Carmen Rosa Urbina Flores
Bilingual Customer Representative
Lima,LIM
Summary
Dynamic Quality Analyst and Customer Service Assistant with a proven track record at Concentrix, enhancing operational efficiency and customer satisfaction. Expert in data analysis and quality processes, I significantly contributed to process improvements and excelled in customer focus, ensuring compliance and boosting company reputation. Skilled in audit processes and demonstrating empathy, I drive results and exceed expectations.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Quality Analyst
Concentrix
03.2024 - 12.2024
- Analyzed quality and performance data to support operational decision-making.
- Developed and maintained quality assurance procedure documentation.
- Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
Bilingual Customer Service Assistant
Concentrix
09.2022 - 02.2024
- Answered customer questions about product availability and shipment times.
- Maintained clean and organized work environment to maintain customer safety.
- Collaborated with team members to improve overall customer experience and boost company reputation.
- Demonstrated empathy towards customers during difficult situations while remaining composed under pressure.
- Managed customer complaints effectively, offering solutions that exceeded expectations.
Saleswoman
World Duty Free Group
09.2008 - 03.2020
- Assisted customers with finding suitable products, leading to higher sales revenue.
- Effectively balanced multiple responsibilities including cashiering duties handling cash registers during busy periods without compromising quality service delivery.
- Maintained a clean and organized store environment for optimal shopping experience.
- Unloaded delivery trucks and safely transported goods from stockroom to assigned floor.
Education
Bachelor in Communication - Marketing
Universidad De Lima
Santiago De Surco, PeruNo Degree - Psychology
Universidad Inca Garcilaso De La Vega
Lima, PeruSkills
- Audit processes
- Quality processes
- Data analysis
- Customer focus
- Report creation
Certification
Basic & Intermediate Excel. Highest score.
Languages
English
Full Professional
German
Limited Working
French
Elementary
Timeline
Quality Analyst
Concentrix
03.2024 - 12.2024
Bilingual Customer Service Assistant
Concentrix
09.2022 - 02.2024
Saleswoman
World Duty Free Group
09.2008 - 03.2020
Bachelor in Communication - Marketing
Universidad De Lima
No Degree - Psychology
Universidad Inca Garcilaso De La Vega
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