Berenice Chávez

Quality Monitoring Analyst

Intro

Mexico City, Mexico

Quality Monitoring Analyst at DHL express

Studied Development, control and evaluation of the supply chain to improve the optimization and productivity of organizations.Identify areas of opportunity with a broad business vision at Universidad del Valle de Mexico

Consumer Services

linkedin.com/in/berenice-c-410225178

Joined April 16, 2023

Languages

English

Intermediate

Spanish

Native or Bilingual

About

My goal is to enhance my knowledge and skills to achieve performance in the continuous improvement of the tasks to be done in the company, likewise, I consider myself a person who risks in situations that require it for the benefit of the company always looking for alternative solutions performing continuously in the assigned functions allowing opportunities for personal and professional development. I'm customer service specialist with 7 years of experience. (Logistic,remote support & hotel Booking)

Experience

DHL express

Sep 2019 – Present

Mexico City

Quality Monitoring Analyst

As a QA functions: evaluating call quality of agents in training bay (nesting), verifying results of mystery shopper and creating dynamics for the project of long calls offering BDP’s sharing sessions for AHT reduction.Monthly reports to present results to team leaders. Feedback is made with the IAD format. I perform KPI audits to keep us certified as a COE contact center of excellence.

Education

Universidad del Valle de Mexico

Sep 2018 – May 2021

MBA with logistics orientation (Master’s Degree), Development, control and evaluation of the supply chain to improve the optimization and productivity of organizations.Identify areas of opportunity with a broad business vision