Administrator in tourism and hospitality as a profession and trilingual quality and customer experience analyst within the BPO field with more than 3 years of experience working in different sectors such as telecommunications, e-commerce and Fintech, my main role being to guarantee the quality of service to the contracting client and proposals for improvement for the excellence of the services.
Hi, I’m
Angelo Rivas Vargas
Lima
Summary
Overview
4
years of professional experience
Work History
ivisa Lima
Quality Monitor
11.2023 - Current
Job overview
- Monitor agents' disputes, cases, and investigations and rate the level of quality according to the goals established by the team.
- Provide feedback and coaching to improve the experience given to our users.
- Support in quality and customer experience analysis, and development of improvement plans.
- Participate in professional development activities/projects.
- Analyze team metrics and provide weekly team performance reports.
- Support area managers in collecting information and creating reports to visualize the general performance.
- Participate in the creation and maintenance of KPIs for the main processes inside of the Product QA area.
PlaytechRiga
Gaming Dealer
07.2023 - 12.2023
Job overview
- Dealt cards accurately and efficiently according to game rules while maintaining a steady pace of play.
- Demonstrated knowledge of multi-game formats including poker variations, Blackjack and other casino table games.
- Explained rules, took bets and delivered payouts to facilitate movement of games.
- Regularly checked decks for wear or damage; replaced worn cards as needed.
- Performed chip and cash exchanges between players, cashed out chips for patrons, and made payouts according to house rules.
- Kept an accurate record of all tips received during shift by entering into computer system.
La quinta de AmatLima, Perú
Receptionist
08.2022 - 12.2023
Job overview
- Guest check-in/check-out procedure.
- Receiving calls for rate reports and OTAS management (Booking
and Expedia) following up on reservations and additional services. - Information on tourist services and coordination of mobility.
- Closing and balancing of cash with receipts and invoices issued.
- Resolution of guest problems in case there is any inconvenient with their itineraries.
WebhelpLima
Quality Assurance Analyst
02.2022 - 06.2023
Job overview
- Make improvement proposals for the international remittance service.
- Ensure compliance with processes, detect possible fraud and
report to the specialized area. - Monitoring chat channels, calls and emails between advisors and the
end customer ensuring a good customer experience. - CSAT, DSAT, FCR and QA analysis.
- Document and income approval analysis (KYC).
- Monitoring and compliance with policies to avoid money laundering,
frauds or scams through remittances. - Monitoring money refund processes through different platforms
payment. - Internal calibrations and monthly presentations with the contracting client.
Covisian Lima
Quality Assurance Analyst
02.2020 - 03.2022
Job overview
- Assisted other members of the QA team in identifying areas for improvement in processes and procedures.
- Created, edited, and updated project manuals and technical documentation used by entire QA team.
- Collaborated with developers to diagnose problems and devise solutions.
- Used quality monitoring system to compile and track individual and team performance.
- Provided support for internal customers by troubleshooting reported issues quickly and accurately.
- Conducted regular tests to evaluate system performance levels and identify areas for improvement.
Education
César Vallejo University Lima
Bachelor of Tourism Studies from Tourism And Hospitality
12-2023
University Overview
CibertecLima
Some College (No Degree) from Language Interpretation And Translation
University Overview
Skills
- Compliance Monitoring
- Process Mapping
- Best Practices Implementation
- Metrics Tracking
- Complaint resolution
- CRM
- Multi-line phone talent
- Key holder experience
Languages
Spanish
First Language
English
Advanced (C1)
C1
Portuguese
Proficient (C2)
C2
Italian
Beginner
A1
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Quality Monitor
ivisa
11.2023 - Current
Gaming Dealer
Playtech
07.2023 - 12.2023
Receptionist
La quinta de Amat
08.2022 - 12.2023
Quality Assurance Analyst
Webhelp
02.2022 - 06.2023
Quality Assurance Analyst
Covisian
02.2020 - 03.2022
César Vallejo University
Bachelor of Tourism Studies from Tourism And Hospitality
Cibertec
Some College (No Degree) from Language Interpretation And Translation
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