Miguel Arriola
Buckeye,AZ
Summary
In-depth Quality Assurance Specialist with success in prioritization and multitasking. Exceptional communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures.
Overview
7
7
years of professional experience
Work History
Quality Assurance Specialist
Maximus
04.2021 - Current
- Achieved timely resolution of non-conformance issues by implementing corrective action plans and working closely with relevant departments.
- Improved product quality by implementing rigorous testing procedures and identifying areas for improvement.
- Maintained knowledge of industry best practices and evolving technologies, staying ahead of emerging quality assurance trends.
- Streamlined the documentation process, ensuring adherence to industry standards and regulatory requirements.
- Conducted thorough audits of manufacturing processes, resulting in increased efficiency and reduced defects.
- Utilized root cause analysis techniques to identify underlying issues contributing to product defects or customer complaints.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Promoted adherence to quality standards by educating personnel on quality control.
- Managed approximately 10 to 15 agents a day.
- Listened and graded approximately 150 to 200 calls per month.
Customer Service Representative
ChargePoint
01.2020 - 07.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered approximately 30-40 calls a day.
- Answered a constant flow of customer calls with minimal wait times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
Customer Service Representative
Lexington Law firm
01.2018 - 07.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Clarified customer issues and determined the root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Answered approximately 40 to 100 calls a day depending on call volume.
Education
Communications -
Southern New Hampshire University
Manchester, NH05.2026
Business -
Estrella Mountain Community College
Glendale, AZ12.2015
Skills
- Excellent communication skills
- Customer service expertise
- Quality assurance and control skills
- Strong attention to detail
- Customer service
- Communication skills
- Time management
- Microsoft excel
- Documentation review
- Microsoft word
- Bilingual
- Leadership
- Microsoft office
- Quality assurance
- Analysis skills
Languages
English
Native or Bilingual
Spanish
Full Professional
Timeline
Quality Assurance Specialist
Maximus
04.2021 - Current
Customer Service Representative
ChargePoint
01.2020 - 07.2024
Customer Service Representative
Lexington Law firm
01.2018 - 07.2024
Communications -
Southern New Hampshire University
Business -
Estrella Mountain Community College