Gabriel Lane
limerick,Limerick
Summary
Committed and detail-oriented professional with a proven track record in customer service and quality assurance. Native Portuguese speaker, fluent in English, with extensive experience in customer interactions within a professional setting. Demonstrates a proactive approach to learning and consistently strives for excellence in service delivery. Actively seeking a role that offers opportunities for continuous professional development and advancement.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
Work History
Quality Assurance Specialist
viagogo
limerick
2022.02 - Current
- Conduct evaluations while upholding elevated standards of scrutiny and excellence.
- Engaging in continual study and staying informed of daily updates to our internal processes, consistently ensuring a current knowledge base to effectively apply when conducting evaluations.
- Conducting comprehensive reviews of evaluations conducted by fellow Quality Assurance specialists, offering constructive feedback on coaching points that may have been omitted or inaccurately provided. Additionally, ensuring adherence to the SBI model in assessments conducted by other agents.
- Thoroughly examining disputes submitted by team leaders and responding with detailed feedback, elucidating the rationale behind the dispute resolution outcome.
- Conducting calibration meetings with team leaders and quality assurance members to ensure alignment and consistency in evaluation processes.
- Serving as the primary point of contact for the team in the absence of the team leader, ensuring seamless communication and continuity of daily tasks.
- Suggesting enhancements to files and processes to optimize productivity and operational efficiency.
- Identifying and prioritizing unresolved cases to facilitate prompt customer resolution and ensure timely satisfaction.
- Continuously enhancing skills through the incorporation of feedback from fellow quality agents and team leaders.
- Initiating internal investigations as necessitated by a team leader, delivering concise feedback, and presenting identified root causes for consideration.
- Suggesting enhancements on Khoros to deliver concise instructions to frontline agents, thereby optimizing our operational processes.
- Maintaining ongoing communication with the team leader to gain insights into the requirements essential for achieving team goals.
Seller Support Representative
Viagogo
limerick
2021.08 - 2022.02
- Supporting sellers in their transactions.
- Managing time between assigned cases and regular cases.
- Following company policies and procedures.
- Providing quality service to all customers.
- Working efficiently to meet deadlines.
- Interacting professionally with clients.
- Liaising with team members to build knowledge and gain experience.
Supervisor
O'Neill's Mace
Limerick
2018.08 - 2021.08
- Training new staff members in all store operations.
- Providing excellent customer service.
- Operating & balancing the till.
- Barista services - preparing & serving drinks, cleaning the machinery.
- Deli work - preparing & serving food, cleaning & closing the kitchen.
- Deliveroo App - altering menu depending on deli stock, preparing orders.
- Regular stock-taking and restocking of goods.
- Keeping the shop floor clean & tidy, performing minor maintenance tasks.
- Monitoring for shop lifters, operating CCTV, liaising with Gardaí when necessary.
- Participating in required training sessions.
Education
Certificate of Higher Education - Mechanical engineer
Pontifical Catholic University
Rio de Janeiro 2011.01 - 2013.11
Skills
- Great interpersonal communication.
- Proficient in Microsoft Office.
- Exemplary focus on precision and meticulousness.
- Proactively identifies and implements innovative solutions, consistently seeking opportunities to enhance and optimize existing processes for increased efficiency and effectiveness.
- Surpassing established targets and performance metrics.
- Receptive to feedback and adept at leveraging it for continuous learning and improvement.
Languages
Portuguese
Native
English
Fluent
Spanish
Beginner
Timeline
Quality Assurance Specialist
viagogo
2022.02 - Current
Seller Support Representative
Viagogo
2021.08 - 2022.02
Supervisor
O'Neill's Mace
2018.08 - 2021.08
Certificate of Higher Education - Mechanical engineer
Pontifical Catholic University
2011.01 - 2013.11
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