Google suite
Franco Dongo Chacón
INGENIERO DE AUDIO TÉCNICO
Lima
Summary
Dynamic and results-oriented professional with extensive experience in customer service and quality assurance, notably at Playtech. Excelled in enhancing customer satisfaction and fostering a culture of continuous improvement. Skilled in CRM software and outstanding communication, demonstrated through effective problem resolution and team collaboration. Achieved significant improvements in service quality and customer loyalty.
Overview
3
3
years of professional experience
3
3
Languages
Work History
Customer Service Agent
Concentrix
08.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Clearly communicated product features and benefits, helping customers make informed decisions about their transactions.
Bilingual Customer Service Agent
Teleperformance
07.2023 - 08.2023
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Management of customer inquiries and complaints through various channels.
- Provision of effective and prompt solutions to problems raised by customers.
- Maintaining accurate records of customer interactions.
- Ensuring customer satisfaction through friendly and professional service.
Quality Assurance Specialist
Playtech
05.2022 - 05.2023
- Promoted a culture of continuous improvement within the organization by leading training sessions on various aspects of quality control methodologies.
- Mentored junior QA specialists, fostering a culture of continuous learning and professional growth.
- Achieved timely resolution of non-conformance issues by implementing corrective action plans working closely with relevant departments.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Supervision and quality assurance of the product.
- Preparation of detailed reports on errors and bugs found.
- Performing functionality and performance tests.
- Collaboration with development teams to improve product quality.
- Identifying and reporting bugs and defects.
- Execution of regression tests and verification of fixes.
- Documentation of test processes and results.
Education
AUDIO ENGINEER - Audiology
CT Audio
Lima, Peru 05.2001 -
Skills
Call control
Decision-making
Outstanding communication skills
Customer complaint resolution
Active listening
Task prioritization
Problem resolution
Live chat support
Call center experience
Team collaboration
CRM software
Typing speed
Software
CRM
JIRA
Timeline
Customer Service Agent
Concentrix
08.2023 - Current
Bilingual Customer Service Agent
Teleperformance
07.2023 - 08.2023
Quality Assurance Specialist
Playtech
05.2022 - 05.2023
AUDIO ENGINEER - Audiology
CT Audio
05.2001 -