Resumen profesional
Datos destacados
Experiencia
Formación
Enfatiza tus habilidades clave
Idiomas
Cronología
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Lcdo. Edwin Meek

Lcdo. Edwin Meek

Resumen profesional

A Quality Assurance professional with a background in talent acquisition and customer service. Excels at auditing processes, providing one-on-one coaching, and using detailed feedback to help teams improve. Proven ability to audit calls, manage key data, and create reports that lead to better team performance.

Datos destacados

6
6
years of professional experience

Experiencia

Quality Associate

Integrated Resources INC
10.2023 - Actual
  • Audited an average of 7-8 recruiter calls daily to ensure compliance with company quality standards, providing targeted feedback and performance scores to recruiters and their leads.
  • Coached low-performing recruiters through one-on-one feedback sessions, focusing on specific markdowns and providing actionable strategies to improve performance. Simultaneously, managed and updated a comprehensive daily spreadsheet to track all recruiter scores, maintaining accurate performance records.
  • Created comprehensive monthly reports for team leads and managers, analyzing individual recruiter performance scores and tracking team averages over time to highlight key areas for improvement.

Brand Advocate

Sagility SAS
03.2023 - 09.2023
  • Handled high volume of inbound calls from members effectively and efficiently through the use of proactive customer service, soft skills and call control techniques.
  • Resolved incoming members inquiries/concerns regarding their health coverage, benefits, eligibility verification, medical claims status and billing, through the use of active listening and personalizing techniques.
  • Resolved problems on the first call, and with a minimum of transfers by consistently improving personal technical knowledge and understanding.
  • Designated by team leader as floor support to assist team members in resolve unique and rare cases.
  • Maintained call performance goals (i.e. AHT, quality, Net Promoter Score and schedule adherence)

Quality Assurance

Jumio SAS
07.2018 - 02.2023
  • Quality Department within the Operations Area
  • Accountable for conducting a specified number of daily audits, as well as developing and implementing guidelines and procedures to enhance process quality
  • Provides feedback to the operations area and establishes specific goals to optimize objective fulfillment
  • Development of corrective and preventive actions according to the registered non-conformities.
  • Prepare comprehensive reports to effectively communicate the results of its activities

Chat Consultant

Sutherland Global Services
11.2017 - 04.2018
  • As a consultant in the AT&T Customer Service Department, my primary focus is on providing exceptional customer service to clients with cellular phone needs
  • More specifically, my role involves addressing customer inquiries through chat by providing account information.
  • Answering billing questions, and offering relevant details on phone plans and promotions

Formación

Licenciado Comunicacion Social: Publicidad & RRPP -

Universidad Rafael Belloso Chacin

Enfatiza tus habilidades clave

  • CRM
  • Job Diva
  • Jira
  • Power BI
  • Process Quality
  • Customer Service
  • Microsoft Office
  • Excel
  • Word
  • Power Point
  • Teams
  • One Note
  • Citrix
  • Attention to details
  • Process Efficiency
  • Communication
  • Problem-solving

Idiomas

Inglés
Avanzado (C1)
C1

Cronología

Quality Associate

Integrated Resources INC
10.2023 - Actual

Brand Advocate

Sagility SAS
03.2023 - 09.2023

Quality Assurance

Jumio SAS
07.2018 - 02.2023

Chat Consultant

Sutherland Global Services
11.2017 - 04.2018

Licenciado Comunicacion Social: Publicidad & RRPP -

Universidad Rafael Belloso Chacin

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Lcdo. Edwin Meek