Irene Hurtado
Murfreesboro,TN
Summary
Integrated Quality Assurance, Project Management, Order Process Management, Customer Service, and Sales Experience to drive success. Always prioritize cohesive teamwork, fostering collaboration and skill diversity to tackle complex projects efficiently. 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 consulting services for customers. Quality Assurance Analyst with experience in detailed technical specifications. Offers collaborative style and has outstanding communication skills. Expertise in test reporting and defect resolution.
Overview
15
15
years of professional experience
Work History
Customer Service Representative for Call Center
MINDLANCE
12.2022 - 01.2024
- Outsource work for ICU Medical
- Contract Ended and references available upon request
- Handled multi-line switchboard system, redirect phone calls to appropriate personnel, relayed messages and warm transfers
- Prepare sales orders, COA, COO, COC, and packing slips, and invoices.
- Correspondences through chat, 20 to 30 emails a day, and answering phones.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Managed 30-90 high call volumes while providing exceptional customer support and maintaining professional composure and processed orders received through EDI
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Attended telephone skills and program information training sessions to boost aptitude.
- Processed debit and credit card and electronic check payments.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Sales Associate
PREMIUM RETAIL
08.2022 - 11.2022
- Independently executed sales for cell phones for new lines and prepaid devices
- Upgraded for T-mobile, Verizon, and AT&T and added new lines
- Meet the assigned sales quota for sales in accessories, Apple watches, Apple products
- Setup devices for clients and transferred over data from one cell phone to another
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Maximized profitability with strategic up selling techniques during one-on-one interactions with 5 -10 clients per day at the point of purchase.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Managed efficient cash register operations.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
Sales and Marketing Specialist
GSI EXIM AMERICA INC.
2021.08 - 2022.07
- Independently generate business opportunities with b2b clients;
- Have proficient market and GSI product knowledge and overall be accountable for sales functions
- Sales report submissions, sales activities updates, regular and timely internal/external communications
- Presenting presentations to the customers, created cost increase letters, established close relations with the customer.
- Established strong relationships with clients through exceptional customer service and communication skills.
- Managed key account relationships, resulting in increased repeat business and long-term loyalty among clients.
- Implemented CRM systems for improved lead tracking and follow-up processes, resulting in more efficient sales operations.
- Attended monthly sales meetings and quarterly sales trainings.
Operations, Quality Assurance, Customer Support
Mayekawa USA
01.2012 - 04.2021
- Negotiate parts and equipment pricing, project timeline, establish meeting with clients to close deals worth $150-$350,000 part packages
- Confer between Sales reps, executives in Japan, report to COO and US executives
- Executed any issues or questions
- Maintained point of contact between Japan, sales reps, and COO/CEO
- Review customer specifications to identify technical requirements through various applications, estimating, and handling project
- Created a market and business plan for sales products (Automated robotic deboning food machinery), assisted in selling 12 Machines
- Assisted in developing company-wide quality assurance standards to ensure consistency across all projects undertaken by the organization.
- Maintained effective solutions for customer support, point of contact between sales reps, and Japan Executives and US Management
- Overseeing 5 projects and programs related to Foundation initiatives, including the development of project plans, strategic planning, and logistic planning for events
- Confer with upper management, staff, users, and vendors to discuss defective or unacceptable goods or services and determining a solution
- Supported the contract clearance process by reviewing, negotiating, and finalizing contracts
- Collaborated with cross-functional teams to develop customized solutions, tailored to meet specific client needs.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
- Evaluated new tools and techniques to stay current on market trends, incorporating innovative approaches into the QA process when applicable.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
- Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of product development at the manufacturing plant.
Sales & Marketing Specialist
Mayekawa USA
2012.12 - 2017.01
- Create plans for advertising, building relationships with marketing suppliers, developing and maintaining sales proposals, publishing press releases to newspaper companies, and newsletters
- Writing and maintaining content and providing monthly updates to the company website
- Prepare purchase orders, solicit proposals/quotes, sales orders, receive items and ship items, Confer with staff, users, and vendors to discuss defective or unacceptable goods or services and determining a solution
- Prepare excel spreadsheet for inventory and manage the inventory in the accounting system.
- Exceeded quarterly sales targets consistently, contributing significantly to overall company performance. Sold a $350,000 parts package
- Implemented CRM systems for improved lead tracking and follow-up processes, resulting in more efficient sales operations.
- Created informative product presentations and conducted training sessions for both internal staff and external partners.
- Planned meetings and trade shows by developing schedules, establishing contacts and coordinating mailing lists.
- Negotiated prices, terms of sales and service agreements.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
Executive Administrative Assistant-Corporate Administration
Mayekawa USA
10.2008 - 12.2012
- Confer between Sales reps, executives in Japan, report to COO and US executives
- Execute any issues or questions
- Handled National office leases & Vehicle leases agreements across 12 offices around the states, answered Phones, Clerical, and assisted IT with computer configuration and Poly-com configuration, Created Purchase orders, sales orders, packing, invoices, and received items
- Managed, coordinated, consolidated and negotiated rates for all Corporate accounts nationwide, reviewed Cisco contracts for the in house phones, monitored all apartment leases and office leases and reviewed the contract lease terms, all for cost savings plan, set up emails for all employees, booked meetings, events and travel
- Assisted with approving all corporate purchases/ CAPEX items (For all items to be purchased within the company)
- Assisted in managing the corporate debit card and utilization within the company
- Established close relationships with National HR manager, National IT manager, CFO, and COO of the company. Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time. Handled all car accident insurance claims
- Supported human resources initiatives by coordinating interviews and assisting with new hire orientations.
- Coordinated and booked airfare, hotel and ground transportation and prepared itinerary to facilitate successful trips.
- Coordinated complex annual meeting involving multiple presenters, high number of global attendees and robust budget encompassing livestream production, remote location arrangements and senior executive accommodations.
- Transcribed meeting minutes to support sales, business development and senior management teams.
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
- Assisted in the development of presentations, effectively conveying crucial information to upper management.
Education
Some College (No Degree) - Business Management
University of Phoenix Axia College
ChicagoTraining Completion -
Youth Service Project Management-Depaul University
Chicago, IL10.2005
GED -
Lakeview High School
Chicago, IL03.2003
Skills
- Bilingual (English and Japanese)
- Completed an E- business Training -Youth Service Project management (Microsoft, Google Suites, Project Management)
- Cash handling skills, Data Entry, Clerical, chat, email, answering customer calls, customer service
- Proficient in Microsoft Office,Word, Excel, Power Point, Outlook, Windows, Quick books, Internet, Vantage, Epicor accounting system, AS400, Video editing, Constant contact, Trade shows, Sales Force, Microsoft 365, SaP, Oracle, Webex, Sales Force, Zoom, Cisco Finesse, Google Suites,PDF rewriter, Microsoft Teams, digital marketing
- Total of 8 years purchasing experience, 18 years of customer service Experience Project management – 5 years experience
- 6 years of Sales, and marketing through website and social media, Article Writing and Press release launches
- Publisher on Medium, evaluation of contracts, problem solving
- Quality Assurance, Data Analysis
- Cross-Functional Team Collaboration
- Customer Service
- Quality Processes
Timeline
Customer Service Representative for Call Center
MINDLANCE
12.2022 - 01.2024
Sales Associate
PREMIUM RETAIL
08.2022 - 11.2022
Sales and Marketing Specialist
GSI EXIM AMERICA INC.
2021.08 - 2022.07
Sales & Marketing Specialist
Mayekawa USA
2012.12 - 2017.01
Operations, Quality Assurance, Customer Support
Mayekawa USA
01.2012 - 04.2021
Executive Administrative Assistant-Corporate Administration
Mayekawa USA
10.2008 - 12.2012
Some College (No Degree) - Business Management
University of Phoenix Axia College
Training Completion -
Youth Service Project Management-Depaul University
GED -
Lakeview High School