Wilson Alberto Duran Barreto

• Bilingual Campaign Quality Analyst (English), ensuring adherence to quality standards and customer satisfaction.
• Constant evaluation and monitoring of processes to ensure operational efficiency and service quality.
• Identification and resolution of quality issues, applying corrective measures to mitigate future incidents.
• Close collaboration with multidisciplinary teams to improve product quality and work processes.
• Active participation in the creation and updating of quality documentation, ensuring the accuracy and relevance of information.
• Development of effective communication skills in English, facilitating interaction with clients and colleagues in a bilingual environment.I successfully transitioned from a Customer Service Agent to a Quality Analyst by consistently demonstrating strong communication skills, attention to detail, and a deep understanding of our processes. My commitment to delivering exceptional customer experiences allowed me to identify improvement opportunities and contribute valuable insights to the team. Through continuous learning and a proactive approach, I developed the analytical and evaluative skills necessary to take on greater responsibility, which ultimately led to my advancement into the Quality Analyst role.
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As a Customer Service Agent, I was responsible for assisting customers through various channels, resolving inquiries efficiently, and maintaining accurate records of each interaction. I consistently delivered clear and professional communication, followed company procedures, and collaborated with other teams to address complex cases. Through my performance, I achieved high customer satisfaction scores, reduced resolution times, and contributed to improved service quality by identifying recurring issues and suggesting process enhancements.

As a Sales and Customer Service Agent, I was responsible for assisting customers, processing sales, and providing product guidance while ensuring a positive service experience. I consistently met performance targets, increased customer retention, and contributed to revenue growth through effective up-selling and cross-selling. Additionally, I supported new candidates by offering guidance, sharing best practices, and helping them adapt to company procedures, which improved on boarding efficiency and team performance.

As the Head of the Fashion Design Department, I was responsible for leading the design team, overseeing the creative process, and ensuring the development of high-quality collections aligned with brand standards. I managed staff schedules, performance, and workflow while fostering a collaborative and innovative work environment. I led the recruitment and selection of new team members and implemented structured on boarding programs to accelerate their integration and productivity. Among my key achievements were improving team efficiency, enhancing design quality, and streamlining processes that contributed to more consistent production timelines and stronger overall brand performance.