Foundever

Dec, 2023 - Present  •  2 yrs 9 mos  -  Full time

Quality Assurance:

Analyzed KPIs including NCP, NPS, and one-hour callback (Rellamada 1H) to identify performance gaps.
Developed and implemented corrective action plans, improving agent performance and reducing errors.
Collaborated with cross-functional teams to enhance operational efficiency and service quality.
Generated comprehensive reports and insights to support data-driven management decisions.
Customer Service:
Delivered exceptional support to Spanish and English-speaking customers, resolving inquiries related to flight changes, cancellations, and refunds.
Resolved complex customer issues promptly, improving satisfaction and retention metrics.
Handled high-volume calls while consistently achieving quality service standards.
Maintained accurate records of customer interactions to ensure follow-up and compliance.