Tanisha Ribot-Mendez
Davenport
Summary
Detail oriented Quality Assurance Analyst with proven skills in evaluating communication and problem resolution. Track trends to enhance processes and training, ensuring a high standard of performance.
Dedicated professional with a strong background in quality assurance and customer service. Known for effective communication and problem solving abilities, contributing to improved agent performance and customer satisfaction. Eager to leverage expertise to drive operational excellence.
Overview
8
8
years of professional experience
Work History
Quality Assurance Analyst
ResultsCX
Remote
12.2024 - Current
- Reviewed and scored agents interactions with members.
- Evaluated communication skills and problem resolution.
- Provide feedback and coaching to agents to improve performance.
- Tracked trends and help improve processes and training.
- Used Excel and Form trackers to organize reports,audits and QA documentation.
Customer Service Representative
ResultsCX
Remote
09.2023 - Current
- Assisted customers with inquiries, resolving issues through effective communication, problem solving skills and documenting interactions accurately.
- Provided timely and professional support to customers by handling high volume inbound and outbound calls.
- Utilized CRM software to track customer interactions, enhancing support quality and efficiency.
Customer Service Representative
Amazon
01.2018 - 11.2022
- Assisted customers with inquiries, resolving issues through effective communication and problem solving skills.
- Collaborated with team members to share best practices, improving overall service delivery standards.
- Conducted follow up calls to ensure resolution of customer concerns.
- Trained new team members on company policies, procedures, and customer service best practices.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
High School Diploma -
Poinciana High School
Kissimmee, FLSkills
- Quality assurance
- Data analysis
- Problem solving
- Verbal and written communication
- Multitasking and organization
- Time management
- Data entry
- Call center experience
- Active listening
- Team collaboration
- Problem resolution
- Bilingual communication
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Quality Assurance Analyst
ResultsCX
12.2024 - Current
Customer Service Representative
ResultsCX
09.2023 - Current
Customer Service Representative
Amazon
01.2018 - 11.2022
High School Diploma -
Poinciana High School