Summary
Overview
Work History
Education
Skills
Timeline
Generic

Celeste Ulloa

Publicist Student
San Jose,SJ

Summary

Proven track record in enhancing quality and customer satisfaction at Teleperformance Costa Rica through meticulous root cause analysis and effective corrective actions. Skilled in project management and problem-solving, demonstrated by leading continuous improvement initiatives and mentoring teams for optimal performance. Achieved significant improvements in process efficiency and team productivity without exceeding a numerical percentage. A complement of these activities is thanks to my teaching and problem-solving skills. An important part of my job and in every task that I develop, is taking into consideration all human factors and skills of the team that I am working with.

Overview

5
5
years of professional experience
3
3
Languages

Work History

Quality Analist

Teleperformance Costa Rica
05.2023 - Current
  • Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
  • Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
  • Monitored KPIs to proactively address bottlenecks and quality issues.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

Sales Representative

Teleperformance
03.2022 - 05.2023
  • Expanded customer base through cold calling, networking, and relationship building.
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
  • Developed and implemented sales strategies to increase profits.
  • Trained and mentored new sales representatives.

Executive Director's Assistant

Copey Learning Center
06.2020 - 03.2022
  • Submitted expense reports and managed vendor correspondence to foster accurate and timely accounting procedures and vendor services.
  • Conducted research and analysis on issues of interest to director and supported and managed requests and projects to meet objectives.
  • Scheduled, coordinated and organized meetings and events to promote productive conventions, retreats and other logistics.
  • Organized and coordinated conferences and monthly meetings.
  • Filed paperwork and organized computer-based information.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Coordinated events and worked on ad hoc projects.
  • Wrote reports, executive summaries and newsletters.

Independent Study Teacher

N/A
01.2021 - 02.2022
  • Supported students in developing social skills through structured activities and positive reinforcement techniques.
  • Enhanced learning experiences by incorporating specialized tools and resources tailored to the needs of special education students.
  • Fostered a love for learning by inspiring curiosity, creativity, and intellectual growth in each student.
  • Implemented behavior modification strategies, resulting in improved self-regulation and classroom participation among students.

English Teacher

Copey Learning Center
06.2020 - 11.2020
  • Developed innovative lesson plans to engage students in English language learning.
  • Prepared and implemented lesson plans covering required course topics.
  • Increased student motivation by providing timely feedback and recognizing individual achievements.
  • Coordinated activities to encourage interest in reading.

Costumer Service Representative

Foundever
09.2019 - 03.2020
  • Handled customer inquiries and suggestions courteously and professionally.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Education

Student of Publicity

Fidelitas
San Jose Costa Rica

Community Manager

Coursera
Online
08.2020

High School Diploma -

Liceo Copey
San Jose Costa Rica
05.2001 -

English Program B2+

Copey Learning Center
San Jose Costa Rica
12.2018

Innovation in Business And Development

Cenecoop
Cartago Costa Rica
09.2018

First Aids Basic Course

Red Cross
San Jose Costa Rica
05.2016

Skills

  • Quality Improvement
  • Continuous Improvement
  • Audit processes
  • Quality processes
  • Correction action planning
  • Performance Assessment
  • Training material development
  • Project Management
  • New project development
  • Project Planning
  • Problem-Solving

Timeline

Quality Analist

Teleperformance Costa Rica
05.2023 - Current

Sales Representative

Teleperformance
03.2022 - 05.2023

Independent Study Teacher

N/A
01.2021 - 02.2022

Executive Director's Assistant

Copey Learning Center
06.2020 - 03.2022

English Teacher

Copey Learning Center
06.2020 - 11.2020

Costumer Service Representative

Foundever
09.2019 - 03.2020

High School Diploma -

Liceo Copey
05.2001 -

Student of Publicity

Fidelitas

Community Manager

Coursera

English Program B2+

Copey Learning Center

Innovation in Business And Development

Cenecoop

First Aids Basic Course

Red Cross

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Celeste Ulloa Publicist Student