Kenia Madera
New York,NY
Summary
To be able to express and develop my professional skills in a business environment where I can grow as a person as well as help with the further development of the company. 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
15
15
years of professional experience
Work History
Quality Assurance Specialist/Supervisor/Data Analyst
LOCUS TELECOMMUNICATIONS, INC.
Fort Lee, New Jersey
08.2008 - 01.2021
- Responsible for supervising over 70 Customer Service Representatives and assisting the Manager in the day-to-day operations of the call center
- Assist call center Manager in overseeing Calling Cards Department, PCS Department, and E-Commerce
- Provide a wide range of administrative support to Sr
- Manager & Director for internal & external activities
- Manage projects and tasks delegated and ensured completion on given due date
- Assist in the training, coaching and ongoing development of the call center staff
- Communicate effectively with dealers and distributors nationally to ensure product control
- Handle incoming correspondence, to include traditional mail, electronic mail and fax correspondence
- Accurately consider, process and/or escalate product/service refund requests as warranted.
- Improved product quality by implementing rigorous testing procedures and identifying areas for improvement.
- Conducted thorough audits of manufacturing processes, resulting in increased efficiency and reduced defects.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Developed comprehensive test plans to validate product functionality and performance in various operating conditions.
- Analyzed data from product testing, identifying trends and opportunities for improvement in both design and production processes.
- Performed risk assessments on potential new projects, helping management make informed decisions about resource allocation and project priorities.
- Analyzed quality and performance data to support operational decision-making.
- Fixed identified issues to improve workflows.
- Performed standard first article inspections and random sampling inspections to verify adherence to customer standards.
Order Desk Specialist/Customer Service Representative
LOCUS TELECOMMUNICATIONS, INC.
Fort Lee, New Jersey
09.2006 - 04.2008
- Provided administrative support in fast paced environment to Senior Manager
- Processed orders via e-mail and/or over the phone for clients nationwide and internationally
- Processed various sales reports for a multimillion-dollar company with the ability to meet deadlines
- Responded to escalated dealer and customer complaints via phone, email, and letters
- Reported to corporate inquiries via e-mail and over the phone promptly and accurately.
PCS Customer Service Representative/Trainer
LOCUS TELECOMMUNICATIONS, INC.
Fort Lee, New Jersey
03.2006 - 09.2006
- Assisted with PCS and Calling Card Departmental Order Desk operations
- Maintained client Personal Communication Systems (PCS & Calling Card) using various carrier databases/applications
- Ensured all PCS order desk assignments were completed within the time frames allotted
- Prepared and submitted daily PCS order desk reports to internal and corporate counterparts
- Assisted with the training and/or re-training of new and/or existing order desk staff members.
- Trained and mentored [Number] new personnel hired to fulfill various roles.
Education
Business Administration BA -
Monroe College
Bronx, NYSkills
- Fluent in verbal and written English and Spanish
- Proficient in Microsoft Suite, One Note, IC Verify/Web Authorize
- Well Organized
- Able to work with and without supervision
- Leadership and Multitasking Skills in fast paced environments
- Excellent Communication Skill
- Data Analysis
- Test Planning
Interest
Currently a proud sponsor of a Philippine child through Children’s International.
Languages
Spanish
Professional Working
Timeline
Quality Assurance Specialist/Supervisor/Data Analyst
LOCUS TELECOMMUNICATIONS, INC.
08.2008 - 01.2021
Order Desk Specialist/Customer Service Representative
LOCUS TELECOMMUNICATIONS, INC.
09.2006 - 04.2008
PCS Customer Service Representative/Trainer
LOCUS TELECOMMUNICATIONS, INC.
03.2006 - 09.2006
Business Administration BA -
Monroe College