Valentina Medina Holguin

- Conducted root cause analyses on recurring defects, leading to effective corrective actions.

- Delivered quality metrics reports to senior management for informed process improvement decisions.

- Updated team leadership on quality metrics, highlighting consistency issues and production deficiencies.

- Developed action plans to improve LOB metrics and campaign performance, enhancing customer experience.

- Collaborated with cross-functional teams to implement targeted solutions for quality issues, ensuring continuous improvement.

- Identified process inefficiencies through data analysis, streamlining operations and boosting productivity.

- Organized skill-up sessions and meetings to enhance agent performance.

- Streamlined chat handling processes to improve efficiency and reduce wait times.

- Enhanced customer satisfaction by promptly addressing and resolving complex issues.

- Regularly reviewed personal performance metrics to set ambitious self-improvement goals.

- Provided comprehensive product knowledge to help customers make informed decisions.

- Maintained composure in challenging situations, demonstrating emotional intelligence as a Call Center Advisor.

- Boosted customer retention rates through exceptional service and rapport-building skills.