Quality Assurance,VA,CS Support,Graphics design,Video Editor

Overview

Looking for full-time work (8 hours/day)

at $30.00/hour ($5,280.00/month)

Associates degree

Last Active

December 21st, 2023 (127 days ago)

Member Since

May 7th, 2019

Profile Description

Hi, I am Upgrade to see actual info Upgrade to see actual info. I love learning new things, am easy to work with, am hard-working, and can work with minimal supervision.
Feel free to check my work experience. Looking forward to working with you and contributing to your company's success.

Here are the services I offer:

 Video/Audio Editor
- Edit videos / color grading / B-rolls
- add music, transcript/animated captions
- Audio sound clean up/removing fillers/gaps
Tools: I use Adobe Premiere Pro and Descript
Graphics Design (Canva)
- create Logos/graphics/images
- creating a website using Canva
- presentation/PPT/infographics
Quality Assurance Specialist
- Audit and review call center agent's calls
- Coaching/feedback to ensure they adhere to established guidelines
- Creating Quality Reports/ Analysis
- Calibration meeting to ensure Team is in line with process and calibrated
Customer Support
- Assist customer inquiries/concerns thru phone, chat or emails
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Work Experience:
Remote Quality Assurance Administrator – (Dec 2019-March 2022) - HomeBased
- Review new listings to ensure they are posted or rejected appropriately.
- Monitor ads on the website to ensure proper placement and adherence to guidelines

Remote Quality Assurance Specialist – (Aug 2019-March 2022) - Home-Based
- Sort mail and forward for order processing and shipping
-Organized files in the spreadsheet for report and data analysis
- Audit and monitor call to ensure quality guidelines are met.
- Communicate to operations via phone and email for quality feedback and recommendations. 

Remote Transcriptionist (May-July 2019) – Home-Based
- Listen and transcribed call recordings into the spreadsheet
- Validate customer contact information to ensure data and file accuracy

Transcom Worldwide (2014 – 2019) – Quality Assurance Specialist
- Audit and monitor agent calls both for local and remote UPS sites– including team leaders, SMEs, and trainers audit.
- Communicate with the Operations and Training team to help implement and ensure new hires, and tenured agents’ adherence to SOP.
- Participate in internal calibrations for Operations and attend external/corporate calibrations to ensure correct/clear understanding of ratings and processes. 
- Facilitate Escalation meetings with the client on and offshore together with the escalation team
- Generate reports for Site and Corporate Quality scores daily, weekly and monthly 
- Assist chat support and escalation group on the survey and audit analysis report

Transcom Worldwide (2013 – 2014) – Customer Support Specialist
- Assisted callers with Tracking packages and creating changes on their UPS delivery
- Communicate with local centers in the US to further assist callers 
- Has done floor support and answered supervisor calls as part of training with subject matter expert position.

Sykes Marketing Services (2010 – 2013-Financial Care Specialist
- Handled customer service, basic technical support, billing, and collections.

Certificate/s: Audio Editing using Audacity/Lean Six Sigma (Yellow Belt)