Katherine Velazquez
Massillon,OH
Overview
13
13
years of professional experience
1
1
Certification
Work History
Quality Specialist
Concora Credit
Akron, OH
02.2025 - 08.2025
- Monitored and evaluated agent/customer interactions for compliance and quality.
- Provided individual and group coaching sessions to enhance team performance.
- Partnered with operations and external agencies to standardize scoring and expectations.
- Analyzed data trends to identify business risks and improve customer experience.
- Assisted management with policy implementation and updates.
Bilingual Quality Assurance Analyst
Tranzact
Canton, OH
10.2018 - 12.2020
- Conducted audits of sales and enrollment processes, ensuring compliance and accuracy.
- Reported findings clearly and implemented feedback to improve performance.
- Maintained comprehensive knowledge of products and compliance requirements.
- Adapted to changing priorities while maintaining quality and productivity.
Bilingual Supervisor/Translator
Express Packaging
New Comerstown, OH
01.2016 - 01.2018
- Supervised, trained, and coached employees, including Spanish-speaking staff.
- Managed machinery line assignments to maximize productivity and minimize downtime.
- Translated during interviews and staff meetings.
- Ensured compliance with company policies, OSHA, and safety regulations.
Customer Service Representative
PCCW Teleservices
Dover, OH
01.2013 - 01.2015
- Handled 50+ calls daily, assisting clients with troubleshooting and appointment scheduling.
- Provided bilingual support (Spanish/English).
- Managed clerical duties, including email, calendars, and office systems.
- Substituted as front desk receptionist and demonstrated strong problem-solving skills.
- Gap between roles due to school and caregiving responsibilities.
Education
High School Diploma - undefined
New Philadelphia High School
Psychology
Kent State University – Tuscarawas
Skills
- Quality control and compliance
- Coaching expertise
- Multilingual communication
- Data interpretation
- Customer support
Certification
Minimal Risk Research on Human Subjects, Social and Behavioral Research
Skills & Languages
Spanish (Fluent)
English (Fluent)
Portuguese (Basic)
Timeline
Quality Specialist
Concora Credit
02.2025 - 08.2025
Bilingual Quality Assurance Analyst
Tranzact
10.2018 - 12.2020
Bilingual Supervisor/Translator
Express Packaging
01.2016 - 01.2018
Customer Service Representative
PCCW Teleservices
01.2013 - 01.2015
High School Diploma - undefined
New Philadelphia High School
Psychology
Kent State University – Tuscarawas