Paula Andrea Andrea Zapata
Port Orange,FL
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
27
27
years of professional experience
Work History
Quality Assurance Specialist
SmartContact
05.2020 - Current
- - Utilized Five9 Quality Management to monitor and evaluate agent calls, adherence to scripts and screen activity for performance improvement.
- - Created and applied custom evaluation forms to ensure consistent and objective scoring across the team.
- - Provided targeted coaching based on QA insights to enhance agent performance and customer satisfaction.
- - Analyzed interaction data using Five9 QM to identify trends, compliance issues, and training opportunities.
- - Evaluated agent calls to develop methods and procedures for improving performance metrics.
- - Logged and retrieved call information using internal systems.
- - Investigated and resolved customer issues & complaints by identifying root causes.
- - Delivered accurate information to troubleshoot and resolve complaints.
Workforce Administrator
DME/Autopoint
02.2004 - 04.2020
- - Assisted in coordinating employee schedules, attendance tracking, and call adherence using Touchstar, Vocal com & Incontact.
- - Managed employee time tracking, PTO and submitted data to payroll through ADP, Paychex.
- - Created, maintained and updated employee records and schedules in company databases.
- - Ordered and managed office equipment, supply inventories & approved Petty cash expenses.
- - Analyzed report data to identify adherence trends and performance patterns.
- - Translated from English to Spanish Automotive mailers.
English as a Second Language Tutor & Translator
OIINDE
01.2000 - 01.2004
- - Developed lesson plans and learning modules tailored to student needs.
- - Scheduled and conducted tutoring sessions to promote productivity and learning.
Hotel VIP Front Desk Receptionist
Intercontinental Hotel Medellin
11.1998 - 11.1999
- - Provided personalized & expedited services to high profile guests.
- - Catered to special requests, arranged reservations & tailored experiences.
- - Coordinated with different departments to maintain high standards & ensure guest satisfaction.
- - Collaborated as a translator for special events such as seminars & meetings.
Education
Associate of Arts - Hotel & Business Management
Colombo Iberoamericano
Colombia06.1998
Skills
- Detail-oriented
- Quality assurance
- Analytical thinking
- Problem-solving skills
Languages
Spanish
Native or Bilingual
Timeline
Quality Assurance Specialist
SmartContact
05.2020 - Current
Workforce Administrator
DME/Autopoint
02.2004 - 04.2020
English as a Second Language Tutor & Translator
OIINDE
01.2000 - 01.2004
Hotel VIP Front Desk Receptionist
Intercontinental Hotel Medellin
11.1998 - 11.1999
Associate of Arts - Hotel & Business Management
Colombo Iberoamericano
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