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Flor Esmeralda Guardado Interiano
Quality Assurance Lead
San Juan Opico
Summary
Demonstrated success in improving customer satisfaction through a continuous improvement mindset and critical thinking. Monitored teams across Blackhawk Network El Salvador, driving excellence in quality assurance. Achieved substantial process improvements, demonstrating proactivity and teamwork.
Overview
6
6
years of professional experience
Work History
Sale Representative Agent
Teleperformance
01.2018 - 03.2019
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Assisted call-in customers with questions and orders.
- Increased sales revenue by consistently meeting and exceeding sales targets.
Product Advice Representative
Telus International
05.2019 - 12.2020
- Provided detailed product recommendations, emphasizing key features that meet their specific requirements.
- Cultivated and maintained productive relationships with both new and existing customers.
- Facilitated seamless order placement and processing for customers.
Customer Experience Analyst II
Telus International
12.2020 - 03.2022
- Monitored and coached junior team members, sharing knowledge and expertise to foster an environment of continuous learning and professional growth.
- Developed and implemented customer service policies and procedures.
- Analyzed customer feedback from DSATs to identify trends and make recommendations for process improvements.
Quality Analyst
Blackhawk Network
09.2022 - 03.2023
- Monitored and coached team members, sharing knowledge and expertise to foster an environment of continuous learning and professional growth.
- Conducted thorough root cause analyses on process gaps, resulting in the implementation of effective corrective actions.
- Provided regular visibility to the team leads on the quality metrics from their team.
- Strengthened internal communication channels through regular meetings with stakeholders across departments, facilitating seamless information exchange related to quality assurance efforts.
- Worked on the Knowledge Based articles to supplement new small LOBs onboarding.
Quality Assurance Lead
Blackhawk Network
03.2023 - Current
- Monitored the completion of tasks for the QA team and delivered summary of their team’s metrics, LOB highlights/lowlights, QA Level action plans, and remediation actions.
- Mentored team members in quality assurance best practices, fostering a culture of continuous improvement.
- Ensured weekly focus sessions are held with all departments to assess accuracy and create program-level actions to drive change.
Education
High School Diploma -
Complejo Educativo Soldado Oscar Antonio Ortiz Rey
La Libertad, El Salvador 05.2001 -
3-Year Scholarship - English Program
Educacion Integral Juvenil
La Libertad, El Salvador 05.2001 -
Associate of Applied Science - Psychology
Universidad Modular Abierta
San Salvador, El Salvador 05.2001 -
Skills
Continuous Improvement Mindset
Advanced Excel
Proactiveness
Attention to Detail
Problem-Solving
Time Management
Teamwork and Collaboration
Interests
Painting
Traveling
Timeline
Quality Assurance Lead
Blackhawk Network
03.2023 - Current
Quality Analyst
Blackhawk Network
09.2022 - 03.2023
Customer Experience Analyst II
Telus International
12.2020 - 03.2022
Product Advice Representative
Telus International
05.2019 - 12.2020
Sale Representative Agent
Teleperformance
01.2018 - 03.2019
High School Diploma -
Complejo Educativo Soldado Oscar Antonio Ortiz Rey
05.2001 -
3-Year Scholarship - English Program
Educacion Integral Juvenil
05.2001 -
Associate of Applied Science - Psychology
Universidad Modular Abierta
05.2001 -
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