Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic
Carmen Rosa Urbina Flores

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, Peru

No Degree - Psychology

Universidad Inca Garcilaso De La Vega
Lima, Peru

Skills

  • 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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Carmen Rosa Urbina FloresBilingual Customer Representative