Gisela Estefany Torres Briones
Lima,ARE
Summary
Professional with over three years of combined experience in administrative roles across both public and private sectors, as well as in quality analysis within call centers. Specialized in efficiently managing administrative processes, coordinating schedules, and handling documentation, while also evaluating and enhancing customer service quality in high-volume environments and providing operational support, as well as in evaluating key performance indicators (KPIs). My analytical mindset and effective communication skills enable me to optimize resources and contribute to organizational success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
QA Analyst
Centene
07.2024 - Current
- Collaborated with cross-functional teams to ensure seamless integration of new features and bug fixes.
- Streamlined QA processes for better efficiency, implementing standardized test cases across multiple projects.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Identified opportunities for automation, implementing script-based tests to minimize manual effort and increase accuracy.
Customer Expert Agent
CENTENE
10.2022 - 07.2024
- Provided personalized customer service and advice aimed at ensuring positive experiences.
- Addressed customer inquiries and concerns, delivering tailored solutions.
- Achieved established customer service goals and targets.
- Met quality and productivity standards consistently.
Integrated Management Systems Administrative
Villa Andina S.A.C.
10.2021 - 06.2022
- Preparation of reports and data summaries requested by supervisors.
- Drafting and reviewing documents, reports, and presentations.
- Development and follow-up of work plans and objectives.
- Maintenance and regular updating of databases and records.
- Coordination and communication with other departments and areas.
AuPair
AuPair In America
04.2019 - 06.2021
- Provided care for children of various ages, adapting to their individual needs and daily routines.
- Collaborated in teaching a second language to the children, in line with the family's preferences.
- Ensured responsible and nurturing supervision at all times.
- Managed conflict resolution and encouraged harmonious relationships among siblings.
Administrative Coordinator
Jardín N°55 María Isabel Rodríguez Urrunaga
03.2018 - 12.2018
- Recorded and updated information in digital and physical files.
- Responded to client inquiries via phone, providing clear and timely solutions.
- Drafted emails, formal correspondence, and external communications.
- Coordinated schedules and appointments, ensuring calendar accuracy.
Administrative Assistant
Municipalidad Provincial de Cajamarca
09.2016 - 12.2016
- Control and filing of documents and administrative records.
- Recording information and updating files.
- Drafting emails, correspondence, and external communications.
- Managing schedules and appointments, and updating the calendar.
Education
English program - Languages
LADO
08-2020
Culture Course - Culture - Remote
UCLA
California02-2020
Advanced English Course - Languages
ICPNA
Cajamarca, Peru03-2018
Lic. Administracion y Marketing - Social, Economic, And Technical Science.
Universidad Privada Del Norte
Cajamarca, Peru12-2017
English Course Completion Certificate - Languages
Universidad Privada Del Norte
Cajamarca, Peru12-2015
Skills
- Patience and empathy
- Effective team collaboration
- Respectful communication
- Versatile in dynamic environments
- Reliability in supporting company goals
- Regression testing expertise
Languages
English
Advanced (C1)
Certification
- Graduate in Administration and Marketing.
- International Marketing Seminar Certification.
- Driving license A1.
- LADO English Program Certification.
- Introduction to American Students Certification (UCLA).
- Certified Quality Analyst
Additional Information
- Microsoft 365 - Avanzado
- Google Workspace -Avanzado
- Excel avanzado - Avanzado
- OneDrive - Avanzado
- NICE - Avanzado
- Calabrio - Avabzado
- Microsoft Copilot - Avanzado
Timeline
QA Analyst
Centene
07.2024 - Current
Customer Expert Agent
CENTENE
10.2022 - 07.2024
Integrated Management Systems Administrative
Villa Andina S.A.C.
10.2021 - 06.2022
AuPair
AuPair In America
04.2019 - 06.2021
Administrative Coordinator
Jardín N°55 María Isabel Rodríguez Urrunaga
03.2018 - 12.2018
Administrative Assistant
Municipalidad Provincial de Cajamarca
09.2016 - 12.2016
English program - Languages
LADO
Culture Course - Culture - Remote
UCLA
Advanced English Course - Languages
ICPNA
Lic. Administracion y Marketing - Social, Economic, And Technical Science.
Universidad Privada Del Norte
English Course Completion Certificate - Languages
Universidad Privada Del Norte
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