Quality Analyst & Customer Service Representative

• Handled customer inquiries through calls, chats, and emails in a professional manner. • Provided accurate information and effective solutions to customer concerns. • Maintained a high level of customer satisfaction by delivering quality service. • Recorded and updated customer information in the system accuratel

Coordinated calendars, meetings, and deadlines for cross-functional teams to ensure smooth daily operations and timely delivery. Managed high-volume professional email communications, prioritizing inquiries, tracking action items, and ensuring timely responses.

I support daily operations by reviewing calls and chats, providing clear coaching feedback, and delivering actionable insights to improve service quality. I coordinate scheduling, onboarding, calibration sessions, client meetings, and professional email communications to ensure smooth workflows and alignment across teams. I work closely with team leaders and trainers to resolve recurring issues and maintain consistent performance standards. I also create and maintain Excel dashboards that track daily, weekly, and monthly quality metrics to support reporting and decision-making

Scheduling an appointment for service, inspection and consultation for Solar and HVAC unit. Knows how to handle different scenarios such as new appointment, cancel appointment, reschedule appointment etc. Sometimes, assist customer who wants to have Solar system by pre-qualifying them before forwarding their information to our Sales Team

Evaluate calls, chats, and emails to ensure quality and compliance standards Provide structured coaching and feedback to improve agent performance Facilitate calibration sessions to align QA standards across teams Support onboarding by assisting new hires with systems and processes Manage scheduling, email communication, and client coordination Create reports and dashboards to track QA performance and trends