Paulina Marisa Ruiz Luna
Mexico City,Mexico
Summary
Knowledgeable professional offering 8 years of experience in quality control, customer service, procurement and vendor maintenance. Focused, detail-oriented and dedicated to continuous improvement and helping team produce top results.
Overview
8
8
years of professional experience
Work History
Quality Assurance Specialist
TIKTOK MEXICO
10.2022 - Current
- Determination of content publication, according to the alignment with the company policies
- Help with the training of new employees in proper tool use and GT procedures.
- Calibration sessions with the Dublin team to be aligned with the policies that the company needs to ensure the user safety
- Study and align the policies according the company beliefs.
- Developed and maintained quality assurance protocols, processes and procedures.
- Analyzed data from inspection results for trends in order to recommend process improvements.
Continuous Improvement Analyst
LAUREATE INTERNATIONAL UNIVERSITIES
11.2020 - 10.2022
- Homologation project for administrative processes
- Creation of Purchase Requisitions and Purchase Orders
- Collect payments for our clients in a monthly basis
- Carry out some of the improvement ideas in the area to standardize the process in the SSC
- Follow up to Quality Surveys reaching out each customer providing feedback and ideas on how to improve our service
- Cash Collection process, collect invoices and compare with the POs to match everything and keep it in order.
- Created reports, presentations, and other documentation for stakeholders.
- Provided recommendations based on data analysis results.
- Identified opportunities for process improvements across the organization.
Customer Service Analyst
LAUREATE INTERNATIONAL UNIVERSITIES
05.2017 - 10.2020
- Reception and review of documents for Vendor Maintenance in system
- User Support in system, updating passwords, tracking payment dates or purchase orders
- Customer Support by email and phone (USA, Netherlands, Poland and Mexico)
- Expense Report creation and modification.
- Provided customer support to clients via phone, email and live chat.
- Analyzed customer inquiries and complaints in order to provide accurate solutions.
- Maintained up-to-date records of customer interactions and transactions.
Quality Assurance
SYKES ENTERPRISE
09.2016 - 05.2017
- Responsible for listening, monitoring and obtaining a vision of the quality of service and communication provided by the company's representatives regarding what the client or user consults
- Guide and train a small group of people on how to monitor and provide feedback to the agents.
- Monitored daily calls for quality assurance purposes.
Education
MBA - Digital Marketing
Universidad Tecnologica De Mexico
12-2020
BBA - Marketing
Universidad Del Valle De Mexico
12-2014
Skills
- Problem Solving
- Attention to Detail
- Communication
- Analytical
- Straight Priorities
- Responsible
- Performance monitoring
- Detail Oriented
- Team Collaboration
- Sampling
- Continuous integration
- File Management
- Marketing Analytics
- Team Leadership
- Organizational Skills
- Task Prioritization
Languages
Spanish
Native/ Bilingual
English
Full Professional
Timeline
Quality Assurance Specialist
TIKTOK MEXICO
10.2022 - Current
Continuous Improvement Analyst
LAUREATE INTERNATIONAL UNIVERSITIES
11.2020 - 10.2022
Customer Service Analyst
LAUREATE INTERNATIONAL UNIVERSITIES
05.2017 - 10.2020
Quality Assurance
SYKES ENTERPRISE
09.2016 - 05.2017
MBA - Digital Marketing
Universidad Tecnologica De Mexico
BBA - Marketing
Universidad Del Valle De Mexico
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