Valeria Ruiz
Kissimmee,FL
Summary
Driven Quality Assurance Analyst with a proven track record at Hotel Engine, enhancing QA processes and team capabilities. Excelled in mentoring, leveraging skills in data analysis and quality management. Bilingual in Spanish and English, adept at fostering strong customer relationships and ensuring regulatory compliance. Demonstrated excellence in utilizing Salesforce and Excel to drive results and improve quality standards.
Overview
4
4
years of professional experience
Work History
Quality Assurance Analyst
Hotel Engine
07.2022 - Current
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Adhered to standardized software quality assurance best practices, policies, and processes.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout QA process.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
Customer Service Representative
IMA Medical Group
11.2021 - 05.2022
- Maintained detailed records of all member interactions, ensuring accurate documentation for future reference or follow-up actions needed.
- Developed strong relationships with members through empathetic communication and effective problem-solving skills.
- Maintained patient confidence and protected operations by keeping information confidential and following HIPAA guidelines.
- Registered new patients in electronic medical record prior to scheduling appointments.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
Customer Service Representative
Wells Fargo - Home Mortgage
08.2020 - 05.2021
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Provided excellent customer service by addressing inquiries related to payments processing; resolved issues promptly to ensure client satisfaction.
- Verified legal documents for correct acknowledgments and legal and lien information.
Education
Associate of Science - Business Administration And Management
Valencia College
Orlando, FL05.2026
Skills
- Quality Assurance
- Quality processes
- Data Analysis
- Mentoring and training
- Salesforce
- Slack
- Asana
- Excel, Miro, Lattice, Greenhouse
- Google platform
- TalkDesk
- Bi-lingual (Spanish / English)
- Microsoft Software's
- Confluence / Workramp
- Call Monitoring
- Quality management knowledge
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Quality Assurance Analyst
Hotel Engine
07.2022 - Current
Customer Service Representative
IMA Medical Group
11.2021 - 05.2022
Customer Service Representative
Wells Fargo - Home Mortgage
08.2020 - 05.2021
Associate of Science - Business Administration And Management
Valencia College
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