Yesenia Davis
Lufkin,TX
Overview
9
9
years of professional experience
Work History
Quality Analyst
ETECH
Lufkin
12.2022 - 03.2025
- Analyzed quality and performance for call evaluations
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation.
- Provided ONE on ONE coaching with agents
- Identified quality issues, ensuring continuous improvement.
- Optimized resource utilization by effectively prioritizing tasks based on project timelines and risk assessment outcomes.
Customer Sales Representative
ETECH
Lufkin, TX
10.2015 - 12.2022
- Emphasized product specifications to meet customer needs.
- Increased customer satisfaction by addressing and resolving issues promptly and professionally.
- Assisted call-in customers with questions and orders.
- Enthusiastically engaging each call and represent the company in a highly professional manner
- Follow coaching and protocol to make and close sale
- Successfully and accurately answering prospect questions and providing appropriate additional information
- Respond rapidly and accurately to on-line requests for information from clients
- Achieving defined productivity goal
- Handled emails, inbound calls, and outbound calls
- Managed customer accounts
- Handled billing issues and order inquiries
- Update customer information based on call interaction
- Provide quality service to clients through knowledge of products and services
- Handle all escalations with diplomacy, tact
Education
High School Diploma -
Lufkin High School
Lufkin, TX05.2008
Three Years
Angelina College
Lufkin, TXSkills
- Audit processes
- Quality improvement
- Data analysis and reporting
- Quality assurance proficiency
- Team mentoring
- Teamwork and collaboration
- People management
- Mentoring team members
- Effective bilingual interaction
- Data analysis
- Goal oriented
- Fluent bilingualism
Timeline
Quality Analyst
ETECH
12.2022 - 03.2025
Customer Sales Representative
ETECH
10.2015 - 12.2022
Three Years
Angelina College
High School Diploma -
Lufkin High School