Yesenia Davis
Lufkin,TX
Overview
9
9
years of professional experience
Work History
Quality Analyst
ETECH
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
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
Similar Profiles
Krislyn GuzmanKrislyn Guzman
Customer Service Representative at EtechCustomer Service Representative at Etech
Michael JonesMichael Jones
Training Assistant at EtechTraining Assistant at Etech
Samantha SonheimSamantha Sonheim
AT&T Fiber Locate at EtechAT&T Fiber Locate at Etech
Jennifer BurchardJennifer Burchard
Case Manager IV at Texas Department Of Criminal JusticeCase Manager IV at Texas Department Of Criminal Justice
Brian BrazilBrian Brazil
Texas Ranger/Major at Texas Department Of Public SafetyTexas Ranger/Major at Texas Department Of Public Safety