Puntual
DAVID OSWALDO ALONZO ARMAS
QUALITY SPECIALIST AGENT
Guatemala City
Summary
Quality assurance professional with robust experience in ensuring compliance and enhancing operational efficiency. Skilled in identifying and resolving issues, maintaining high standards, and implementing process improvements. Strong focus on team collaboration and flexibility to adapt to changing needs, with proven track record in achieving results through effective communication and problem-solving. Known for reliability, analytical thinking, and commitment to quality outcomes.
Overview
5
5
years of professional experience
12
12
years of post-secondary education
2
2
Languages
Work History
Quality agent specialist
Everise
01.2021 - Current
- Responsible for analyzing and understanding the different clients' expectations and needs, outlining quality standards, and developing quality control processes
- Including the evaluation of calls to assess production & nesting associates' service level standards, conducting monthly calibration & reporting sessions with the Clients, Management & Operations Team Leaders to develop QA scoring consistency and best practices
- Using data gathered for analysis of production and quality metrics to find trends, areas of opportunity and develop countermeasures to overcome deficiencies
Customer service representative
Everise
02.2020 - 01.2021
- Responsible for customer interaction handling through voice & email channels
- Leading example, reaching several top-performer spots, going above & beyond on goal expectations
Customer service representative
World Connection
10.2019 - 02.2020
- Responsible for customer interaction handling through voice
Education
Closed curriculum - psychology
USAC
01.2005 - 01.2012
High school diploma - undefined
IMB-PC
01.2000 - 01.2005
Skills
- Results-oriented
- Detail-oriented
- Quick learner
- Problem-solving
- Positive mindset
- Proficiency with MS Office
- Proficiency with Google Workspace tools
- Compliance management
- Documentation control
Aptitudes
- RESULTS-ORIENTED WITH A DEEP FOCUS ON DETAIL.
- QUICK LEARNER, READY TO TACKLE COMPLEX CHALLENGES WITH A POSITIVE MINDSET.
- PROFICIENCY WITH MS OFFICE AND GOOGLE WORKSPACE TOOLS.
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Software
Customer Service
Timeline
Quality agent specialist
Everise
01.2021 - Current
Customer service representative
Everise
02.2020 - 01.2021
Customer service representative
World Connection
10.2019 - 02.2020
Closed curriculum - psychology
USAC
01.2005 - 01.2012
High school diploma - undefined
IMB-PC
01.2000 - 01.2005
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