Software development
Santiago Álvarez Sánchez
Trainer & Quality Analyst
Medellín - Antioquía
Summary
Passionate, ambitious trainer and quality analyst with extensive knowledge of customer service training and proven success working with North American clients. Devoted to long-lasting and comprehensive results for every client. Trained in customer experience and effective coaching methodologies, with a track record of dependability and leadership. Knowledgeable in QA methodology with a proven history of reducing errors to increase quality. Proficient in preparing test cases, plans and scripts. Dedicated to analyzing and resolving defects.
Overview
3
3
years of professional experience
13
13
years of post-secondary education
2
2
Languages
Work History
Quality Analyst
Intelcia
Medellín - Antioquía
01.2023 - 07.2023
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Created and revised procedures, checklists and job aids to reduce errors.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Identified and recommended staff for key positions and departments.
CX Analyst
Emergia
Medellín - Antioquía
08.2021 - 12.2022
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Validated results and performed quality assurance to assess accuracy of data.
- Monitored compliance and filing requirements in conjunction with staff and management.
- Queried databases for information needed for report processing.
- Conducted workplace compliance training to reduce liability risks and operate effectively.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Prepared and presented supplementary learning material to support structured lessons.
- Monitored participant workflow and behaviors throughout training process.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Identified and recommended staff for key positions and departments.
Customer Service Representative
Emergia
Medellín - Antioquía, Colombia
10.2020 - 08.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded proactively and positively to rapid change.
Education
High School Diploma -
01.2005 - 11.2015
English Mastery Level B1 - English-as-a-Second-Language Education
02.2014 - 10.2015
Skills
Quality Improvement
Training implementation
Data analysis
QA methodologies mastery
Correction action planning
Interests
Reading
Learning
Timeline
Quality Analyst - Intelcia
01.2023 - 07.2023
CX Analyst - Emergia
08.2021 - 12.2022
Customer Service Representative - Emergia
10.2020 - 08.2021
Colombo Americano - English Mastery Level B1, English-as-a-Second-Language Education
02.2014 - 10.2015
Inst. Edu. José Horacio Betancur - High School Diploma,
01.2005 - 11.2015