Gabriela Estrada Hernandez
Phoenix,Az
Summary
Determined Quality Assurance Specialist with dedication to quality and accuracy. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills.
Overview
10
10
years of professional experience
Work History
Senior Quality Specialist
Uber Technologies Inc.
11.2021 - Current
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Analyzed quality and performance data to support operational decision-making.
- Monitored product standards and quality-control programs.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
- Fixed identified issues to increase productivity and boost workflows.
- Reported problems and concerns to management.
Quality Assurance Specialist
Uber Technologies Inc.
11.2019 - 11.2021
- Oversaw the auditing of text & phone based interactions for diferent teams within Uber
- Provided actionable feedback for agents to help in their development
- Ensured strict compliance on all program guidelines and policies, leading to a reduction in quality assurance errors
- Help in transitioning QA members to other lines of business
- Identified knowledge gaps and provided recommendations to all relevant stakeholders
- Created newsletters to communicate meeting recaps and error trends
Community Support Specialist
Uber Technologies Inc.
07.2018 - 11.2019
- Built and maintained healthy relationships with Driver from diverse backgrounds.
- Responsible for guaranteeing customer satisfaction by resolving driver pre-trip and post-trip, account and payment concerns.
- Actively listened to customers, handled concerns quickly and escalated major issues.
- Met customer call guidelines for service levels, handle time and productivity.
Mobile Sales Agent
TTec
11.2017 - 06.2018
- Sales through consultation
- Assist customers to select appropriate plan
- Maintain thorough and updated knowledge of plans and device offers
- Created new customer accounts
AEN Specialist
Tele Tech, Hyundai Blue Link
08.2015 - 11.2017
- Processed payment using debit and credit cards
- Supported callers with online billing and account inquiries
- In depth knowledge of Blue Link and in-vehicle systems
- Ran phone troubleshooting and configuration for in-vehicle systems
- Researched issues on various computer systems and databases to resolve customer concern and answer inquiries
- Part of the Jira Research Team
- In charge of reviewing and assigning tickets to other Jira members for customer follow up
- Served as a liaison between agents, supervisors and Blue Link engineers
- Built reports to track troubleshooting tickets.
Case Manager
Tele Tech, Hyundai Customer Care Center
01.2015 - 08.2015
- Maintained accurate and complete case notes on customer inquiries and concerns
- Ensured that all information on file is up to date and correct
- Reassigned cases due agent resignation, going on leave or vacation
- Assisted the Email Department answer customer inquires
- Reviewed documents to initiate reimbursement process
Education
Phoenix College
Phoenix, Arizona2010
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Gateway Community College
Phoenix, Arizona2007
HS Diploma - undefined
Metro Tech High School
Phoenix, Arizona2006
Skills
- Proficient in
- MS Office, Salesforce, Google Suite and Jira
- Ability to learn in a fast pace environment
- Able to handle high pressure situations
- Strong interpersonal and communication skills
- High attention to detail
- Can manage multiple tasks simultaneously
- Internal Audits
- Stakeholder Management
Timeline
Senior Quality Specialist
Uber Technologies Inc.
11.2021 - Current
Quality Assurance Specialist
Uber Technologies Inc.
11.2019 - 11.2021
Community Support Specialist
Uber Technologies Inc.
07.2018 - 11.2019
Mobile Sales Agent
TTec
11.2017 - 06.2018
AEN Specialist
Tele Tech, Hyundai Blue Link
08.2015 - 11.2017
Case Manager
Tele Tech, Hyundai Customer Care Center
01.2015 - 08.2015
Phoenix College
undefined
Gateway Community College
HS Diploma - undefined
Metro Tech High School
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