Salvador Alberto Bello Santana

SB SALVADOR BELLO --384 Av. Isabel Aguiar. Edif Ramos 3A. Santo Domingo 11005.Dominican Republic PROFESSIONAL SUMMARY I am enthusiastic, team player, goal driven and oriented. I have 4+ years of experience in the contact center industry. I have vast experience in customer service for both calls and emails/chats. I got great data entry skills and VA experience. I used to work with live captioning and interpreting. I am efficient, reliable, and a fast learner. I strive to provide top-notch quality service into every work I do. SKILLS Email & Chat Support Virtual Assistant Data Entry Behavior & Trend Analysis Community Management & Moderation Ecommerce Support Quality Assurance EXPERIENCE Quality Assurance Specialist, Hire Horatio. Jun 2021 - Current. Santo Domingo, DR Identify opportunities for process and system improvement and enhancements to better meet quality targets. Create and Handle deep and comprehensive quality audits to customer interactions to guarantee they comply with the company and client guidelines. Provide development sessions to ensure team calibration on client policies and procedures as well as their soft skills. Build quality dashboards and reports to assess individual and team's performance and common trends. These are then reported to the Operations team. Create effective action plans to improve Quality KPI's based on the reports created. Frequently review and optimize current policies, practices and procedures. Senior Customer Experience Associate, Hire Horatio. Jun 2020 - Jun 2021. Santo Domingo, DR Took on escalated, complex customer issues and developed creative solutions to restore loyalty. Coordinated Training and mentored junior customer experience team members to keep the group operating at peak levels. Learned client products and services in-depth to offer customers best-in-class service. Worked effectively under pressure and with demanding performance targets to handle 100+ interactions per day. Met and exceeded daily service quality and performance goals. EDUCATION Bachelor of Business Administration Autonomous University of Santo Domingo - Santo Domingo, Dominican Republic. LANGUAGES Spanish, Native English, Bilingual