Juan Sebastian Rico Castañeda
Customer Service / Quality Analyst
Itaguei
Summary
Customer service and quality analyst professional with proven experience in delivering exceptional support and building strong client relationships. Skilled in Issue resolution, communication, and trend analysis. Proficient in preparing test cases, plans, and scripts. Dedicated to analyzing and resolving defects.
Overview
2
2
years of professional experience
1
1
year of post-secondary education
2
2
Languages
Work History
Quality Analyst
IQor
Medellin, ANT
09.2024 - Current
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Analyzed quality and performance data to support operational decision-making.
Partner Support Representative
24/7 Intouch
02.2024 - 09.2024
- Contributed insights during regular meetings with management, helping shape future strategies for optimal partner success rates.
- Organized training sessions for new Partner Support Representatives, leading to improved team competency levels.
- Collaborated closely with cross-functional teams to address partners'' technical inquiries promptly and accurately.
- Enhanced customer satisfaction by resolving partner issues swiftly and efficiently.
Customer Service Representative
Concentrix
Medellin, ANT
05.2023 - 12.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Software Development Engineering -
Corporacion Universitaria Iberoamericana
Remote 01.2024 - Current
Skills
Quality improvement
Audit processes
Quality processes
Data validation
Data analysis
Report creation
Timeline
Quality Analyst
IQor
09.2024 - Current
Partner Support Representative
24/7 Intouch
02.2024 - 09.2024
Software Development Engineering -
Corporacion Universitaria Iberoamericana
01.2024 - Current
Customer Service Representative
Concentrix
05.2023 - 12.2023
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