Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Maria Hernandez

Sebring,FL

Summary

Quality assurance professional with strong focus on monitoring and improving processes to ensure compliance and excellence. Skilled in data analysis, problem-solving, and implementing effective quality control measures. Known for fostering team collaboration, adapting to changing needs, and consistently achieving results through meticulous attention to detail and strong communication abilities.

Overview

11
11
years of professional experience

Work History

Quality Assurance Call Center Quality Monitor

Ecco Group USA
05.2023 - Current
  • Actively listen to both English and Spanish calls to ensure compliance regulations and privacy polices are followed.
  • Provide feedback to agents to help enhance customer satisfaction and identify areas of improvement,
  • Participate in bi-weekly calibration sessions with other Q/A specialist to maintain consistency in scoring and feedback delivery.
  • Monitored 15-20 inbound calls and email responses daily.
  • Score and evaluate customer service email interactions to identify errors, inconsistencies, and areas of improvement,
  • Analyze call data to identify patterns and trends in agent performance to focus on proper up training.

Customer Service Representative (Eyemed Vision)

Ecco Group USA
08.2022 - 05.2023
  • Handled customer inquires via email and phone by providing quick and effective answers to members questions.
  • Responded promptly to member inquires regarding vision benefits, booking appointments ,coverage details, provider locator list, ID cards, billing questions, and claims.
  • Assisted members and providers with submitting vision claims, verifying eligibility, and explaining claim status updates.
  • Managed high-stress situations effectively, resolved member complaints regarding claim denials and service issues.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Sales Manager/Sales Associate for SXM Radio

Ecco Group USA
09.2018 - 08.2022
  • Increased sales revenue by developing and implementing effective sales strategies.
  • Led a successful sales team by providing motivational coaching and performance-based incentives.
  • Managed and motivated a team of sales representatives, assigned leads, and provided ongoing weekly coaching's and feedback to identify areas of improvement.
  • Tracked key performance indicators like sales conversion rates, sales value, average handle time, and sales per hour.
  • Responsible for generating new customer subscriptions by contacting customers through phone calls and selling Sirius XM packages.

Shift Leader Manager

Firehouse Subs
08.2014 - 07.2019
  • Managed cash register operations and insured accurate transactions.
  • Opened and closed restaurant.
  • Trained new employees on restaurant procedures and standards.
  • Maintained cleanliness and sanitation standards throughout the restaurant.
  • Ensured food preparation and service during peak hours.
  • Took customer's orders.

Education

Associate of Arts - Business Administration

Broward College
Davie, FL
08-2023

Skills

  • Data entry/Data analysis
  • Excellent customer service skills
  • Strong leadership and management skills
  • Good problem-solving skills
  • Effective verbal and written communication skills
  • Customer service skills
  • Direct sales
  • Call center experience

Languages

English
Full Professional
Spanish
Native or Bilingual

Timeline

Quality Assurance Call Center Quality Monitor

Ecco Group USA
05.2023 - Current

Customer Service Representative (Eyemed Vision)

Ecco Group USA
08.2022 - 05.2023

Sales Manager/Sales Associate for SXM Radio

Ecco Group USA
09.2018 - 08.2022

Shift Leader Manager

Firehouse Subs
08.2014 - 07.2019

Associate of Arts - Business Administration

Broward College

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Maria Hernandez