Case Management for community liaison and service connection. Identified operational inefficiencies through root cause analysis and implemented data-driven corrective actions.

Conducted daily process monitoring and compliance evaluations using QA tools such as Pareto charts, fishbone diagrams, checklists, and flowcharts. Led staff training sessions and workflow optimizations, improving efficiency and consistency across departments. Identified operational inefficiencies through root cause analysis and implemented data-driven corrective actions. Created and maintained Standard Operating Procedures (SOPs) and onboarding documentation for internal and client-facing processes.

Conducted daily monitoring and evaluations of staff to ensure process compliance and improvement. Ensured staff were updated and in compliance with all processes through weekly staff meetings and trainings. Manage onboarding of all new clients through creation and updating Standards of Operation and all relevant forms. Identified process inefficiencies and make recommendations for process improvements. Reviewed relevant onboarding forms for accuracy and create action plans and developed improvement action plans for processes and staff. Ensured all product and staff related documentation was completed accurately and in a timely manner.

As a specialist of a logistic company, the roll includes establishing and reinforcing a close relationship with each client to offer the best experience in the field. Additionally, I am in charge of making sure that our bond gets stronger every time our services are utilized. Also, verifying areas of improvement during the reception, storage and delivery of my client’s cargo provides a pertinent roll in their end as the end consumer is satisfied with the service provided. Thus, everyone is on the same page as customer satisfaction is our paramount.

Monitored staff performance to ensure quality, compliance, and client satisfaction. Led client calibration meetings to align operational updates and performance benchmarks. Developed SOPs and evaluation tools to streamline staff onboarding and improve training consistency. Supported process improvement initiatives to enhance overall service efficiency.

As Quality Assurance Analyst I had the following tasks: Daily evaluation to the agents to make sure the processes were being followed, Weekly meetings with the client to calibrate new updates for the processes. I was also in charge of onboarding new clients by creating and updating Standard Operating Procedures (SOP), creation of relevant documentation, Evaluation forms, ramp-up monitoring and action plans development for those in need of improvement.

Conducted daily evaluations of staff performance to ensure quality output and procedural compliance. Used excellent customer service skills to promote strong customer relations and maintain client base. Lead meetings with clients to calibrate updates for internal client focused processes. Coordinated new client on-boarding through creation of Standards Operating Procedures, and relevant documentation. Accomplished development of detailed evaluation forms, monitoring and action plans for staff improvement and remediation.

Delivered Tier 1 and Tier 2 support for Dell products, diagnosing and resolving hardware failures (batteries, hard drives, motherboards, RAM, etc). Managed hardware inventory and warranty tracking, ensuring accurate documentation and timely replacements. Resolved Ethernet and Wi-Fi connectivity issues, achieving high first-call resolution rates. Assisted customers with MAC filtering, subnet creation, SSID configuration, and VPN setup.

Provided assistance for a wide range of products including accessories, software, removable repairs, dock stations, laptops/desktops, and printers. Focused on achieving first call/ticket resolution for customers.

Provided the best assistance to the customer who encountered issues with their modem, on-the-go devices and even with their Voip line. Deep troubleshooting steps taken using the CLI if the issue could not be solved with the troubleshooting guide.