Jose Matos Ng
WINTER HAVEN,FL
Summary
Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Bilingual Customer Service Representative
GEICO, Government Employees Insurance
Lakeland, FL
07.2024 - 09.2024
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
Quality Assurance Analyst
Teleperformance DR
Santo Domingo, Dominican Republic
01.2023 - 12.2023
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout QA process.
Supervisor of Operations
Teleperformance DR
Santo Domingo, Dominican Republic
11.2021 - 12.2022
- Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
- Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
- Adapted quickly to changing business needs, ensuring the operations team was always prepared for any shifts in demand or industry trends.
- Developed and implemented training programs for new hires, improving overall team productivity and performance.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Resolved conflicts between employees swiftly and professionally, maintaining a harmonious workplace atmosphere conducive to collaboration.
- Proactively identified potential problems before they escalated, addressing them swiftly and effectively to minimize negative impact on daily operations.
- Boosted employee morale by recognizing outstanding work efforts and providing regular opportunities for professional development.
- Acted as a liaison between upper management and staff members, effectively communicating expectations from both parties while addressing any concerns that arose during operations.
- Participated in recruitment efforts, interviewing potential candidates to ensure they were a good fit for the company culture and possessed necessary skills for success on the job.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Bilingual Customer Service Representative
Teleperformance DR
Santo Domingo, Dominican Republic
05.2021 - 11.2021
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Met all call quality standards and daily quotas for first-call resolution.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Contributed to a positive work environment by fostering collaboration and open communication among diverse team members.
- Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
Quality Management System Administrator
NDT INGENIERIA E INSPECCION
Santo Domingo, Dominican Republic
06.2020 - 04.2021
- Administered the company’s Quality Management System (QMS), including documentation control, change management, and compliance activities.
- Developed, implemented, and maintained QMS procedures, work instructions, and forms in accordance with ISO 9001.
- Managed document control processes, including document creation, revision, approval, and archiving, ensuring accuracy and accessibility of documentation.
- Conducted internal audits to assess compliance with QMS requirements and identify opportunities for improvement.
- Collaborated with cross-functional teams to drive continuous improvement initiatives and address non-conformities or corrective actions.
- Provided training and support to employees on QMS processes, procedures, and documentation requirements.
Digitizer
NDT INGENIERIA E INSPECCION
Santo Domingo, Dominican Republic
02.2017 - 06.2020
- Reduced turnaround time on digitization projects through the implementation of effective time management strategies and prioritization techniques.
- Provided feedback on internal tools and processes, assisting in the continuous improvement of the company''s digitization capabilities.
- Ensured data integrity by conducting thorough quality assurance checks before finalizing digital files for delivery to clients.
- Showcased exceptional attention to detail by identifying subtle discrepancies within digital files, ensuring client satisfaction with final deliverables.
- Enhanced digitization accuracy by meticulously reviewing and correcting raw data inputs.
- Developed detailed documentation of digitization procedures, ensuring consistent methodology across all projects.
- Collaborated with team members to achieve project deadlines and maintain high-quality outputs.
- Worked closely with clients to understand their specific needs, tailoring digitization processes accordingly for optimal results.
- Contributed to increased customer satisfaction rates by delivering accurate digital files within set timelines while adhering to client specifications.
- Trained new employees in the use of specialized digitization software and equipment, fostering a knowledgeable workforce.
- Diligently maintained records of completed projects and client communications in a centralized database system.
Education
High School Diploma -
PREPARA
Santo Domingo Este, Dominican Republic06.2016
Skills
- Fluent Bilingualism (Spanish-English)
- Call center experience
- Microsoft Office
- Calm and Professional Under Pressure
- Team Development
- Staff Evaluation
- Recruitment and hiring
- Mentoring and training
- Root Cause Analysis
Certification
- 0214 - Life Incl Variable Annuity 09/30/2024
- 2044 - Personal Lines Agent 07/25/2024
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Bilingual Customer Service Representative
GEICO, Government Employees Insurance
07.2024 - 09.2024
Quality Assurance Analyst
Teleperformance DR
01.2023 - 12.2023
Supervisor of Operations
Teleperformance DR
11.2021 - 12.2022
Bilingual Customer Service Representative
Teleperformance DR
05.2021 - 11.2021
Quality Management System Administrator
NDT INGENIERIA E INSPECCION
06.2020 - 04.2021
Digitizer
NDT INGENIERIA E INSPECCION
02.2017 - 06.2020
High School Diploma -
PREPARA