Nimer Martinez
Miami,FL
Summary
Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans and scripts. Dedicated to analyzing and resolving defects.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Quality Analyst
Opticall
06.2018 - 08.2023
- Audit video calls for quality purposes.
- Communicated between product owners and developers to clarify features.
- Created test cases and automation scripts.
- Create action plans to improve agent's performance.
- Find and report trends and areas of opportunity
- Create action plans to improve internal processes.
- Send weekly and monthly reports to the site manager and operations manager.
Technical Support Representative
Concentrix
09.2017 - 06.2018
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Assisting customers(English-Spanish) through phone calls to restore and/or install Windows operating system (Windows 8, 10, and troubleshoot apps from Windows and third-party apps running in Windows environment.
Customer Service Associate
SITEL Worldwide
11.2016 - 09.2017
- Helped over 120 customers per day.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Assisted customers, regarding online banking, and clearing out on-hold payments.
Education
No Degree - Marketing
UDM
Managua NicaraguaSkills
- Work Delegation
- Windows environments
- Basic knowledge excel
- Documentation Skills
Accomplishments
- Developed database on Microsoft Excel for reporting purposes.
- Achieved my promotion from QA agent to senior QA by completing my tasks with accuracy and efficiency.
- Led weekly meetings with the operations manager.
- Resolved product issues through consumer testing.
- Supervised a team of five staff members.
- Decreased customer dissatisfaction after the QA site was revamped.
Certification
- Certified technician, Opticall BPO
- CQT - Certified Quality Technician
Additional Information
I want to apply my experience in a friendly and professional environment in order to grow into greater levels of professionalism.
Languages
English
Professional Working
Spanish
Native or Bilingual
Timeline
Senior Quality Analyst
Opticall
06.2018 - 08.2023
Technical Support Representative
Concentrix
09.2017 - 06.2018
Customer Service Associate
SITEL Worldwide
11.2016 - 09.2017
No Degree - Marketing
UDM
- Certified technician, Opticall BPO
- CQT - Certified Quality Technician
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