Ocoee, FL
06.2017 - 02.2018
- Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral
- Maintained organized, presentable merchandise to drive continuous sales
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
- Educated customers on promotions to enhance sales
- Answered customer questions regarding sizing and accessories and explained how to properly care for merchandise
- Prepared merchandise for sales floor by pricing or tagging
- Processed product returns and assisted customers with other selections
- Used POS system to enter orders, process payments, and issue receipts
Education
High School Diploma -
Ocoee High School
Ocoee, FL05.2017
Skills
- Interpersonal skills
- Creative problem solving
- Computer proficient
- Data entry
- Money handling abilities
- Quick learner
- MS Office proficiency
- Professional telephone demeanor
- Good listening skills
- Exceptional customer service
- Adapt to diverse groups
- Multi-tasking strength
- Communication skills
Timeline
Quality Assurance Analyst
BPA Quality International
02.2021 - Current
Customer Service Representative
Conduent
10.2018 - 01.2021
Sales Associate
Universal Orlando
02.2018 - 03.2019
Sales Associate
Underground By Journey's
06.2017 - 02.2018
High School Diploma -
Ocoee High School
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