Leidy Dayann Moreno Rojas
Quality Analyst
Bogotá
Summary
Dynamic Quality Analyst with three years of experience in enhancing service quality and operational efficiency. Expertise in problem-solving, data analysis, and effective communication fosters a collaborative environment that drives continuous improvement. Proven ability to develop quality metrics and conduct audits ensures compliance and elevates performance standards. A strong focus on customer satisfaction and teamwork contributes to successful project outcomes.
Overview
5
5
years of professional experience
4
4
Languages
Work History
Quality Analyst
Sutherland Global Services
10.2022 - Current
- Developed and maintained quality metrics for tracking and measuring product performance.
- Conducted internal audits to ensure compliance with processes.
- Analyzed data to identify trends and areas for improvement.
- Analyzed quality and performance data to support operational decision-making.
Collections Agent
Sutherland Global Services
08.2021 - 09.2022
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Counseled debtors on payment options and arranged installment agreements.
- Worked in call center environment handling inbound early accounts of collections.
- Managed past due collection calls
Travel associate
IGT Solutions
03.2021 - 06.2021
- Managed end-to-end travel arrangements for clients, ensuring adherence to schedule and budget.
- Coordinated with hotels to secure optimal rates and services, enhancing customer satisfaction.
- Collaborated with cross-functional teams to streamline processes and resolve travel-related issues.
Phone Associate
Sitel
10.2020 - 01.2021
- Delivered customer service through effective communication and problem-solving skills.
- Handled a high volume of incoming calls, resolving inquiries promptly.
Education
Modern Languages Professional -
ECCI University
07.2022
Bachelors Degree - undefined
Liceo Femenino Mercedes Nariño
12.2016
Primary School - undefined
Liceo Femenino Mercedes Nariño
12.2010
Skills
Problem Solving
Creativity
Fast Learner
Teamwork
undefinedReferences
- Joseph David, Vargas Escobar, josephvargas839@gmail.com, 3185357825, EMI
- Camila, Mateus Rojas, Housekeeper, 3103404024
Interests
I like reading, going to amusement parks, stay at home with my family, going out with friends, going to cinema, drawing
Timeline
Quality Analyst
Sutherland Global Services
10.2022 - Current
Collections Agent
Sutherland Global Services
08.2021 - 09.2022
Travel associate
IGT Solutions
03.2021 - 06.2021
Phone Associate
Sitel
10.2020 - 01.2021
Bachelors Degree - undefined
Liceo Femenino Mercedes Nariño
Primary School - undefined
Liceo Femenino Mercedes Nariño
Modern Languages Professional -
ECCI University