Gretel Del Rocio Rios Covarrubias
Lima
Summary
Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans and scripts. Dedicated to analyzing and resolving defects.
Overview
12
12
years of professional experience
Work History
Quality Analyst
Majorel
12.2019 - 07.2023
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
Customer Service Representative
Majorel
09.2017 - 12.2019
- Handled customer inquiries and suggestions via e-mail, chat and phone calls courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Costumer Service Representative
Partner SAC
10.2015 - 03.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representative Supervisor
MDY
01.2012 - 06.2014
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Supervised large teams with guidance, support and direction for high-quality customer care.
Education
No Degree - Clinical Psychology
UTEL University
Online University (Mexico)07.2025
Skills
- Monitoring
- Audit Processes
- Database Querying
- Quality Improvement
- Agile Best Practices
- Training Implementation
Languages
Spanish
Native language
English
Proficient
C2
Timeline
Quality Analyst
Majorel
12.2019 - 07.2023
Customer Service Representative
Majorel
09.2017 - 12.2019
Costumer Service Representative
Partner SAC
10.2015 - 03.2017
Customer Service Representative Supervisor
MDY
01.2012 - 06.2014
No Degree - Clinical Psychology
UTEL University
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