Solema Garcia
Kansas City,Kansas
Summary
Hardworking Quality Assurance Analyst and Bilingual Customer Service Representative with a strong history of meeting and exceeding customer expectations. Expert-level knowledge of industry service protocols and best practices. A dependable employee seeking the opportunity to expand skills and contribute to company success. Considered hardworking, ethical, and detail-oriented.
Overview
7
7
years of professional experience
Work History
Knowledge and Quality Assurance Analyst
Weight Watchers International, Inc. (WW)
Kansas City, Kansas
07.2018 - 12.2023
- Supported in the creation and rollout of new quality guidelines.
- Audited and analyzed agent interactions through calls, chats, emails, and social media and provided feedback to leadership on areas of opportunity.
- Created weekly content, such as interaction tips and knowledge checks, to be added to the knowledge base to improve member experience and agent quality scores.
- Trained quality guidelines to new hire agents.
- Collaborated with global partners in maintaining content daily
- Created and maintained knowledge base content in English, Spanish, and French (supporting other non-English markets as needed)
- Maintained global knowledge base reporting dashboards to identify individual and departmental training needs and report improvement opportunities
- Determined if any knowledge object usage and QA performance gaps are due to factors outside the agent's control (unclear processes, product confusion, etc.) and provide this feedback to leadership and make appropriate knowledge updates.
- Lead and conducted calibration sessions to align leadership and vendor partners on quality standards
Bilingual Customer Service Representative
Weight Watchers International, Inc. (WW)
Kansas City, Kansas
08.2016 - 08.2018
- Managed high-volume member contacts via social media posts and voice in English and Spanish
- Resolved common and complex member concerns by determining their need, providing accurate information, and adhering to outlined policies/procedures
- Organized and updated member files to ensure accuracy and accessibility.
- Conducted outbound calls to follow up on customer inquiries or issues.
- Maintained detailed records of customer interactions in CRM system.
- Offered callers information in English and Spanish to answer questions and assist with service issues.
- Handled simultaneous tasks with good multitasking abilities.
Education
Sumner Academy of Arts and Science
Kansas City, KansasSkills
- G-Suite Tools
- Microsoft Office Tools
- Smartsheet
- Livepro
- Genesys Purecloud
- CRM
- Bold 360
Languages
Spanish, Native
Timeline
Knowledge and Quality Assurance Analyst
Weight Watchers International, Inc. (WW)
07.2018 - 12.2023
Bilingual Customer Service Representative
Weight Watchers International, Inc. (WW)
08.2016 - 08.2018
Sumner Academy of Arts and Science
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